Senior Process Manager Salesforce ICS

Details

As a Senior Process Manager, you will be responsible for the continuous improvement of our core customer processes alongside the Process Owner, overseeing the daily management and execution of specific customer processes, including performance monitoring, problem-solving, and ensuring compliance with guidelines. The Generic Processes team will play a crucial role in fundamentally reducing our cost levels in the coming years through extensive digitization and structural optimization of our core customer processes.

Responsibilities

• Daily management and execution of specific customer processes, including performance monitoring, problem-solving, and ensuring compliance with guidelines.
• Collecting data on process performance, analyzing this data, and preparing reports to provide insight into performance. Proactively suggest possible improvements.
• Ensuring the quality and efficiency of the process through control measures, compliance with standards, and identifying and addressing reported issues.
• Timely identifying, signaling, and mitigating risks that may impact the process.
• Stakeholder management at the executive level.
• Ensuring that the process continues to meet all (Global) standards, compliance and legal requirements, norms, and guidelines.
• Ensuring that new policies are properly implemented.
• Monitoring and overseeing the execution of various process controls.
• Process mapping and modeling: Documenting existing business processes, often using process flowcharts or BPMN (Business Process Model and Notation).
• Preparing regular reports on customer process performance and communicating findings and recommendations to management and other stakeholders.
• Optimizing our core customer processes.

Requirements

• 10+ years of experience in financial services/payments.
• 7-9 years of experience in (Business) Process Management with BPM methodology.
• Experience leading multiple implementation projects of Sales Force Financial Service Cloud.
• Strong analytical skills for process assessment and improvement proposals.
• Excellent communication skills for diverse target groups at the executive level in both Dutch and English.
• Ability to identify improvement opportunities, implementation, and effective collaboration.
• Knowledge of core customer process domains such as Onboarding/Offboarding, Collections & Duty of Care, Fraud & Payments, and Customer Servicing is highly desirable.

Benefits

• The gross monthly salary (min. €5.847 - max. €8.353) is based on a 36-hour workweek, including vacation pay and benefit budget. A 40-hour workweek is also possible. Salary placement is based on the knowledge, experience, and potential you bring.
• The benefit budget amounts to 11% of your salary. If you make no purchases or reservations in the Benefit Shop in a month, you will receive one-twelfth of your benefit budget as a payout for that month.
• Five weeks of vacation per year, with the option to buy an additional four weeks.
• Personal development budget of €1,000 per year, which can be accumulated up to €3,000.
• Possibility of working from home (in consultation with your team).
• An OV annual subscription with free public transport across the Netherlands.
• An excellent pension scheme.