Process Management Specialist - Customer Experience & Performance Area

Role Overview : The Process Management Specialist (PCM) plays a key role in modeling, standardizing, and governing core organizational processes.

The role focuses on operational efficiency, identifying inefficiencies, implementing improvements, and enhancing accountability.

PCM Specialists aim to streamline workflows, reduce costs, and improve service quality, contributing to superior customer experiences.

Key Responsibilities : Process Mapping and Analysis : Utilize methodologies like BPMN 2.0 for detailed mapping of operational and support processes.

Identify inefficiencies, redundancies, bottlenecks, and risks, proposing data-driven solutions.

Conduct "as-is" and "to-be" process analyses to uncover optimization opportunities.

Process Optimization : Lead initiatives for process simplification, digitization, and automation to enhance operational efficiency.

Develop proposals including benefit and cost estimations.

Collaborate with cross-functional teams (IT, Delivery, Product, Customer Experience) for successful implementation.

Standardization and Governance : Define and maintain standards and procedures for core processes to ensure consistency.

Monitor process compliance and support teams in aligning with strategic goals.

Contribute to process governance frameworks and maturity improvements.

Project and Transformation Management : Participate in operational transformation projects with a focus on end-to-end processes.

Conduct training sessions to raise awareness about process management and new procedures.

Requirements : Education & Qualifications : Bachelor’s degree in IT, Cybernetics, Mathematics, or related fields.

Process management certifications (BPMN, Lean Six Sigma Green / Black Belt, CBPP) are a significant advantage.

Experience : 3–4 years in process management, business analysis, continuous improvement, or operational consulting.

Proven experience in mapping and optimizing complex end-to-end processes.

Familiarity with digital transformation projects and cross-functional collaboration.

Technical Skills : Expertise in methodologies like BPM,  Lean, Six Sigma.

Hands-on experience with tools like Bizagi Modeler, Visio, ARIS, or Miro.

Proficient in MS Office.  Ability to interpret complex data into actionable insights.

Knowledge of ERP / CRM systems and RPA concepts is an advantage.

Behavioral Competencies : Strong analytical thinking, attention to detail, and problem-solving skills.

Excellent written and verbal communication skills, with the ability to simplify complex concepts.

Proactive, results-driven, and able to manage multiple projects simultaneously.

Collaborative team player with effective stakeholder management skills.  This role is ideal for professionals passionate about driving process excellence and operational transformation.

Why Join Us?

Innovative Environment : Be part of a forward-thinking organization that values creativity and encourages cutting-edge solutions to drive efficiency and transformation.

Collaborative Culture : Work with diverse, talented teams in an environment that fosters teamwork and innovation.

Impactful Work : Make a real difference by optimizing processes, enhancing customer experiences, and contributing to organizational success.

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