Main purpose of job

To ensure that all of the customer facing processes in your country are designed, documented, maintained and continually improved in-line with the Target Operating Model (TOM) and EHC standardization governance - applying Lean/Six Sigma principles. You will be responsible for providing insight into the company's operation, providing detailed root cause analysis where appropriate and identifying opportunities for improvement in process.

You will cooperate with multinational team within the EHC HUB of Processes and Sales Tools Development.

Key accountabilities

• Designing end-to-end customer value stream processes - using Lean/Six Sigma principles in process design - and managing any subsequent changes to them including changes landing in a different business channels.

• Documenting end-to-end customer value stream processes information using visual diagrams in the form of business process models, using the Business Process Management Notation (BPMN) or the Flowchart Notation. This will include the creation of process metrics

• Play a role of the Process Executor or Process Owner agreed in a EHC Process Governance.

• Being a custodian of the Process Repository on the local level and influence the design and set of the repositories landing on the EHC level. Making sure the agreed process standard was properly implemented to the local market with agreed deviations and is monitored according to the plan.

• Working in close partnership with business and technical colleagues, you will shape business requirements for change and align them to the end-to-end customer value stream processes.

• Ensuring that you understand business problems through collaboration and detailed root cause analysis, you will create innovative and cost-effective solutions to business problems.

• Identifying issues and risks within end-to-end-customer value stream process flows and where appropriate, recommending improvements.

• Analysing processes as they are (AS IS), compare them to the future and improved designs (TO BE) and determine the necessary changes for arriving at the improved state. Assessment of the business processes against agreed EHC standard.

• Identifying, documenting and analysing business rules that govern the implementation of business processes. Provide proper set of activities for conducting Process Impact Assessment including management of the working group across the market functions impacted by the process change.

• Close cooperation to set a new process design with key business functions: Legal, Compliance, Sales and Service, SSP, CSC, Accounting, Finance, Banking, Loss Prevention, Credit and Risk etc.

• Examining processes holistically to understand the impact of changing them on people, strategy and general business operations and provide this input to the Change Implementation team.

• Monitoring and measuring the effectiveness of processes and applications - including evaluating and validating new functions - to ensure consistent value delivery by collating feedback on process performance. The collected data will form the basis of future process improvement projects.

• Providing expert advice, applying Lean/Six Sigma principles and consulting on the development and implementation of effective solutions.

• Communicating regularly will all key stakeholders regarding the status of all process analysis activity.

• Close collaboration between Commercial Process team across EHC market to seek for optimisation, standardisation and efficiency coming from the process management.

Knowledge, skills and experience

• Degree qualified (2:2 or above), or equivalent experience within the Process management unit (Financial Services or other related with customer experience)
• Desirable: accreditation in continuous process improvement methodology – e.g. “LEAN”, “Six Sigma”
• Demonstrate a strong knowledge of process analysis principles, practices, techniques and tools following lean/six sigma methodology or others methodologies
• Familiarized with BPMN standards, process maps and documentation delivery
• Understand proficiently all phases of the project lifecycle
• Understanding of change management processes, tools and techniques and impact on behaviors coming from the business changes
• Experience working with business process redesign and process improvement concepts, issues, methods, and techniques based on BPMN standards
• Experience in similar position in service industry
• Working with and influencing a range of multinational leaders, stakeholder

What’s in it for you?

• Annual bonus (depending on the business and individual performance)

• A medical subscription to one of our medical partners, Regina Maria or Medicover
• Meal vouchers of 30 lei per voucher
• Possibility to work in a hybrid system - One month per year of work from anywhere
• 21 days of vacation, plus 4 additional days of wellbeing
• Days off for seniority in the company
• A day off on your birthday
• Financial benefits for special events
• Discounts at various partners (Orange, Samsung, dental clinics, banking institutions)
• A welcoming and friendly office in the city center, near Parcul Tineretului

You will also enjoy personal and professional development programmes:

o Induction program - 3 months of role-based learning, applied trainings and Buddy assigned for easy onboarding process

o Mentoring program - development sessions with relevant professionals in various areas of expertise

o Wellbeing program - networking and social events and actions

o Training and development opportunities - courses and learning opportunities on various topics through Provident Academy, technical trainings, talent growth and succession programmes.