Business Process Manager

Your main responsibilities:

• Build merchant and consumer support for all new initiatives and changes related to prepurchase, presale and finance processes
• Manage the projects relating to onboarding and finances processes
• Ensure continuous improvement of customer experience. Proactively identify and remove frictions concerning processes for consumers and merchants
• Design the solutions/processes that responds maximally customers needs (low CR, high NPS) and recommend effective customer centric solutions in collaboration with other business units and tech teams
• Support projects representing CX and the voice of customers
• Lead CX stream in cross area and international projects
• Implement new and adjust existing CX processes and procedures as a result of new or upgraded platform products or processes in coordination with different Business Units
• Decrease the customer effort and cost of support (CR to merchant and CX) through improved self-service and automation or process changes, leading to more productive resolutions.

This is the right job for you if:

• You have practical experience in project management (in the area of customer experience/ finance/banking)
• You have minimum 2 years of practical experience in the area of customer experience
• You have proven ability to create positive customer experiences in customer support processes
• You have experience in cooperation in an international environment
• You have process mapping skills
• You have planning and organization skills
• You have desire and commitment to making changes
• You are dynamic and willing to challenge the status quo
• You have communication and interpersonal skills, including the ability to present arguments in favor improving customer experience
• You have proven ability to quickly build relationships with key stakeholders
• You have ability to work independently and organize work of project group
• You have ability to communicate freely in English (B2/C1)

What we offer:

• Work in a team you can always count on – we have on board top-class specialists and experts in their areas of expertise

• Training budget and an internal educational platform, MindUp (with training courses on work organization, means of communication, motivation to work and various technologies and substantive issues)

• Well-located offices (with fully equipped kitchens and bicycle parking facilities) and excellent working tools 

• A wide selection of fringe benefits in a cafeteria plan – you choose what you like (e.g. medical, sports or lunch packages, insurance, purchase vouchers)

• English classes paid for by us and focused on the specifics of your work

• If you want to know more - check here 
  
  

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