Business Process Manager

Your main responsibilities:

• Build merchant and consumer support for all new initiatives related to Allegro Pay and finance processes
• Manage the projects relating to Allegro Pay 
• Identify and remove frictions concerning payment processes for consumers and settlement processes for 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
• Ensure continuous improvement of customer experience to eliminate customers’  and merchants frictions
• Decrease the customer effort and cost of support (CR to merchant and CX)

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 proven ability to create positive customer experiences in customer support processes

• You have experience in cooperation in an international environment

• You have knowledge of Project Management tools: Jira, ClickUp, Excel

• You have desire and commitment to making changes and willingness to challenge the status quo

• You have communication and interpersonal skills, including the ability to present arguments in favor improving customer experience and 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 (at least B2+/C1 level)

What we offer:

• 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) 
• 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) 
• English classes paid for by us and focused on the specifics of your work 
• If you want to know more - 𝗰𝗵𝗲𝗰𝗸 𝗵𝗲𝗿𝗲