Process Manager
Summary
The Process Manager oversees the process management for the E2E design & implementation of our company customer journeys and related processes. He participates in the organization and setup of customer journey exercises for which he’s expected to be an expert practitioner. He’s in close collaboration with product owners to collect feedback and translate it into solutions together with the process team. He suggests improvements, ideas, helps on business cases and participates in programs to steer the company into a better customer experience organization with a customer centric mindset. He helps in creating awareness around the company on our digital journey roadmap and works closely with the different stakeholders.
He identifies needs and helps in suggesting solutions based on his expertise on digital experience platforms on the market which could assist our organization to transform into a digital self-service and customer centric organization.
Responsibilities
- Map, analyze, and document end-to-end business processes. Identify inefficiencies, bottlenecks, and risks. Redesign processes for scalability, efficiency, and automation opportunities.
- Establish and maintain process documentation, policies, and standards. Ensure compliance with internal controls, industry regulations, and audit requirements. Act as a process steward, ensuring accountability and proper governance structures managed by process owners.
- Drive Lean, Six Sigma, or other continuous improvement methodologies. Help define performance metrics (KPIs/OKRs) of newly designed processes. Recommend and implement changes for process enhancements.
- Work closely with cross-functional teams (Operations, IT, Finance, Customer Experience, etc.) to align processes with business goals. Facilitate workshops, trainings, and knowledge-sharing sessions. Support change management efforts to ensure adoption and sustainability of process changes.
- Identify opportunities for digitalization, GenAI, and robotic process automation (RPA). Partner with IT and transformation teams to implement solutions that improve productivity and customer experience.
- Regularly audit Signavio process repository and create monthly reports. Support the integration of BPM tools and platforms.
- Ensure processes are designed with a customer-centric mindset. Contribute to improving customer journeys and satisfaction. Align process improvements with CX strategy.
Requirements
- 5-7 years of experience in same/similar positions.
- Master’s degree.
- Strong analytical and problem-solving skills.
- Proficiency in process modelling tools (e.g., BPMN, Visio, ARIS, Signavio).
- Knowledge of continuous improvement frameworks (Lean, Six Sigma, Kaizen, etc.).
- Familiarity with automation tools (RPA, workflow platforms, AI-driven solutions).
- Excellent communication, facilitation, and stakeholder management skills.
- Ability to balance strategic vision with operational detail.
- Preferably experience in telecom or tech industry.
We are offering
- Good compensation - Competitive € salary plus benefits package.
- Development opportunities.
- Challenging but also a friendly working environment.
- And much, much more...
About Proximus Global
Proximus Global, combining the strengths of Telesign, BICS, and Route Mobile, is transforming the future of communications and digital identity. Together, our solutions fuel innovation across the world’s largest companies and emerging brands. Our unrivalled global reach empowers businesses to create engaging experiences with built-in fraud protection across the entire customer lifecycle.
Our comprehensive suite of solutions – from our super network for voice, messaging, and data, to 5G and IoT; and from verification and intelligence to CPaaS for personalised omnichannel engagement – enables businesses and communities to thrive. Reaching over 5 billion subscribers, securing more than 180 billion transactions annually, and connecting 1,000+ destinations, we honour our commitment to connect, protect and engage everyone, everywhere.