Senior Business Process Manager

At a glance

Are you passionate about developing robust processes that enhance customer journeys and ensure flawless execution? ABN AMRO is seeking a Senior Business Process Manager for our Generic Customer Processes (GCP) department within Customer Data Solutions (CDS). Lead and own vital customer processes, mentor junior colleagues, and uphold regulatory standards. Join our Life Cycle Management team and manage key areas like Complaints, Inheritance, and Customer Migration. If you excel at mobilizing teams and achieving results, this could be your perfect opportunity.

Your job

As a Senior Business Process Manager, you will closely collaborate within a team of fellow (senior) business process managers to manage and improve a group of end-to-end generic customer processes within Life Cycle Management.

Your responsibilities will include:

• You will own one or more end-to-end generic customer processes related to Life Cycle Management for Personal & Business Banking, Wealth Management, and/or Corporate Banking.
• You will manage these processes end-to-end, and ensure that all necessary guidelines, standards, and Standard Operating Procedures (SoPs) are designed & implemented to improve customer service and compliance with laws and regulations.
• You will be responsible for driving the continuous improvement of the Net Promoter Score (NPS), process performance (downtime/lead time) and efficiency (costs) of the generic customer processes within your scope.
• You will implement value chain management to actively monitor and steer upon the performance of the end-to-end processes you are accountable for.
• You will mobilise and manage stakeholders across the end-to-end chain to collaborate, drive execution and achieve the right results.
• You will initiate, prioritise, and provide requirements for proposals on process improvement, harmonization, and digitalisation.
• You will be responsible for giving in insight in process performance and execute accurate analyses to define potential process performance improvements.
• You will lead the development and execution of (strategical / tactical) process improvement projects, ensuring successful and timely delivery.
• You will provide guidance and training to junior team members and act as a mentor.
• You will act as primary contact person for senior stakeholders in case of questions, escalations, concerns etc for the end-to-end generic customer processes within your scope.
• You will replace the Head of Life Cycle Management in relevant SteerCo’s & taskforces related to the Life Cycle Management processes.

Working environment

Generic Customer Processes (GCP) is part of Customer Data Solutions (CDS), ABN AMRO's "one-stop-shop" for reliable and high-quality Customer and Party data. GCP consists of four teams: Onboarding, Personal Life Cycle Management, Business Life Cycle Management or Periodic Data Refresh (PDR). At CDS, we believe in reliability and trustworthiness. When you work for CDS, you are curious and up to date, you do it together, you are clear and concrete, driven and proud and you want to deliver. Together, we are a team of passionate experts who strive for seamless execution in collaboration with our stakeholders. We do this in an inclusive work environment where performance and job satisfaction come together.

Your profile

As a Senior Business Process Manager, you take ownership, self-starting and able to work independently on assignments and projects. You have excellent analytical, organizational, and project management skills, and are a critical sparring partner for your team and stakeholders. You are curious, detail-oriented, structured, and energetic, with a proactive and positive attitude.

Further requirements:

You have:

• University level education with 7+ years of relevant work experience, preferably with a background in business process management, change management and/or operational excellence
• Demonstrable experience in managing senior stakeholders with organisation sensitivity
• Track record in complex problem-solving and the ability to quickly understand context and content
• A commercial mindset and good understanding of the Life Cycle Management processes
• Professional working proficiency in English and Dutch is a must

You are:

• A go getter with focus on day to day improvements
• Holistic and able to translate strategy to pragmatic solutions
• Connector with a strong focus on delivering value
• Able to work on multiple priorities simultaneously
• Mathematical and experience with interpreting and working with data and dashboards

We are offering

• Making a significant impact on customer journeys by taking the lead.
• The gross monthly salary displayed (max. Eur. 9.155) above is based on a 36-hour work week, including vacation pay and benefit budget. 40-hour work week is also possible.
• The Benefit Budget is 11% of your salary. The Benefit Budget allows you to acquire additional employment benefits. If you make no purchases or reservations in the Benefit Shop in a given month, you are paid one twelfth of your Benefit Budget that month.
• Five weeks of vacation per year. You have the option to purchase an additional four weeks per year.
• Personal development Budget of € 1,000 per year, which you can accumulate up to € 3,000.
• Possibility to work from home (in consultation with your team and depending on your position).
• An annual public transport pass with free public transportation throughout the Netherlands.
• An excellent pension scheme.

Interested?

Apply now! If you're passionate about business process management and are looking for an opportunity to make a real impact, we can't wait to hear from you. Join us at Generic Customer Processes, where you will take ownership in directing some of the bank's most important customer processes and help shape the future of our business.
Even if you have any doubts or questions, we invite you to apply anyway since we cannot speak to everyone individually in advance.

Equal opportunities for all

The success of our organisation depends on the quality of our people and the ideas that they have. Truly surprising insights and innovative solutions for our clients result from an interplay of cultures, knowledge and experience. Diversity is therefore extremely important to our organisation. To ensure that everyone at ABN AMRO can develop their talents, we encourage an inclusive culture in which all colleagues feel engaged and appreciated.

Disclaimer external recruitment agencies

External recruitment agencies need to have a signed agreement with ABN AMRO BANK N.V., executed by a Talent Acquisition Specialist, when submitting a resume to a vacancy. No unsolicited services or offers, please.