Job Description

Responsible for  the transformation of the Card Customer Service Operations with the aim to ensure best in industry customer service experience through standardization and continuous optimization and improvement of processes, systems and tools.
The role will be responsible for on-going improvements of current and future processes within the Card CSO and will be involved in new card system implementation (Sunshine) and in CEP implementation. The role will be responsible for design and implementation of new processes within Card CSO with the goal to ensure excellent customer experience.
In addition this role will be involved in design, implementation and continuous improvement of all other card related processes in which Card CSO is involved.
 
Requirements / Key responsibilities

• Overall responsibility for harmonized, standardized and integrated fit4purpose business processes and solutions within Card CSO
• Analyze existing processes from quality and efficiency point of view, compare with competition, customer requirements and new trends and identify the improvement areas
• Simplify, standardize, harmonize and improve processes within Card CSO
• Define and implement new processes to increase the efficiency and improve customer service and customer convenience
• Manage the change management related to new processes implementation and improvement of existing processes
• To work as Card CSO project manager (process improvements projects, new tools and system implementation, system improvements, new services)
• Define, analyze and implement KPI’s and dashboards to track process performance on regular basis
• Define and implement SLA’s and work instructions to increase operational efficiency across Card CSO
• Perform continuous process improvements using Lean, Six Sigma//other methodologies (ie value stream mappings)
• Define and implement tools and methodology for continuous process improvement in end-to-end customer service operations
• -Ensure alignment with other Business Units on critical operational issues with the target of process enhancement
• Ensure documentation of processes in line with the company standards
• Participate in implementation of new card systems with full responsibility for card CSO area (including process definition, business requirements collection, customer requirement, change management etc).
• Identify and transfer best practices across different functions and regions, implement the process of continuous knowledge sharing within Card CSO
• Analyze the new trends in fuel card business and customer service, monitor the changes in technology and in customer requirement and propose the improvement actions.                                                                                                                                        
• Develop and implement user friendly process trainings within Card CSO that drive know-how, skills and process culture in the organization