Business Process Manager

Business Process Manager

**At a glance**:
Do you thrive on enhancing customer journeys and creating seamless, end-to-end processes that delight clients and meet employee expectations? If so, ABN AMRO Bank's Business Process Manager role might be your calling. Join us at the forefront of digital transformation within the Generic Customer Processes (GCP) department of Customer Data Solutions (CDS). Here, you'll direct critical processes, from onboarding Corporate Banking clients to managing client data for regulatory compliance. Your expertise can drive our mission to become the personal bank of the digital age.

**Your job**:
As a 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 a specific expertise area (Onboarding, Life Cycle Management or Data Actualisation).

Your responsibilities will include:

- You will own one or more end-to-end generic customer processes related to onboarding, lifecycle management or data actualisation 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 continuously improving 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.

**Working environment**:
Generic Customer Processes (GCP) is part of Customer Data Solution (CDS), ABN AMRO's "one-stop-shop" for reliable and high-quality Customer and Party data. Based on the process(es) you will own, you will be joining one of the four teams within GCP: 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.
Our department is rapidly growing and therefore we are looking for Business Process Managers in multiple expertise areas:

- Onboarding: onboarding of Corporate Banking clients, onboarding of Wealth Management clients, embedding global ID, client eligibility etc.
- Life Cycle Management: complaints, change of directors, change of legal form, power of attorney, customer migration across segments, CRS/FATCA, CoC exits etc.
- Data Actualisation: data gathering and client outreach processes to meet regulatory demands and support commercial propositions. Topics include amongst others the SME Indicator and Group of Connected Clients (GoCC).

When you have a particular preference for one of these expertise areas, please mention this in your motivation letter.

**Your profile**:
As a 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:

- University level education with 3-5+ years of relevant work experience, preferably with a background in operational excellence, business process management and/or change management
- Experience with complex problem-solving and the ability to quickly understand context and content
- The ability to work on multiple priorities simultaneously
- Demonstrable experience in managing (senior) stakeholders inside a complex organization
- Experience with Excel and PowerPoint, and working with data and dashboards
- Professional working proficiency in English and Dutch is a must

**We are offering**:

- Making a significant impact on customer journeys.
- The gross monthly salary (max. Eur 7.880) displayed 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