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Busines Process Manager

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Mollie

2mo ago

  • Job
    Full-time
    Senior Level
  • Business, Operations & Strategy
    Product
  • Amsterdam

AI generated summary

  • You need 5+ years in business process/change management, experience with related tools, cross-functional collaboration, strong communication skills, and Fintech knowledge is a plus.
  • You will design, implement, and document core business processes, manage change for product rollouts, conduct testing, gather feedback, and collaborate to automate processes for exceptional customer experiences.

Requirements

  • 5+years of business process or/and change management experience
  • Experience with business process and change management tooling and frameworks
  • Experience working with cross functional teams, ideally with Product and Engineering teams
  • Ability to communicate effectively across all levels of the organisation
  • Knowledge of the Fintech is a plus

Responsibilities

  • Lead the end-to-end design, development, and implementation of all core business processes related to money management, including customer support, fraud handling, dispute resolution, account management, etc.
  • Design and maintain clear documentation for all related processes, ensuring alignment with internal standards and operating guidelines
  • Own the change management for the rollout to Ops for the product rollouts, ensuring seamless coordination with our Operations team
  • Develop comprehensive supporting materials, including Work Instructions, Macros, and Help Centre Articles, for both ongoing and new deployments, and consistently update and optimise them based on customer insights.
  • Coordinate launches with Operations teams to facilitate effective capacity planning and manage potential positive/negative impacts of changes.
  • Conduct User Acceptance Testing for new product launches
  • Establish ongoing monitoring and feedback gathering mechanisms to track support trends and inform future development decisions
  • Ensure processes are scalable, efficient, and adhere to regulatory standards and industry best practices.
  • Collaborate with product teams to automate manual processes, improving service speed and accuracy.
  • Ensure that all customer-facing processes, including customer support and complaint resolution, are designed to deliver exceptional customer experiences.

FAQs

What is the primary responsibility of the Business Process Manager?

The primary responsibility is to lead the development, implementation, and optimization of all business processes related to Mollie's "money management" products.

What experience is required for this role?

Candidates should have 5+ years of business process and/or change management experience.

Is knowledge of the Fintech industry necessary for this position?

While not mandatory, knowledge of the Fintech industry is considered a plus.

Will this role involve collaboration with other teams?

Yes, the Business Process Manager will work closely with cross-functional teams, especially with Product and Engineering teams.

How will the Business Process Manager support customer experience?

They will ensure that all customer-facing processes are designed to deliver exceptional customer experiences, including customer support and complaint resolution.

Are there opportunities for developing supporting materials for operational teams?

Yes, the role involves developing comprehensive supporting materials, including Work Instructions, Macros, and Help Centre Articles, for both ongoing and new deployments.

Will the Business Process Manager be responsible for change management?

Yes, they will own the change management process for product rollouts, ensuring seamless coordination with the Operations team.

Is prior experience with business process and change management tools necessary?

Yes, experience with business process and change management tools and frameworks is required.

Will the Business Process Manager need to conduct User Acceptance Testing?

Yes, conducting User Acceptance Testing for new product launches is part of the responsibilities.

What kind of monitoring mechanisms will the Business Process Manager be establishing?

They will establish ongoing monitoring and feedback gathering mechanisms to track support trends and inform future development decisions.

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Mollie

Making money management effortless for every business in Europe.

Finance
Industry
501-1000
Employees
2004
Founded Year

Mission & Purpose

Mollie is a global payments service provider that simplifies online transactions for businesses of all sizes. Their mission is to make payment processing easy, accessible, and secure, enabling companies to manage payments efficiently and grow their business. Mollie aims to enhance the payment experience by offering a range of integrated payment solutions that streamline financial operations and support global commerce.