Senior Channel & CRM Process Manager (Brussels)

Je functie: Context
This external staff request serves as support for the E2E Process Owner Channels & CRM.
Next to having an End-to-End Process-related view, the Channel
° Coordinate the process documentation gap closure exercise
° support the E2E PO in the analysis to improve the overall processes from a customer and banking perspective
° Prepare executive summaries and dashboards for senior mgmt.

Function
Description Responsibilities:
- Complete & maintain the cartography for Channels

The purpose of this assignment is:
- to complete the cartography from and E2E point of view and from a customer point of view.
- Link this cartography to the high level process chain,
- identify the performance indicators and
- Preparation of support materials for the workshops with stakeholders
- Ensure stakeholders involvement & buy-in
- present them in a dashboard where cause and effect provide us the necessary information to advice management in the evolution of the domain.
- Complete & maintain the cartography for CRM

The purpose of this assignment is:
- to complete the cartography from and E2E point of view and from a customer point of view.
- Link this cartography to the high level process chain,
- identify the performance indicators and
- Preparation of support materials for the workshops with stakeholders
- Ensure stakeholders involvement & buy-in
- present them in a dashboard where cause and effect

provide us the necessary information to advice management in the
evolution of the domain.
- Process design and documentation
- Listing of CRM & Channels processes in scope of "Engineering Channels & CRM" team
- Identification of gaps in process documentation
- Coordinate Process design and documentation in order to fill above identified gaps
- Ensure proper Transfer to BAU (incl. change management,

training material)
- Seek for and support Process improvements
- Business studies and channel coherence assessments
- support the E2E PO in the analysis to improve the overall processes from a customer and banking perspective
- conduct high-level assessments (inventories of several business case parameters, prepare business case and make reflections

on redundancy, incoherencies and synergies…, discuss reflections with stakeholders and define action plans)
- prepare Management presentation for validations of the action plans and follow-up
- Prepare executive summaries and dashboards for senior management

Create, optimize and maintain Omni channel and CRM dashboards on a recurring basis

Start Date ASAP
Duration 12 months

Location
Brussels
Je profiel: Required knowledge / Experience

Education
University graduate or equivalent by experience.

Languages Requirement
French Sound knowledge of French and Dutch.
Dutch Sound knowledge of French and Dutch.
English Fluent

Experience
3-5 years of experience

Technical Experience
Mandatory
Affinity with processes, applications and systems
Affinity with business cases
Good with MS office tools like Excel and PowerPoint

Business Experience
Mandatory
Knowledge of banking domain
Knowledge of BNP Paribas Fortis organization

Soft skills
° Team player
° Quick self-starter, pro-active attitude
° Good Communication and Influencing skills
° Good analytical and synthesis skills
° Autonomy, commitment and perseverance
° Ability to work in a dynamic and multi-cultural environment