Process Management Lead - Transforming Customer Experience

About the Role

We are looking for a Process Management Lead to join Erste Group, a leader in transforming customer service! In this remote role, you will lead a team focused on simplifying, digitizing, and automating processes across the bank. Your team will be responsible for mapping internal and client processes, identifying opportunities for efficiency improvements, and leveraging AI to provide the best customer experience in the Czech Republic.

What You'll Do

• Lead transformation projects aimed at enhancing efficiency, digitalization, and automation using AI.
• Define strategies and priorities for optimizing the bank's operations.
• Manage budgets, capacities, and conduct business case analyses.
• Optimize processes and ensure the achievement of key KPIs.
• Create an environment that fosters innovation, collaboration, and talent development.
• Negotiate and manage stakeholder relationships across the bank.
• Engage with subsidiaries and external partners to drive initiatives.

Requirements

• University degree and a minimum of 5 years of managerial experience, ideally in process optimization or management.
• Strong strategic and analytical thinking with data proficiency.
• Results-oriented with a focus on leveraging AI for process efficiency.
• Experience in project management and change management.
• Practical experience in process simplification and improvement using methodologies like Lean, Six Sigma, or Kaizen.
• Proven leadership experience in team management and talent development.
• Excellent negotiation, presentation, and communication skills across departments.
• Fluency in English is essential.

Nice to Have

• Experience in the banking or financial services sector.
• Familiarity with digital transformation initiatives.
• Knowledge of customer experience best practices.

What We Offer

• Opportunity to lead key strategic initiatives and influence the direction of the entire bank.
• A supportive environment that encourages innovation, collaboration, and personal growth.
• Extensive collaboration across departments with visibility opportunities.
• Attractive benefits and flexible working conditions.

If you are ready to take on this exciting challenge, apply today and help us improve Erste Group!