At a glance

Are you interested in steering and developing customer journeys? Do you recognize the beauty in developing a robust, sustainable (digital) end-to-end process that functions flawlessly, delighting our customers and fulfilling our employees’ expectations? Are you someone who can mobilize a wide variety of teams to collaborate, drive execution and get the right results? Then this might be the perfect job for you! Strong, well-designed, generic customer processes are crucial to achieve our ambition to become a personal bank in the digital age. The Generic Customer Processes (GCP) department within Customer Data Solutions (CDS) plays an important role in improving the service we provide to our customers and complying with laws and regulations. As Business Process Manager you will be responsible for leading and owning some of the bank's most important customer processes. Currently we are looking for a Business Process Manager to join the Data Actualization team. This team owns the Data Refresh processes for natural persons and business clients within ABN AMRO Bank, which include multiple digital client outreach flows and currently drive the input for automated KYC assessments (periodic reviews).

Your job

As 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 that are aimed at collecting and validating data of our clients. You will own one or more of these processes, and report functionally to one of the Senior Business Process Managers in the team.  

Your responsibilities will include: 

• You will own one or more end-to-end generic customer processes aimed to collect and validate data of our clients. 
• 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 driving the continuous improvement of the Net Promoter Score (NPS), process performance (downtime/lead time/conversion) 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 mobilize and manage stakeholders across the end-to-end chain to collaborate, drive execution and achieve the right results.  
• You will initiate, prioritize, and provide requirements for proposals on process improvement, harmonization, and digitalization. 
• You will be responsible for giving insight in process performance and execute accurate analyses to define potential process performance improvements. 
• You will lead the development and execution of (strategical / tactical) process improvement projects, ensuring successful and timely delivery. 

One of the key challenges within the customer data domain is that multiple (regulatory driven) initiatives (e.g. Commercial Campaigns, Group of Connected Clients, SME Indicator, and Sustainable Finance Regulations) require significant amount of additional data from our customers. This additional customer data is currently not available nor easily accessible in structured form via existing data sources. Therefore, a generic data gathering/actualization capability needs to be established that offers a robust, effective and client-friendly solution to this challenge. You will closely collaborate with colleagues from other CDS departments (e.g. Steering & Expertise and CDS Data Office) and internal data consuming stakeholders (e.g. DFC, Segments, Group of Connected Clients program, SME Indicator program) to formulate a clear vision and strategy to tackle this challenge and help drive the execution on the creation of such a generic solution.

Working environment

GCP is part of CDS, ABN AMRO's "one-stop-shop" for reliable and high-quality Customer and Party data. GCP consists of four teams: Onboarding, Personal Life Cycle Management, Business Life Cycle Management and Data Actualization. 

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.

Your profile

As a Business Process Manager, you take ownership, are 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. Fluency in Dutch is an advantage.

We are offering

• The gross monthly salary displayed above is based on a 36-hour work week, including vacation pay and benefit budget.
• The Benefit Budget is 11% of your salary. The Benefit Budget allows you to acquire additional employment benefits. If you make no purchases or reservations in the Benefit Shop in a given month, you are paid one twelfth of your Benefit Budget that month.
• Five weeks of vacation per year. You have the option to purchase an additional four weeks per year.
• Personal development Budget of € 1,000 per year, which you can accumulate up to € 3,000.
• Possibility to work from home (in consultation with your team and depending on your position).
• An annual public transport pass with free public transportation throughout the Netherlands.
• An excellent pension scheme.

Interested?

Apply now! If you're passionate about business process management and are looking for an opportunity to make a real impact, we can't wait to hear from you. Join us at Generic Customer Processes, where you will take ownership in directing some of the bank's most important customer processes and help shape the future of our business. 

Looking for more information? Please reach out to Tom van Sint Fiet (+31 6 514 744 08).

Equal opportunities for all

The success of our organisation depends on the quality of our people and the ideas that they have. Truly surprising insights and innovative solutions for our clients result from an interplay of cultures, knowledge and experience. Diversity is therefore extremely important to our organisation. To ensure that everyone at ABN AMRO can develop their talents, we encourage an inclusive culture in which all colleagues feel engaged and appreciated.

Disclaimer external recruitment agencies

External recruitment agencies need to have a signed agreement with ABN AMRO BANK N.V., executed by a Talent Acquisition Specialist, when submitting a resume to a vacancy. No unsolicited services or offers, please.