Process Analyst (Contact Centre & Back Office Processes), Innova

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Plaats

Brussels
1000
Brussel
België

Contract

Vooltijds, Onbepaalde duur

Datum gepubliceerd

2025-12-03

Online to:

2026-02-01
EUR 20.00 HOUR

Process Analyst (Contact Centre & Back Office Processes)

Innova
Brussel
7 uren geleden

Process Analyst - servicing transformation project A major Servicing Transformation Program is underway to enhance efficiency for employees and customers, increase customer self-service, and build future-proof operations. The program impacts Operations and Contact Centres and spans multiple Business and IT initiatives. We are looking for an experienced Process Analyst to support a large-scale Service Centre reorganization project, focused on redesigning team structures and improving organizational effectiveness. 🎯 role purpose As a Process Analyst, you will: Assess current processes across the Contact Centre, Middle Office, and Back Office Identify activities directly linked to client interaction Recommend a new team structure aligned with target activities, required skills, and operational needs 🛠 key responsibilities Prepare and facilitate workshops with cross-functional teams MAP, analyze, and redesign end-to-end operational and service processes Apply a data-driven approach to extract insights and support transformation decisions Create clear, structured documentation for stakeholders and senior leadership Present findings and recommendations to Senior Management Contribute to organizational design and support change management initiatives 💡 required competencies Strong workshop preparation & facilitation capabilities Expertise in process design / process re-engineering Analytical, data-driven mindset Excellent documentation and structuring skills Confident and clear communication with Senior Management Experience in organizational team structure design Background in Contact Centres, Operations, or financial services is an advantage

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Process Analyst (Contact Centre & Back Office Proce...

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Contract

Datum gepubliceerd

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Process Analyst (Contact Centre & Back Office Processes)

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