Head of Process Excellence, Digitalization

vor 2 Wochen

Eschborn, Deutschland Nexi Group Vollzeit

Company Description

Handling billions of transactions annually, Nets is among the top payment processors in Europe. We keep a tight focus on making it even easier and more intuitive for our customers to handle digital payments and related services. This has made us a trusted partner to more than 700,000 merchant outlets, including 140,000 online merchant outlets, more than 260,000 enterprises and over 250 banks across Europe.

**Changing the future of payments takes strong personalities**

At Nets, you’ll develop in a fast-growing tech company in a high-paced, high-impact market. Working to change the future of payments, it’s not just skills and ambition that gets the job done, it’s the full package that makes the difference. Together, we impact the lives of everyone around us by powering an easier tomorrow for every citizen, bank, business and colleague. What powers you at work?

Nets, like Concardis, is part of Nexi Group, The European PayTech.

**Job Description**:
As **Head of Process Excellence, Digitalization & Transformation in Operations**, you’ll be an instrumental part of driving the digital development of our customer experience. Together with your team and Nexi Group’s central Products and Engineering organisation, you will be responsible for leading critical re-engineering and diagnostic efforts across the entire customer journey, from sales and onboarding to continuous service delivery. You will report directly to COO with a matrix towards the CPO and strong engagement and collaboration with the regional management teams in Nordics & DACH.

This is a highly visible role where you will need to use your analytical skills, solid project management experience, and expertise in operational transformation to execute strategic projects across Merchant Services areas to drive operational efficiency; examples include optimal utilization of Salesforce CRM/CPQ in connection with automation to fully digitalize the onboarding process of new customers as well as - in time - the aftersales and service processes. Together with your team - a mix of internal analysts and external consultants - you will drive us through a transformation where the goal is to create a proactive and highly automated digital environment.

The primary focus of this job will be to support business areas in implementation of the digital agenda: Digitizing the customer experience, creating an environment conductive to collaboration and innovation, and shaping the mindset of the employees to be more agile. At the same time, you will be ensuring the effective use of all our systems to allow our already extensive collection of data to be accessed and used more effectively across our organization to deliver solutions to our customers.

**What you will be doing**:

- Identifying and executing on strategic digital development projects across Merchant Services to drive operational efficiency and customer experience - starting with taking over the lead of digitising the onboarding process for customers in DACH region.
- Lead a portfolio of project that drive cost efficiency, operational efficiency, better customer service, and/or better controls.
- Drive governance for strategic processes to ensure an efficient and digital evolution of our business.
- Scope and manage projects day-to-day.
- Own key stakeholder relationships (including cross-functional) and collaborate to develop an agreed engagement and escalation process.
- Develop knowledge and understanding of portfolio/project risks and dependencies to be able to assess the impact of issues and make useful recommendations to impacted stakeholders.

**Qualifications**:
**What we’re looking for**:

- Process oriented mind-set as demonstrated by prior experience with operational and digital transformation and continuous improvement
- Several years of experience in delivering on transformation programs in a regulated environment with complex legacy
- Proven experience improving profitability and reducing cost by optimizing operational capabilities
- Well versed in making changes in an operational matrix setting by interfacing with compliance, front office, and tech personal to implement procedural, technical and automation solutions (e.g., machine learning, AI, RPA)
- Ability to think both strategically as well as tactically
- Facilitation/engagement/consulting/influencing skills
- Strong communication and presentation skills
- Probably proficiency within lean or 6-Sigma
- Experience within Salesforce is an advantage

Deep business understanding:

- Understand the digital world, what's happening with technology, new techniques, and best practices.
- Be the internal advocate for the transformation of current "analogue culture" into a digital environment for an enhanced customer experience.
- Develop and measure company-wide digital quotient.

Additional Information

With us, you can actively shape the future of the payment sector. Look forward to a lot of freedom for your ideas and

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