Business Improvement Manager (m/w/d)

As a Business Improvement Manager, you’ll be an instrument part of the MS Digitalisation and Transformation effort. The Digitalisation and Transformation (D&T) team is responsible for leading critical re-engineering and diagnostic efforts across two areas in Merchants Services: Operations and Product and Engineering, linking towards Sales. You will report directly to the VP of Digitalisation & Transformation.

This is a highly visible role where you will need to use your solid process improvement and transformation skills to support the digitalisation roadmap agreed with management across MS to drive operational efficiency; examples include CRM/CPQ, cost of service / Self-service, Front and Back book alignment, control automation.

The perfect candidate will have a foundation in working with LEAN, minimum of 3 years’ experience as a consultant, routine in mapping and identifying ways of working. Quick to get acquainted with a business and be able to identify improvement possibilities. Experience from larger digitalisation projects and ability to be the link between development teams and business side.

The focus of this job will be to work together with the business (support, sales, products) to clarify and identify processes impacted by the Digitalisation roadmap and following support the implementation of the digital agenda: digitizing the customer & user experience, creating an environment conductive to collaboration and innovation, and shaping the mindset of the employees to be more agile.

As part of the roadmap, you will also identify where we can improve on our existing technologies and 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.

You will work with resources/knowledge from the impacted business areas and you will work across borders and functions to ensure alignment on a European level.

What will you be doing?

• Identifying and executing process identification and optimisation across MS to drive operational efficiency.
• Work as an “internal consultant” to get overview of ways of working and identify improvements.
• Drive agreed Special Projects (that drive cost efficiency, operational efficiency, better customer service, and/or better controls).
• Scope and manage deliveries towards roadmap day-to-day.
• Maintain key stakeholder relationships (including cross-functional).
• 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.
• Partner with various project managers and key stakeholders to develop an agreed engagement and escalation process; include risks and issues where dependencies have been identified.
• Together with the team develop workflows in CRM system

What we’re looking for:

• Process Oriented mind-set as demonstrated by prior experience with operational transformation, continuous improvement, lean and/or six sigma experience
• Experience delivering on transformation programs in a regulated environment
• Proven experience improving profitability and reducing cost by optimizing operational capabilities
• Well versed in making changes in an operational 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
• Experience with SAP and/or Salesforce is an advantage

Deeply Understand the Business:

• 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.
• Interface across company on digital issues, opportunities, and reporting.
• Collaborate with internal subject matter experts, system users and stakeholders to understand and document existing and proposed business processes, requirements and system needs.
• Assist managers in establishing process controls in order to measure baseline and post-improvement performance to monitor success of improvement initiatives.

The position is preferably Frankfurt based. German language skills is a must as well as English. The team is based in Copenhagen, so it is expected that the candidate is self-driven and has experience with remote management. Limited travel will be expected.