Optimizing Operational Excellence

Process Optimization Specialist

A large-scale transformation initiative is underway to enhance operational efficiency, customer self-service, and future-proof operations.

We are seeking an experienced Process Optimization Specialist to support a reorganization project focused on redesigning team structures and improving organizational effectiveness.

• 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

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