Vacature Business Process Consultant

Business Process Consultant in Maastricht

The organisation

We are the Mercedes-Benz Customer Assistance Center Maastricht. Years of experience and our strong focus on customer centricity has given us expertise to steer and develop global Customer Contact Centers (CCC) around the world. We belong to the Mercedes-Benz Global Customer Service & Parts division and collaborate closely with other departments and divisions to create the best customer journey.

With an international team of over 1000 colleagues we work to create the ultimate customer experience not only for the drivers of our vehicles but in support of the retail and logistics organizations.

WE CARE for customers, they are part of our DNA.

The function

Within the department “Global Customer Care Center Strategy & Management”, the Business Process Consultant is part of the team “Process Management”. The Business Process Consultant is responsible to capture and design customer facing and supporting processes, to ensure the successful integration of use cases, products, and services into our day-to-day Customer Contact Center (CCC) Operations. The role provides process-related consultancy in projects and programs, supporting CCC product and service development, to ensure our business processes are efficient, effective and adaptable to changes.

To do so, the Business Process Consultant is expected to build up a network and proactively engage with relevant stakeholders within the Mercedes-Benz AG organization, as well as at our regional and national subsidiaries and partners. In close collaboration with the other Business Process Consultants, Product Managers, Product Owners and Business Developers, the Business Process Consultant ensures that all processes are integrated in the overall Mercedes-Benz CCC vision and strategy.

Your role will be:

• Act as a change agent within the organization by actively supporting CCC business process simplification, standardization, and innovation through effective stakeholder management.
• Act as an expert consultant for the continuous improvement of CCC processes and infrastructure (e.g. CRM eco-systems).
• Be a professional counterpart for CCC front offices (Operations) for subjects related to business processes.
• Support senior cross-functional team members with business requirement engineering, process testing and aftercare.
• Support in assessing the impact of changes within the core business process environment.
• Ensure process-related data/values are continuously checked and updated.
• Support the set-up and implementation of process KPI’s and targets.
• Create and maintain high-quality process models & support documentation (in line with BPMN2.0 and ISO 9001 quality standards).
• Measure, monitor and analyze the effectiveness of core business processes; identify opportunities for improvement; derive and support the implementation of countermeasures.
• Create relevant information for management on business process performance (process effectiveness as well as adherence).

Requirements

Who are you?

• Be familiar with the field of Business Process Management (concepts, methods, tools)
• Have experience in process documentation, have process modelling skills
• Have experience with process design in projects (traditional and agile) and continuous improvement initiatives
• Have process certifications in BPM, such as BPMN2.0, Six Sigma, Lean
  
  

• Be adaptable, have the ability to work in a complex and dynamic environment
• Have a talent for consulting & analyzing stakeholder requirements
• Have excellent analytical and problem-solving skills
• Have the ability to form and maintain constructive cross-functional relationships with stakeholders from different levels in the organization
  
  
• Have a minimum of a Bachelor’s degree in a relevant field of study
• Be able to communicate extremely well in English
• Have 2 to 5 years of relevant work experience
• Working experience in a contact center environment is preferred

We offer

You will join a multicultural, innovative and informal international working environment with interesting conditions, both primary and secondary. It’s important to be somewhere you feel you can grow. We offer opportunities that enable you to develop.

Furthermore, a health insurance at discount rate, a company bonus (variable payment) and a non-contributory pension plan are just some of the secondary benefits of working with us.

In addition, we offer a comprehensive relocation package.

The procedure

Does this role fit your expectations for a new challenge, then please use the “apply” button to upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application.