Business Process Manager Customer Onboarding

At a glance

Are you interested in steering and developing the onboarding customer journey? Do you recognize the beauty in developing a robust, sustainable end-to-end process that function flawlessly, delighting our customers and fulfilling our employees’ expectations? Are you someone who can mobilise teams to collaborate, drive execution and get the right results? Then this might be the perfect job for you!

Strong, well-designed, generic customer processes are crucial to achieve our ambition to become a personal bank in the digital age. The Generic Customer Processes (GCP) department within Customer Data Solutions (CDS) plays an important role in improving the service we provide to our customers and complying with laws and regulations. As Senior Business Process Manager you will be responsible for leading and owning some of the bank's most important customer processes. Furthermore, you will provide guidance and training to junior team members and act as their mentor.

Currently we are looking for a Business Process Manager to join the Onboarding team. This team owns all onboarding processes for all customers within Main Bank, and is also responsible for client recognition and client eligibility.

Your job

As a Business Process Manager Onboarding, you will closely collaborate within a team of fellow (senior) business process managers to manage and improve a group of end-to-end generic customer processes. 

Your responsibilities will include:

• You will own one or more end-to-end generic customer processes related to onboarding for Personal & Business Banking, Wealth Management, and/or Corporate Banking.
• You will manage these processes end-to-end, and ensure that all necessary guidelines, standards, and Standard Operating Procedures (SoPs) are designed & implemented to improve customer service and compliance with laws and regulations.
• You will be responsible for continuously improving the Net Promoter Score (NPS), process performance (downtime/lead time) and efficiency (costs) of the generic customer processes within your scope.
• You will implement value chain management to actively monitor and steer upon the performance of the end-to-end processes you are accountable for.
• You will mobilise and manage stakeholders across the end-to-end chain to collaborate, drive execution and achieve the right results.
• You will initiate, prioritise, and provide requirements for proposals on process improvement, harmonization, and digitalisation.
• You will be responsible for giving in insight in process performance and execute accurate analyses to define potential process performance improvements.

Working environment

Generic Customer Processes (GCP) is part of Customer Data Solution (CDS), ABN AMRO's "one-stop-shop" for reliable and high-quality Customer and Party data. Based on the process(es) you will own, you will be joining one of the four teams within GCP: Onboarding, Personal Life Cycle Management, Business Life Cycle Management or Periodic Data Refresh (PDR). At CDS, we believe in reliability and trustworthiness. When you work for CDS, you are curious and up to date, you do it together, you are clear and concrete, driven and proud and you want to deliver. Together, we are a team of passionate experts who strive for seamless execution in collaboration with our stakeholders. We do this in an inclusive work environment where performance and job satisfaction come together.

Your profile

As a Business Process Manager Onboarding, you take ownership, are self-starting and able to work independently. You have excellent analytical, organizational, and project management skills, and are a critical sparring partner for your team and stakeholders. You are curious, detail-oriented, structured, and energetic, with a proactive and positive attitude.

You have:

• University level education with 5+ years of relevant work experience, preferably with a background in business process management, change management and/or operational excellence
• Demonstrable experience in stakeholder management on managerial level
• Track record in complex problem-solving
• A commercial mindset 
• Professional working proficiency in Dutch  

You are:

• A go getter with focus on continuous improvement
• Holistic and able to translate strategy to pragmatic solutions
• Connector with a strong focus on delivering value
• Good at analyzing and working with data and dashboards

We are offering

• The gross monthly salary displayed above is based on a 36-hour work week, including vacation pay and benefit budget.
• The Benefit Budget is 11% of your salary. The Benefit Budget allows you to acquire additional employment benefits. If you make no purchases or reservations in the Benefit Shop in a given month, you are paid one twelfth of your Benefit Budget that month.
• Five weeks of vacation per year. You have the option to purchase an additional four weeks per year.
• Personal development Budget of € 1.000 per year, which you can accumulate up to € 3.000.
• Possibility to work from home (in consultation with your team and depending on your position).
• An annual public transport pass with free public transportation throughout the Netherlands.
• An excellent pension scheme.

Interested?

Apply now! If you're passionate about business process management and are looking for an opportunity to make a real impact, we can't wait to hear from you. Join us at Generic Customer Processes, where you will take ownership in directing some of the bank's most important customer processes and help shape the future of our business.

Looking for more information? Please reach out to Yannick Beelen via yannick.beelen@nl.abnamro.com.

Equal opportunities for all

The success of our organisation depends on the quality of our people and the ideas that they have. Truly surprising insights and innovative solutions for our clients result from an interplay of cultures, knowledge and experience. Diversity is therefore extremely important to our organisation. To ensure that everyone at ABN AMRO can develop their talents, we encourage an inclusive culture in which all colleagues feel engaged and appreciated.

Disclaimer external recruitment agencies

External recruitment agencies need to have a signed agreement with ABN AMRO BANK N.V., executed by a Talent Acquisition Specialist, when submitting a resume to a vacancy. No unsolicited services or offers, please.