Description
Everis is an employee-owned multi-national consulting company offering business and strategy advisory, solutions integration, technological applications maintenance and outsourcing services. Our consulting firm works within the banking, consumer goods and retail, energy and utilities, healthcare, insurance, media, manufacturing, public administration, telecommunications and tourism sectors. In everis the most important thing is people -and their all-round development. Currently, Everis has operations in 11 countries worldwide, and a professional staff of over 12,000 people.
MAIN ACTIVITIES:
- Analysing the processes
- Compiles and analyses processes and data and contributes to the specification of process and information needs.
- Defining and documenting the processes
- Defines, documents and models processes and information flows that meet the business partner's requirements and expectations.
- Describes the interaction with other scopes of responsibility.
- Centralises the process information in a knowledge database: instruction notes, system information, common documents, graphic depiction of process flow).
- Implementing the processes
- Supports departments and manages them (operationally/functionally) when integrating and implementing processes or process improvements.
- Implements changes to the processes.
- Encourages and supports the writing out of processes and procedures.
- Coordinates changes in line with other processes.
- Implements the processes and process changes.
- Supports departmental heads and employees.
- Manages projects and change processes relating to processes and procedures.
- Monitoring, reporting and improving the processes
- Monitors and follows up the processes.
- Observes, measures and analyses the processes and performance.
- Compiles and updates statistics and regularly composes reports for specific departments and for management.
- Identifies opportunities and improvement needs and makes recommendations, based on targeted studies.
- Participates in detailing SLAs (Service Level Agreements) with the departments involved.
- Checks department's compliance with SLAs and procedures.
- Defining frameworks
- Works together with other IT or business professionals on process management (analysis, definition, documentation, modelling, implementation, measurement, reporting, adjusting).
- Relationship management
- Influences team members to accomplish the team's objectives.
- Editing and reusing assets
- Contributes to the delivery and updating of documentation of processes and information flows within his/her domain.
- Makes (where possible) use of previously developed processes and their practical applications, and selects the most suitable asset for reuse.
- Communication and knowledge transfer
- Is responsible for the transfer of knowledge and distribution of information relating to the processes in his/her domain.
- Explains activity documents, WPIs (Workplace Instructions), and a range of information from the process database.
- Service Level Management and Supplier Management.
- Assists in the preparation of the specification of the sourcing.
- Assists in the preparation of planning and negotiations resulting in significant agreements and commitments between ING and the supplier.
- Assists in the preparation of the monitoring and checking of the agreement with the supplier, in relation to cost price, delivery, timescales, quality, problems, risks and changes.
CRITERIA:
Scope of responsibility:
- Adjusting, describing, substantiating and implementing processes.
- Monitoring and following up on the processes.
- Supporting and monitoring the use of procedures.
Possible consequences of erroneous decisions and/or erroneously carried out activities:
- impact on the quality and continuity of services to customers and business partners;
- impact on the results and efficiency of the department/team;
- drop in employee motivation;
- risks relating to Risk & Compliance;
- impact on corporate image;
- financial consequences.
Consequences emerge in the short and medium term.
Know-how and complexity:
- Knowledge at Bachelor's level or similar level based on experience.
- Approx. 3 years' work experience in similar environment or industry.
- Knowledge (1 year) of process management.
- Broad knowledge of the organisation and thorough knowledge of commonly used processes and information flows within the assigned department/domain.
- Basic knowledge of the best practices and standards in the industry.
- Is familiar with process management concepts, methods and tools.
- Knowledge of standard and specific software.
- Knowledge of communication techniques.
- Applied knowledge of Service Level Agreement Management and Management Service Provisioning (MSP).
- Spoken and written English skills.
Problem solving:
- End-to-end coordination of process implementation with medium-level complexity and of process improvements.
- Getting the different parties involved, each with their own priorities and objectives.
- Convincing employees that compliance with processes and procedures contributes to accomplishing objectives of the department, and how.
- Assessing the impact of process improvements on related activities and of the mutual interaction between the different processes.
- Ability to handle resistance in the proposing and implementing of process improvements, targeted persuasion and illustration skills aimed at convincing staff members of the added value brought by the improvement.
- Identifying and implementing process improvements that lead to cost reductions.
- Distinguishing between incidental and structural problems.
- Ability to keep track of knowledge of standard processes in the industry and apply that knowledge whenever required.
- Understands the role of the process within a broader context (value or support chain).
- Develops a network of IT and business staff to accomplish objectives.
- Autonomously organises his own work within set deadlines.
- Adheres to internal and statutory procedures, rules and work agreements.
- Escalates to the manager and functional hierarchy to report on problems and opportunities and discuss proposals for improvements.
Communication and consultation:
Internal contacts:
- regular meetings with manager and various departments to gather and share information, support working groups and support process implementation or improvement;
- regular contacts with users/process customers to exchange information and deal with complaints;
- regular reporting, both hierarchically and functionally (Matrix structure);
- contributes as a member of the process community (or other process improvement bodies) of which the process assigned to him/her is a part.
External contacts:
- occasional meetings with external parties to gather information as part of current projects and participation in working groups;
- occasional contact with suppliers of software applications to participate in selection and help set up new projects;
- contacts with external suppliers to exchange information, prepare negotiations, and review and monitor service levels.