Process Design Manager Customer Service

My name is Jonas Forslund and I am the head of Customer Service at Klarna. I am looking for a Process Design Manager. Do you want to be a part of a challenging and exciting journey in this rewarding position? Then you should apply for this job.

Customer Service´s primarily goal is to deliver excellent service to our customers. We provide support in local language in all geographies where we are present.

As a Process Design Manager you will play a central part in my Customer Service management team. Your task is to manage an expert team of Process Analysts. Together with the process owners you will identify, analyze and facilitate creation of current and future state processes, workflows, and technology in customer service and merchant support.

Your main work tasks include, but are not limited to;
- Assessing current state processes, and together with Process Owners prioritize, detail and implement new improved ways of working aligned with business plan goals
- Identifying technical solution enabling improved quality and efficiency gains through a higher degree of process automation
- Produce required documentation, including business and/or technology process flows, high-level business requirements, detailed functional requirements, presentations, etc.
- Manage small- to medium-sized projects and assist in management of larger projects

Required Qualifications;
- Minimum bachelor´s degree
- Several year´s experience with process management
- Proven project management skills
- Strong analytical skills
- Excellent communication skills, both verbal and written
- Strong computer skills including Microsoft Office, MS Project and MS Visio (or similar process mapping tool)
- Fluently in English

Preferable Qualifications;
- Experience from customer service and/or COPC is a strong merit
- Management Consulting, Lean and/or Six Sigma experience
- Previous leadership experience
- Other languages

Success factors;
- Organized: Successfully manage and effectively prioritizes multiple simultaneous streams of work.
- Perspective: Focuses on the big picture when it´s appropriate and dives deep into the details when it´s appropriate
- Independent Team Player: Capable of working both independently towards other stakeholder, leading your team to achieve set targets and be a collaborative team player in the management team
- Business Acumen: Capable of understanding the business perspectives and what´s add value from a customer point of view
- Problem Solving: Identifies root causes of problems, balances qualitative and quantitative perspectives, facilitates development of creative solutions
- Change Agent: Involves the appropriate stakeholders in the process and have an ability to influence others.

We offer you an international working environment filled with smart and ambitious colleagues. As an employee at one of Sweden´s fastest growing companies, you will play an important role in taking Klarna to the next level. You won´t work for Klarna, you´ll work with Klarna.

For questions please contact Jonas.forslund@klarna.com We recommend you to apply as soon as possible, selection and interviews are held continuously.

Location
Stockholm, Sweden

Deadline
2014-03-31