TEB ARVAL BUSINESS PROCESS&ORGANIZATIONAL MNG

TEB - Türk Ekonomi Bankası

TEB Arval Araç Filo Kiralama AŞ is seeking a Business Process and Organization Manager, who will contribute with his/her expertise and creativity to our challenging organization:
 

• Reporting to Digital Transformation Department Head,
• Study level: University or above (preferably Industrial Engineering/Management Engineering),
• At least 5 years’ experience in various structures, transversal activities, marketing, transformation projects, Business Processes Management and quality,
• Experience working with multiple geographies in a multicultural environment is an asset,
• Ideally, experience of operational leasing or fleet management can be a plus,
• Foreign languages : Fluent English is a must, French is much appreciated.
• Empowerment, initiative spirit,
• Analytical thinking, excellent synthesis and presentation skills,
• Ability to influence decision makers at all levels, including general management,
• Excellent listening, communication and relationships,
• Training and coaching abilities,
• Efficiency and continuous improvement mindset, 
• Great sense of autonomy,
• Excellent editorial quality, 
   

Technical skills
 
Projects management techniques and tools (transversal projects across the company),Knowledge of transformation methods like Lean Six Sigma, change management, process management,Proficiency on standard Microsoft and process design tools.

İŞ TANIMI

1/ Develop & manage the Quality infrastructure
 
Insure the Business Process Management (BPM) and the continuous improvement of the Account Team maturity (AT), in close relationships with the teams. Work in close relationships with the Marketing Dpt to prepare, define and implement the Customers Satisfaction surveys.
 
2/ Propose & prepare Actions Plans with the team to improve Service Quality
 
Support TEB Arval and each function in the construction of their respective action plan for a sustainable service quality, ensuring that it is aligned with the Group Service Quality policies. More generally, promote the use of existing BTS methods and skills to solve quality issues.
 
 
3/ Follow-up of the related actions plans & service quality indicators
 
Define a standard roadmap structure and a synthetic dashboard at country level enabling regular follow-up and internal/external (Arval Corporate) communication/reporting on service quality.
Obtain improvement areas regarding the service quality indicators’ results and plan & animate problem solving sessions respectively.
Define and animate the appropriate meetings.
Ensure the local systems (ie: telephone system) work properly and in line with service delivery objectives with related KPIs.
 
4/ Complaint management
 
Support and control the implementation in the country of exhaustive process and tools.
Promote complaints registration and solving as an opportunity for development.
Animate the process to improve performance of complaints handling.
 
5/ Development of a Service Quality culture
 
Facilitate a shared mindset about quality (every body is in charge), continuous improvement with focus on customer accuracy and problems solving.
Define with ARVAL Corporate HR the training modules on Service Quality to be implemented.
Insure a close relationship with ARVAL Corporate Quality and other related departments regarding the projects & reporting on results.