Brief description of our company - ARVAL COMPETENCE CENTER
We belong to the multinational bank group BNP Paribas and in Slovakia we operate as an organizational unit of Arval Slovakia since 2015. Our main task is to provide support to Arval BNP Paribas group entities. Arval BNP Paribas is a provider of operating leasing in 30 countries worldwide. The support we provide is associated with technical and financial support as well as with expertise, consulting, and outsourcing services. Moreover, we are present in all fields that are linked to operating leasing such as customer contact center, controlling, warranty, insured accidents, or back office. One unit of the company is composed of Department of Operations – call center, communication with drivers and technical department. The other one covers financial field such as complex accounting advisory.
About the role
As Business Transformation Director, you will be responsible for driving company’s transformation and adaptation to the evolving operational leasing market. You will be responsible for managing and coordinating business, systems, culture and people to meet new industry challenges in customer experience, digitalization, IT platforms, project management, process efficiency adoption of AI solutions, in line with Arval and BNP Paribas Group standards.
ACCB strategy evolves around end-to-end process, automation, massification and talents and the upmost purpose of this job is to bring our organization to the highest possible level in all these dimensions.
Reporting directly to the Managing Director of Arval Competence Center Bratislava, you will be a member of the Executive Committee and work closely with local and international stakeholders such as Corporate process owners, BT counterparts in countries, IT organization, ACCB colleagues
Your main duties will be:
PROJECT MANAGEMENT AND STRATEGY
- Coordinate the implementation of Arval Competence Center Bratislava strategy into coherent projects and monitor them with the business.
- Ensure adherence to corporate governance roles regarding IT budgets and projects.
- Actively contribute to the definition and update of the portfolio of business projects, providing information about possible IT solutions, resource requirements, risks, and constraints.
PROCESSES AND ROBOTIC PROCESS AUTOMATION
- Support the deployment of Target Operating Models (TOM) processes in close relationship with the business.
- Support process design, deployment, and management in areas not covered by a TOM, in close relationship with the business.
- Lead, support, and promote initiatives aiming at improving processing efficiencies, including re-engineering, workflow management, and robotic process automation.
- Motivate and encourage RPA and Process experts to work together on RPA opportunities qualification and design of updated processes.
DIGITAL PLATFORMS
- Support the evolution of corporate platforms in close relationship with Arval Competence Center Bratislava key users, Corporate Functions, Business Engineering (BE), and One IT.
- Follow up on IT incidents resolution and support the deployment and integration of digital platforms internally and externally.
- Align IT services with business challenges and strategic objectives.
CUSTOMER AND EMPLOYEE ADVOCACY
- Define and follow up on quality plans, communicate service quality objectives, and manage the complaint management process.
- Deploy, monitor, and improve the NPS program and other Voice of the Customer programs and surveys.
- Spread the service culture and lead change through communication, awareness, and training.
- Participate in the Customer Journey (CJ) community and animate continuous improvement of prioritized CJs.
OPERATIONAL PERMANENT CONTROL
- Manage the 1st Line of Defense for operational risk control, including risk identification, control plans, and incident management.
- Coordinate and support the validation process for new products, activities, and processes.
- Ensure employee awareness of Group policies and procedures and support business areas to address Financial Security obligations.
- Define and monitor the framework, governance, and processes for business continuity and crisis plans.
Candidate’s requirements:
Professional background
- Proven experience in senior transformation leadership / management role, ideally in GBS, automotive, leasing, banking or financial services
- Strong knowledge of project management, business strategy, performance management and customer experience
- Very good command of English language is must
- Advanced MS Office skills
Personal competencies
- Strong and inspiring leadership skills
- Strategic thinking with hands-on execution
- Excellent communication and stakeholder management skills
- Results-oriented with a customer-first mindset
- Open to innovation, change and continuous improvement
- Empathetic, assertive, organized and adaptable
