JOB TITLE: BUSINESS TRANSFORMATION MANAGER
MISSION
In a context of fast moving operational leasing market, the Business Transformation Manager is managing actively the transformation and adaptation of our business, our systems, our culture and our people to the new challenges of our industry in terms of Customer Experience, Digitalization & IT platforms, Project Management, Data Quality & Reporting, Process Efficiency and Robotization.
In this respect the main missions are:
- To drive Customer experience and Employee experience forward.
- To support the company in the deployment of the Target Operating Models (TOM) and business processes, together with the business lines and Corporate functions. Tu support process improvement and problem solving.
- To lead and support robotisation initiatives
- To support the company in the deployment, integration with partners and configuration of the Digital platforms, together with the business lines, Corporate functions, Business Engineering (BE) and One IT.
- To increase the data quality awareness and the users’ expertise on the Digital platforms.
- To ensure the adequacy & quality of IT services delivered by OneIT to enable Arval to achieve its strategic goals.
- To animate and mobilize resources transversally to pilot projects, transformation initiatives and automation.
- To manage the Business Continuity Plan in compliance with the Group’s policies and guidelines.
- To manage Quality related responsabilities
OBJECTIVES AND ATTITUDES
The main objectives of and attitudes expected from the Business Transformation Manager are to:
- Create companywide strategies to stay ahead of industry-related changes.
- Drive alignment across the enterprise in order to serve customer needs.
- Spend time internally and externally with customers and stakeholders and genuinely seeks to understand their needs.
- Look for outcomes that maximize the benefits for the enterprise, not just their department or function.
- Pursue value realization for the enterprise even if their function does not benefit.
- Collaborate effectively with others and influences all stakeholders towards enterprise outcomes.
- Embrace conversations needed to deliver enterprise value.
- Take a broad view when approaching issues.
- See ahead to future possibilities & translates to breakthrough strategies.
- Collaborates to influence strategies of others, and adapts own strategy towards enterprise value
- Mobilize others to initiate change;
- Build group momentum for change;
- Embed a culture of change.
- Align change to enterprise strategies and direction.
- Relate well to all kinds of people, up, down and sideways, inside and outside the organization.
- Build appropriate rapport.
- Build constructive and effective relationships;
- Create the company wide quality strategy and implement the related instruments
- Implement and secure the Data Protection Group standards
- Local IT correspondent:
- Is in charge of local IT infrastructure and local IT budget
- Follows up on the resolution of local IT incidents
- Systems project local manager
- Functional analysis and Documentation of the system requirements of Arval Hungary
- Definition and follow-up of Change Requests of Arval Hungary in close collaboration with local key users
- Practical organization of the local implementation: acceptance tests, training, communication, process adaptations related to the project, data migration
- Business efficiency:
- Identify the need for local Transformation Projects and act as a manager or coordinator for these as well as a Business Analyst by gathering the specifications, formulating the new processes and the IT infrastructure needed to support them and follow up all actions required for their completion.
- Follow the implementation of changes and Transformation Projects for other Arval entities to identify the points that could benefit Arval Hellas and introduce where required these changes to local business
- Liaise with appropriate stakeholders in order for local Transformation Projects or Change Requests to gain visibility and support where needed as well as diffuse and share knowledge between Arval entities and Arval Hungary
- Continuous improvement: problems solving, operational efficiency initiatives, lean approach
- Quality management
- Managing client satisfaction survey process
- Managing complaints
- Delivering complaint management training
- Creating weekly complaint report
- Creating monthly quality report
- Coordination of the supplier survey process
- Regular follow up and reporting on post event surveys
- Close cooperation with regional quality manager
- Part of the regional quality community
AREAS OF RESPONSIBILITY
- Customer and Employee Advocacy
- Business processes and Robotic Process Automation
- Digital Platforms
- Data office & Reporting
- Projects, Roadmap & Strategy
- Quality
- Business efficiency
- IT correspondence
MAIN RESPONSIBILITIES
CUSTOMER & EMPLOYEE ADVOCACY
- Define and follow up the quality plans, communicate on service quality (quality objectives and surveys).
- 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 supporting the business with communication, awareness, training.
- Participate to Customer Journey (CJ) community, animate continuous improvement of prioritized CJs
BUSINESS PROCESSES AND ROBOTIC PROCESS AUTOMATION
- Support the deployment of TOM processes in close relationship with the business.
- Support process design, deployment and management (procedures charts, job instructions, flow of information, regular update and communication) in areas not covered by a TOM, in close relationship with the business.
- Support, especially with ACE skills, processes continuous improvement, in line with KPIs and performance standards defined in TOMs or Corporate functions.
- Spread continuous improvement culture, define and follow up the efficiency plans for the processes and organization in line with Arval strategy, and in close relationship with Finance and HR.
- Lead, support and promote initiatives aiming at improving processing efficiencies which may need re-engineering initiatives, work flow management and Robotic Process Automation.
- Be alert but also challenge opportunities subject to robotization. Play a facilitating and promoting role in the reuse of existing robots (e.g. from other countries).
- Motivate and encourage RPA and Process experts to work together, on RPA opportunities qualification, for joined design of updated process / robot tasks, etc. Ensure regular synchronization of RPA with Data/AI.
- Share with the BT community the most efficient robots and opportunities for synergies via robotization.
DIGITAL PLATFORMS
- Support the Corporate platforms evolutions (CLS, Coda or Navision, digital satellites, etc.) in close relationship with the local key users of the business, Corporate Functions, BE and One IT: consolidate the evolutions requested by the country, maintain the overall country implementation plan of evolutions to come, support the business for change management and for systems configuration and testing when needed.
- Follow up IT incidents resolution: incident backlog and escalation to BE / One IT when required.
- Support the deployment and integration of the digital platforms internally and externally (customers, drivers & suppliers).
- Align IT services to Arval business challenges and strategic objectives.
DATA OFFICE & REPORTING
- Assess the business on data protection and implement the requirement of the local GDPR in coordination with the business, BE, Corporate CDO and Corporate DPO, insure the DAQIP role of the entity.
- Contribute to improve continuously the data quality in the systems in close relationship with the business.
- Support the business on their reporting needs, in close relationship with BE (especially Data Layer Senior Program Leader), IT data hub teams and Corporate reporting teams.
Control Framework
- Be responsible for the 1st Line of Defense for operational risk controls applicable for BT scope
PROJECTS, ROADMAP & STRATEGY
- Coordinate the declination of Country strategy into a set of coherent projects and monitor them with the business.
- Align with Corporate Control & Performance Office (CCPO) governance, guidelines and tools (Triskell). Ensure the respect of Corporate Governance roles regarding IT budgets & projects (IPC).
- Apply the governance framework for project and portfolio management and be accountable with the sponsors, for meeting project deadlines, budget and expected results.
- Actively contribute to the definition and update of the portfolio of business projects, by providing information about possible IT solutions, resource requirements, risks and constraints.
INTERFACE WITH OTHER FUNCTIONS:
- All Arval Country Functions and Regional Community.
- Regional CRO and ORC.
- Corporate Functions, Corporate BT, Business Engineering, One IT.
- Active participation to Corporate BT governance and BT community.
COMPETENCE, SKILLS & EXPERIENCE:
- Strategic thinking & decision making.
- Open minded, curious about new ideas, initiative spirit.
- Leadership and ability to influence stakeholders.
- Project and change management.
- Clear communication with all levels and excellent editorial quality.
- Customer centric, able to lead process improvement and implement cross departmental changes.
- Risk awareness, process oriented with a high level of compliance mindset.
- Understanding IT and working with IT as a partner.
- Experienced in working with a framework of a corporate centre and international environment.
- Fluent in local language (Hungarian)
- Fluent in English.
- Knowledge of Operating Lease market.
ROLE WOULD IDEALLY SUIT SOMEONE WHO…
- Is passionate about delivering the best possible change experience.
- Has a clear vision of what they want to achieve with a results focus.
- Can excite others, inspire their collaboration, and take a collaborative and versatile approach.
- Has emotional intelligence and can empathise with others.
- Enjoys building relationships with business stakeholders.
- Can support a team working in a challenging environment.
- Can think creatively and outside the box, in order to meet business requirements.
REPORTING LINE
- Reports hierarchically to the General Manager of Arval Hungary
- Also reports functionally to the Chief Transformation Officer
- The Business Transformation Manager is member of the Management Committee
