Process Manager

Our client is a leading European energy company, which for more than 100 years has electrified industries, supplied energy to people’s homes and modernised the way of living through innovation and cooperation. They now want to make fossil-free living possible within one generation. That's why they are driving the transition to a sustainable energy system through initiatives in renewable production and climate smart energy solutions for their customers. They employ approximately 20,000 people and have operations mainly in Sweden, Germany, the Netherlands, Denmark and the UK.

Role Description:

• As a process manager with our client, you will focus on delivering results today and implementing changes that shape the future.
• You will be assigned a specific area within the process chain where you’ll take responsibility for process outcomes and risk management.
• Due to the rapidly evolving energy market, our client’s team needs to expand to ensure timely and complete implementation of essential process changes.
• In the coming period, we are seeking reinforcement for initiatives like the implementation of the new energy law, expected to take effect in mid-2025
• Additionally, our client aims to further professionalize billing chains and settlement processes with other market participants in the energy sector.
• Our client’s objective is to deliver optimal process performance and an outstanding customer experience (NPS) for business clients.
• Key areas of focus include enhancing the customer journey and advancing the digitization and automation of customer processes.

Responsibilities:

• Identify and implement cross-chain process optimizations and projects within commercial and service operations.
• Prepare for the implementation of the new energy law.
• Develop process flows, customer journeys, work instructions, and training materials.
• Lead the change process and execute system changes within sourcing, CRM, or billing systems, as well as the online business environment.
• Conduct data analysis to support business cases or process analysis.
• Support digitalization goals through automation and AI initiatives.
• Enhance NPS scores for business clients.
• Our client is focused on the marketing, sales, and service needs of business customers. The Process Management team comprises ambitious professionals preparing the business process chain for a customer-centered, sustainable future. The team operates with an agile structure where process managers contribute in multiple roles. You will report directly to the Manager of Process Management for the Business Market.

Requirements:

• We are looking for a proactive, experienced process manager with a natural drive for improvement.
• You are capable of managing cross-functional projects and process optimizations.
• Your critical, solution-oriented mindset helps you consistently deliver value to customers and the organization.
• Key qualities include a result-oriented and customer-centered approach, strong problem analysis skills, and effective collaboration.
• You bring expertise in process design, user story development, and requirement gathering to drive improvements.
• You use data analysis and customer feedback to pinpoint opportunities, convincingly guiding stakeholders through change in a dynamic environment.
• Minimum of 5 years of relevant experience, such as in process management, product ownership, or product management; experience in consultancy and/or the energy market is a plus.
• Demonstrated success in optimizing complex processes and achieving strong operational results.
• Proficiency in analyzing and refining processes and creating requirements, process flows, and business cases.
• Strong data analysis skills and the ability to base improvement strategies on factual insights.
• Proficient in Dutch, both written and spoken.
• Experience with Lean Sigma methodologies is an advantage.