Process Officer – Brussels, Belgium

Process Officer

Start Date: ASAP
Duration: Till 31/12/2017
Location: Brussels

The Complaints department is currently conducting a transformation aiming to better meet customer expectations, reduce complaints handling lead time and improve efficiency/productivity. Function Description In this context, the Complaints department has a two-folded need:

  • The process notes of the department have to be updated following the reorganisation and the changes in the processes, as well as the changing regulatory requirements
  • This update of the process notes will take place in collaboration with the internal department concerned with process descriptions

The department would like to equip itself with a knowledge database tool, in order to:

  • Centralise & update our information (legal advices, OmbudsFin decisions, contact persons, standardised letters, …)
  • Handle complaints in a uniform way
  • Limit the hand-over to other departments for information acquirement (SPOC-ing), reduce handling time
  • Increase the knowledge of the complaints handlers The solution should be user friendly, stand alone and easily adaptable by the business when needed Target group : all complaints handlers (+/- 36 persons in total)

Your Profile

  • Education: Bachelor/Master or equivalent by relevant experience with process descriptions & process management (senior profile) Languages: French + Dutch + English
  • At least 3 years of experience Relevant experience with process descriptions & process management (senior profile) Knowledge/notions of MiFID/ legal regulation
  • Experience with the set-up of knowledge databases Preferable Good knowledge of Excel, SharePoint solutions Soft skills
  • Team player
  • Quick self-starter, pro-active attitude
  • Good Communication and Influencing skills
  • Good analytical and synthesis skills  Autonomy, commitment and perseverance
  • Ability to work in a dynamic and multi-cultural environment

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