Mall BU Customer Service
Vattenfall / Säljarjobb / Stockholm
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Vattenfall
Vattenfall Customer Service is managing the customer operations in all markets. We focus on delivering the best customer experience in a very efficient way. We want to create the most loyal customer base in Europe, by being "the most easy to do business with" company in the European energy sector. The operational country organizations Nordic, the Netherlands and Germany are supported by Process and Demand Management, which has the task to realize significant savings from exchanging best practices and standardizing processes and aligning the IT systems over the countries Process and Demand Europe is an organizational unit within the Business Division Distribution and Sales and has approximately 200 people located in Germany, the Netherlands and Sweden. Process and Demand Europe supports the Business Division regarding Demand and Portfolio Management, Process Management, Data Quality Management and Online Capabilities
Head of Process Management Process Management focuses on the quality of all processes in the BD Sales & Distribution. The department ensures that the processes support the general vision for Vattenfall and that all processes follow the selected strategies, meeting the demands and wishes of customers and/or stakeholder as efficiently as possible. The main goal of the position is to support Sub Process Owner with a decision basis for improvements of the process, to support end-to-end Process Manager in full scale process management and to deliver sub-process management.
Main tasks are:
Analyse, develop and control the sub processes Support End-to-end Process Management in analysing, developing and controlling the end-to-end processes
Work actively on process development
Continuously monitor the markets i.e. for instance changes in rules and regulation which might have an impact on the processes and if needed work on ensuring appropriate changes are implemented
Participate in improvement/development projects to ensure successful business implementation of changed/new processes.
Develop and supply process descriptions including working instructions
Execute adequate training to trainers within the Operational units, enabling them to train the end-users i.e. customer service representatives, sales rep etc.
The position is also responsible for the Knowledge management process.
Other information The position leads three teams, within the markets on which the BD is operating. Today the core markets are the Netherlands, Sweden and Germany and supporting markets are France, Denmark, Norway, Finland and Austria.
The position requires thorough understanding of process management in theory and in practise, e.g. work experience from a large process orientated company is meriting. A broad experience in international management and excellent skills in English are required. Skills in German, Dutch and Swedish are a merit.
Location: Sweden, Netherlands or Germany
For more information about this position please contact recruiting managers Lars O Eriksson (+46 702 1409930). For information about the recruitment process please contact recruiter Fredrika Schartau, +46 8 555 65 119 Trade Union representatives: Per Lindberg, Unionen, +46 70 6939407, Birgitta Carlsson Allmér, Ledarna, +46 70 6724529, Carl-Gustaf Angelin, Akademikerna, + 46 70 605 94 90, Michael Mukka, SEKO, +46 70 90 151339
Welcome with your application with CV and cover letter via this page no later than May 11, 2012. We are continuously reviewing applications and the position can be filled earlier than the application deadline
Publiceringsdatum2012-04-19Arbetstider och omfattningPermanent Position - Full Time
Så ansöker duSista dag att ansöka är 2012-05-11
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Ange följande referens när du ansöker: 12340-DU-00245
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Klicka på denna länk för att göra din ansökanKontaktFöretagVattenfall
AdressVattenfall
16287 Stockholm
Jobbnummer 1219199
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