Business Analyst – Documentation & Quality in Change Management Team

arvato FinanceO firmie

  • Kraków

    małopolskie
  • Ogłoszenie wygasło 4 lat temu
  • Specjalista

The Company:

arvato Finance is part of arvato AG – the Industry and Services Division of Bertelsmann AG, which ranks among the world’s leading media companies. Bertelsmann is an internationally renowned media group with businesses in 58 countries worldwide, employing over 100,000 people in more than 500 companies.

arvato Finance is a leader in global Finance BPO services. We began operations in Dublin in 1996 to support multinational clients entering the European market. We have since grown into a full global Finance BPO service provider, with a strong international network comprising hubs in the USA, Brazil, India, Mexico, Philippines, Singapore and Germany to support compliance with today’s standards and offer best shore locations to customers.

Business Analyst – Documentation & Quality
in Change Management Team
Place of work: Kraków

Position Objective:

The Change Management team is responsible for developing and implementing process and organisational change management to support global operations. The central objective of this role is to ensure our Desktop Procedures are accurate, regularly updated and audience appropriate. The successful candidate will support the creation, upkeep and control of financial operations related desktop procedures in a Global environment and to support the global change management governance model. The Business Analyst in this role is a key partner to the client, internal operations & support teams and change agents to ensure there is operational consistency and documentation quality across the global sites.

Duties & Responsibilities:

  • Develop a strategy to refine the DTP (Desktop Procedure) suite for critical operational processes, taking input from global teams (arvato and the client). Develop and publish timelines for SME feedback and revision.
  • Collate and assess all feedback. Achieve consensus. Work with all stakeholders to address feedback, gaps etc. Obtain full sign-off (client) for individual DTP updates.
  • Work with the Quality team to ensure the DTPs are regularly reviewed and updated by Operations.
  • Ensure DTPs are audience appropriate and cover the end-to-end processes carried out at the agent level.
  • Help develop detailed process maps (who, where, when, how).
  • Ensure DTPs adhere to Guidelines, style guide and best practices. Screen all new and updated DTPs to ensure compliance. Review and correct spelling, grammar and structure where required.
  • Responsibility for the entire DTP (Desk Top Procedure) Change Control and Governance mechanism (currently 350+ DTPs).
  • Act as a single point of contact for all DTP related issues: escalations, approvals, SME (Subject Matter Experts) questions – supporting arvato and the client. Act as a go-to person for DTP queries and issues. Mentor and guide stakeholders on DTP Guidelines and best practices.
  • Administer overall Change Management process for Operational and IT Change Requests i.e. secure and record required approvals, ensure completeness of CR documentation and adherence to CR governance model.
  • Provide ongoing and ad hoc reporting and analysis on progress and status of active CRs.
  • Complete audit and quality checks for the CR process.

Skills and Experience:

  • A minimum of 4 years of experience in a multi-national, fast moving financial operations environment, especially in Quality and preparing Documentation.
  • Excellent technical writing and process mapping skills.
  • Excellent attention to detail.
  • Excellent communication (written/verbal) and influencing skills.
  • Excellent co-ordination skills (timelines, deliverables, handovers, push-back – with arvato and the client).
  • Advanced knowledge of Microsoft Word, Excel, Visio.
  • Knowledge of Document Management Systems and/or Google docs is a distinct advantage.
  • Experience of Six Sigma or ISO 9001 an advantage.
  • Fluency in English is essential.

We are offering:

  • Unique office environment with great food, drinks and game rooms.
  • Work for one of the most recognizable online Search Engine in multicultural office.
  • Full time employment contract, great salary and bonuses, various benefits such as free
    medical care, life insurance, sport allowance, multicafeteria system and other.
  • Positive, energetic, innovative and proactive culture.
“Arvato is an Equal Opportunities Employer, Embracing Diversity in the workplace”

If you wish to apply for this position please forward a copy of your CV titled „PPL_Business Analyst“ to [email protected] and include the following in your reply:

I hereby agree to the processing of my personal data for the needs of the recruitment process, in accordance with the Act dated 29th of August 1997 on the protection of personal data (consolidated text: Dz. U. of 2002. No. 101, item 926, and further amendments).

 

The Company:

arvato Finance is part of arvato AG – the Industry and Services Division of Bertelsmann AG, which ranks among the world’s leading media companies. Bertelsmann is an internationally renowned media group with businesses in 58 countries worldwide, employing over 100,000 people in more than 500 companies.

arvato Finance is a leader in global Finance BPO services. We began operations in Dublin in 1996 to support multinational clients entering the European market. We have since grown into a full global Finance BPO service provider, with a strong international network comprising hubs in the USA, Brazil, India, Mexico, Philippines, Singapore and Germany to support compliance with today’s standards and offer best shore locations to customers.

Business Analyst – Documentation & Quality
in Change Management Team

Position Objective:

The Change Management team is responsible for developing and implementing process and organisational change management to support global operations. The central objective of this role is to ensure our Desktop Procedures are accurate, regularly updated and audience appropriate. The successful candidate will support the creation, upkeep and control of financial operations related desktop procedures in a Global environment and to support the global change management governance model. The Business Analyst in this role is a key partner to the client, internal operations & support teams and change agents to ensure there is operational consistency and documentation quality across the global sites.

Duties & Responsibilities:

  • Develop a strategy to refine the DTP (Desktop Procedure) suite for critical operational processes, taking input from global teams (arvato and the client). Develop and publish timelines for SME feedback and revision.
  • Collate and assess all feedback. Achieve consensus. Work with all stakeholders to address feedback, gaps etc. Obtain full sign-off (client) for individual DTP updates.
  • Work with the Quality team to ensure the DTPs are regularly reviewed and updated by Operations.
  • Ensure DTPs are audience appropriate and cover the end-to-end processes carried out at the agent level.
  • Help develop detailed process maps (who, where, when, how).
  • Ensure DTPs adhere to Guidelines, style guide and best practices. Screen all new and updated DTPs to ensure compliance. Review and correct spelling, grammar and structure where required.
  • Responsibility for the entire DTP (Desk Top Procedure) Change Control and Governance mechanism (currently 350+ DTPs).
  • Act as a single point of contact for all DTP related issues: escalations, approvals, SME (Subject Matter Experts) questions – supporting arvato and the client. Act as a go-to person for DTP queries and issues. Mentor and guide stakeholders on DTP Guidelines and best practices.
  • Administer overall Change Management process for Operational and IT Change Requests i.e. secure and record required approvals, ensure completeness of CR documentation and adherence to CR governance model.
  • Provide ongoing and ad hoc reporting and analysis on progress and status of active CRs.
  • Complete audit and quality checks for the CR process.

Skills and Experience:

  • A minimum of 4 years of experience in a multi-national, fast moving financial operations environment, especially in Quality and preparing Documentation.
  • Excellent technical writing and process mapping skills.
  • Excellent attention to detail.
  • Excellent communication (written/verbal) and influencing skills.
  • Excellent co-ordination skills (timelines, deliverables, handovers, push-back – with arvato and the client).
  • Advanced knowledge of Microsoft Word, Excel, Visio.
  • Knowledge of Document Management Systems and/or Google docs is a distinct advantage.
  • Experience of Six Sigma or ISO 9001 an advantage.
  • Fluency in English is essential.

If you wish to apply for this position please forward a copy of your CV titled „PPL_Business Analyst“ to [email protected] and include the following in your reply:

I hereby agree to the processing of my personal data for the needs of the recruitment process, in accordance with the Act dated 29th of August 1997 on the protection of personal data (consolidated text: Dz. U. of 2002. No. 101, item 926, and further amendments).

 

We are offering:

  • Unique office environment with great food, drinks and game rooms.
  • Work for one of the most recognizable online Search Engine in multicultural office.
  • Full time employment contract, great salary and bonuses, various benefits such as free
    medical care, life insurance, sport allowance, multicafeteria system and other.
  • Positive, energetic, innovative and proactive culture.

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