tech business workflow supervisor

As a Tech Business Workflow SPV, you will be responsible for reviewing, evaluating, simplifying and designing business processes to continually improve service delivery for Vodafone customers through digital-care and assisted care touchpoints. You will be responsible to design end2end Assisted flows and the Digital self-care journeys into production, in cooperation with digital tribe teams (Tobi, Web, App). You will review Digital care analytics insights, recommend, design and test journey improvements. You will develop and deliver improvements within Customer Operations department and across the wider business with main focus to optimize end user/customer experience, processes and revenues. 

More specifically you will: 

• Design, build, test and deploy digital self-care journeys 

• Analyse, validate and develop business process flows 

• Work with business owners and senior stakeholders to define, develop and implement innovative business solutions for digital self-care journeys 

• Planning & Execution: ensure that own responsibilities’ operations are executed successfully, and planned results are obtained 

• Lead Gap-Analysis sessions; As-Is/To-Be customization of business processes per requirements, blue printing, prototyping, and documentation 

• Facilitate process workflow modelling in order to collaborate on process improvements, automation capabilities and clearly defined end-to-end use cases for customer operations 

• Report, update and escalate internally the most important issues that will affect end user/customer experience, processes and revenues 

Who you are

• Bachelor degree in Business or Engineering 

• Professional experience with a focus on delivering process and journey enhancement deliverables  

• Microsoft office suite with marked proficiency using Visio, PowerPoint, Excel for presentations and metrics 

• Experience in developing, implementing, monitoring and communicating with impact insights based on various internal and external sources and translating these insights into actionable improvements 

• Ability to set clear goals and timelines, manage communications between multiple stakeholders, communicate the ‘big picture’, inspire and convince 

• Excellent analytical and influencing skills 

• Strong conceptual thinking skills with an ability to problem solve, recommend solutions and intuitively prioritize business issues 

• Exceptional communication skills, both written and verbal, with a proven ability to effectively partner with peers and senior management in driving change 

• Ability to work on multiple projects simultaneously, managing time and resources to ensure work is completed efficiently within established timeframes 

• Excellent communication skills (oral & written) both in Greek and English 

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.

What's in it for you

•   Competitive pay, bonus & remuneration package 
•   Private Health & Medical Insurance  
•   Hybrid way of working: a blend of 60% remote and 40% office-based working, including the option to work up to 20 days from abroad 
•   Remote work equipment to help you create a comfortable, ergonomic workspace at home  
•   Unlimited access to learning resources and trainings 
•   Vodafone Parental Leave: 16 weeks of fully paid parental leave to all employees regardless of gender, sexual orientation or length of service  
•   Spirit of Vodafone Day: one day each quarter dedicated to your personal development 
•   Extra days off: Vodafone Day, Family Day, Volunteering Day 
•   Needless to say, we cater for your communication wherever you are 
•  Office amenities (subject to the office location): such as restaurant, beauty corner, gym and parking 
•  Special employee offers and discounts