Batgroup
Internet
ProcessExcellenceManager
“Process Excellence Manager at Batgroup. Skills: Process Audit, Standardisation, Implementation. Audit and document core workflows. Identify gaps between documented processes”
What You'll Achieve.
improve service quality; operational efficiency; consistency across the organisation; build the process foundation required for future automation; improve service quality; operational efficiency; consistency across teams; strengthen key customer and agent journeys; processes are clear, scalable and ready to support future outbound workflows and AI-assisted operations; Priority workflows across Recruitment, Operations and Administration are mapped, documented and translated into clear operating standards; Main sources of duplication, manual work and unclear ownership are identified and reduced, improving service quality and team execution; Key customer and agent journeys are clarified, with selected processes structured to support future outbound workflows and AI
Industry & Context.
identify inefficiencies; challenge legacy practices; identify gaps; identify unnecessary complexity; identify duplication; identify manual work; identify unclear ownership
What They're Looking For.
Must Have
experience auditing, mapping, documenting and improving operational processes in a service, marketplace, platform or high-volume operations environment, comfortable spending time with frontline teams, observing reality, asking questions and understanding how work is actually done, understand how recruitment, operations and administration processes interact, and you focus on practical improvements that increase quality, efficiency and consistency, comfortable working with operators, team leads, managers and leadership to align process improvements with company priorities, use operational KPIs to identify what matters most, and you can respectfully challenge existing ways of working to create simpler, clearer and more scalable processes
What You'll Do.
Audit and document core workflows
Identify gaps between documented processes
Capture operational know-how
Translate fragmented ways of working
Identify unnecessary complexity
Ensure process improvements support better service consistency
Define what 'good' looks like
Act as an embedded process partner
Work closely with COO and managers
Support teams in adopting new processes
Monitor process performance after implementation
Structure processes for automation
Assist in operational design of workflows
Deep dive into key customer and agent touchpoints
Support definition of operational triggers
Work with Marketing/CRM
Identify where operational events should trigger communication
Monitor recurring issues from interactions
How You'll Work.
Team & Collaboration
Work directly with Lisbon-based teams; Work close to the teams running day-to-day operations; Work closely with the COO and operational managers; Work closely with Operations, Recruitment, Administration and leadership
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