Process Excellence Manager 80-100%

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  • Zürich
  • Unbefristet
  • Vollzeit
  • 21 Tage her
At Sunrise, we think bigger, go further and create new ideas. For us working culture means achieving great things together. It’s where respect and innovative ideas combine with real teamwork – every voice counts, every perspective makes us stronger. Our passion spurs us on to try new things and grow continuously. Sound like you? Then join our success story.Reporting to the Head of I Pay and Manage Journey, this role is responsible for the granular design, documentation, and continuous improvement of specific process segments (e.g., Invoicing, Payments, Collection).YOUR CHALLENGE:
  • Granular Design & Documentation: Authors detailed E2E process & journey flows that translate the "Future State" vision into airtight logic for agents and systems
  • Quality Gate: Conducts impact assessments on all proposed changes to ensure new features do not overlap or conflict with existing journey logic
  • Agile Execution Lead: Operates as the lead for agile improvement cycles, converting journey pain points into technical user stories and process requirements
  • Data-Driven Optimization: Analyzes Process Mining outcomes to identify specific bottlenecks or "loops" in the process and proposes technical or logic-based solutions and automation-ready manual steps
  • Root Cause Investigation: Conducts deep-dive RCA on KPI deviations to determine if the failure is process-related, system-related, or agent-related
  • Stakeholder Sync (Product/IT): Works daily with Product Owners to integrate new product features or improvements into the existing processes and journeys
  • Enablement Engineering: Collaborates directly with Agent Enablement to build the technical specs for dynamic scripting and digital tool transformation
YOUR SKILLS:
  • Education: Bachelor’s degree in Business Administration, Engineering, or Computer Science
  • Certifications: Lean Six Sigma Green Belt or higher; formal certification in BPMN 2.0 (e.g., OCEB)
  • Experience: 3+ years in process management or business analysis, preferably within a complex technical environment like Telco or IT Services
  • Ability to translate complex technical constraints into clear, business-focused solutions for non-technical stakeholders
  • Proven experience navigating multi-dimensional service environments with high-dependency systems, such as Billing, IT, and Retail
  • Practical knowledge of Lean or Six Sigma methodologies with a focus on eliminating process waste and reducing manual overhead
  • Proficient in using Process Mining or data logs to identify root causes of journey friction and customer pain points
  • Expert user of process modelling and collaboration tools (e.g., Signavio, Miro, Visio) to design airtight, scalable journey logic
At Sunrise, you’ll be working in a dynamic and multinational environment where every voice is heard, perspectives are shared and values are lived. Diversity isn’t just a program for us, it’s part of our DNA. By celebrating our differences, we achieve great things together.Sunrise has partnered with «Advance – Gender Equality in Business». We’ve also been awarded the Swiss LGBTI label and «Fair-ON-Pay Advanced» certification as recognition for offering all our employees equal pay for work of equal value.Ready to rise to the challenge? Then join the team and actively shape our future!#ChallengersWantedInformation for agencies: Application dossiers sent or uploaded by placement agencies or similar are not desired, will therefore not be considered and will be deleted.#LI-KD1

Sunrise Communications