Business Process Associate

Mollie was founded in 2004 in Amsterdam. Since then, Mollie has grown exponentially to become a trusted payment service provider for over 200,000 businesses. However, this is just the beginning.

We feel that banking has been set up against us for too long. From overdraft fees to payment processing, banking products are confusing, stressful, and frankly—boring.

In contrast, Mollie was founded to change the status quo, aiming to provide a new generation of financial products designed to work entirely for our customers. A product-first approach that our customers can truly benefit from.

We share a high bar for building a product that our customers will love. Our strong maker culture is balanced by cross-functional teams and a focus on fast-paced product cycles.

Your opportunity:

As part of this role, you will be a key enabler of our mission to help merchants with effortless money management. As Business Process Associate you will lead the development, implementation, and optimisation of all business processes that are related to our support operations. You will be working on designing and documenting processes and policies for our operational teams to ensure they are empowered and able to support our customers effectively. The ideal candidate is someone who loves process excellence, is obsessed about operational details, pursues optimal workflows, and cares deeply about the change management and customer experience end-to-end.

What you will be doing

• Establish clear and continuous processes around Contact rate to identify opportunities for automations, deflection or channel optimisation.
• Lead the end-to-end design, development, and implementation of all core business processes related to customer support.
• Design and maintain clear documentation for all related processes, ensuring alignment with internal standards and operating guidelines
• Own the change management for the rollout to Ops for the product rollouts, ensuring seamless coordination with our Operations team
• Develop comprehensive supporting materials, including Work Instructions, Macros, and Help Centre Articles, for both ongoing and new deployments, and consistently update and optimise them based on customer insights.
• Coordinate launches with Support Operations teams to facilitate effective capacity planning and manage potential positive/negative impacts of changes.
• Establish ongoing monitoring and feedback gathering mechanisms to track support trends and inform insights obtained from support channels
• Collaborate with product or tools teams to automate manual processes, improving service speed and accuracy.
• Ensure that all customer-facing processes, including customer support and complaint resolution, are designed to deliver exceptional customer experiences.

What you will bring

• 5+ years of Business process or/and change management experience
• Experience with Business process and change management tooling and frameworks
• Experience working with cross functional teams, ideally with Product and Engineering teams
• Ability to communicate effectively across all levels of the organisation
• Knowledge of the Fintech is a plus

Benefits

• 20 days working from abroad: Enjoy the flexibility to work from abroad for 20 days a year (excl high risk countries)
• Wellbeing Budget: Enjoy €60 per month net towards taking care of yourself.
• Lifestyle and Health Support: Reach out for coaching and support whenever you need it via OpenUp.
• 26 holiday days: Time to relax. Plus an extra 2 days off in between 27 and 31 December!
• Commute options: Receive an NS Business Card and participate in our bike lease plan
• Birthday off: It’s your special day! Why spend it at the office?
• WFH Equipment Budget: One off budget of €400 for our new hires.
• Hybrid working: With WFH & Internet allowance at €60 a month.
• Discounted Lunch: Hot and cold meals plus snacks available each day for less than €4 and only pay when you use the service!
• Health Insurance: Insure with ONVZ or receive €125 net towards your own insurance.
• Annual Mollieverse event: All Mollies get together, connect and have fun.