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Operational Excellence Owner

Job Type
7 Sep 2022
A job at Proximus? You'll find that everything revolves around the idea 'Think Possible'. This means: we always assume that something is possible, even if it seems impossible. Well, especially so, actually. Call it a way of thinking that involves being open to a world of digital solutions that make our lives easier. And our way of working smarter.

Excellent service is an asset that Proximus wants to play in a highly competitive market environment. Within Customer Operations Process Chapter, we strive to meet our customers' expectations by identifying pain points in our processes and implementing customized solutions.

We work on shorter term optimizations, as well as on more long-term supporting applications and process improvements. We're looking for an experienced process expert to define an action plan with short to mid-term structural process improvements.

These improvements will support the mission of Customer Operations to further boost its operational efficiency and to improve overall customer experience.

As a process expert you are responsible for identifying and implementing opportunities to improve our internal efficiency.

Starting from specific pain points you identify improvement opportunities for our operational services while making sure this has also positive impact on customer experience.
You organise workshops to gain a better understanding of the problem, analyse potential solutions and formulate a plan of approach for which you obtain the necessary buy-in internally.
For each initiative you make a business case and you defend your idea towards management.
You discuss your idea with operational teams and you involve them during the implementation phase.
On a regular basis you give a status update to management and the concerned stakeholders
You are looking for synergies and best practices with other teams within our organisation, e.g. Lead-to-Activation Process Chapter instance, Administrative Servicing & Complaint.


You show leadership and take ownership of an operational battle in your management.
You have strong qualities to negotiate, to convince others and to get things done.
You are social, assertive, customer friendly and put team play first.
You are a real out-of-the-box thinker. You succeed in translating innovative ideas into concrete actions and implementing them.
You are curious, analytical, critical and have sufficient strategic insight. You easily make the connection between the concrete actions taken in your operational battle and the strategic, long term actions of CUO and the group.
You can portray complex, detailed problems in concise summaries that contain all the elements to reach the right actions and conclusions
You are an energetic person and bitten to improve the customer experience.
You have experience around process improvements, using a standardized approach such as Lean Six Sigma.
You can quickly master new material and to process information of different nature and volume and transform it into something useful in the context of your "operational battle".
You can rely on excellent interpersonal skills. You always take on a coaching attitude and easily handle techniques of giving and asking feedback
You are a strong change manager who succeeds in motivating people and getting them on the same page.
You guarantee a top communication to your stakeholders and manage their expectations.
You are able to give presentations to members of the Proximus Leadership Team.
You have a university degree (Master).
You have at least 5 to 10 years of relevant business experience and an affinity with customer experience, operational efficiency and service.
You are fluent in English, Dutch and French.

What do we offer you?

Naturally we have a competitive salary package for you. But there is so much more!

We are 100% Belgian. So we make decisions in three languages. And all at the same time if you like!
We are open to everyone: M, W, X, and in fact all the other letters of the alphabet.
We encourage personal growth. At the Proximus Academy, you won't even want to miss a session.
We are, of course, committed to sustainability. What else did you think?
We firmly believe that working together is important, but that having fun together is even more so. That is why we regularly organise fun activities. (Please let us know if you have a talent for playing Santa Claus!)
We believe in responsibility. Also in yours. For example, you can take it to launch your own initiatives.
We put our customers first. And because we are all customers somewhere, you already know what that means. That's good.
And the ever-important work-life balance? We keep it in the right place.

In a nutshell We offer you a job full of opportunities to grow and learn, a job that will push you forward, as you shape the digital future with us. And in doing so, you might achieve more than you thought possible. Are you a professional who thinks like this? Someone who sees solutions where others only see obstacles. Then you are a talent that can still grow with us. Every day.
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  • Job Reference: 706429239-2
  • Date Posted: 7 September 2022
  • Recruiter: Proximus Group
  • Location: Brussel
  • Salary: On Application
  • Job Type: Permanent