Job Description

Job Title: BUSINESS PROCESS OPTIMIZATION SPECIALIST

Department: Business Operations

Location: Katowice / Hybrid work

Reports to: Head of Business Operations

Job Purpose

The Business Process Optimization Specialist is responsible for continuous improvement, standardization and automation of Business Operations processes. The role focuses on end-to-end process analysis, identification of inefficiencies and operational risks, and implementation of improvements that increase process quality, cost efficiency, scalability and regulatory compliance.

Key Responsibilities

Process Optimization and Continuous Improvement

• Analyze end-to-end Business Operations processes, including contract management, switching, billing, settlements, customer onboarding, customer service and reporting.
• Identify process inefficiencies, bottlenecks, operational risks, errors and manual activities.
• Design and propose process improvements based on simplification, lean principles and automation.
• Implement process changes in close cooperation with operational teams and IT/IS.
• Monitor and measure the impact of implemented improvements (time, quality, cost, risk).

Standardization and Process Documentation

• Create and maintain process documentation (procedures, work instructions, RACI, process maps).
• Support process harmonization within Business Operations and across business partners.
• Ensure consistency of processes with internal standards, policies and control frameworks.

Automation and Systems

• Cooperate in the implementation and development of IT tools and workflow solutions (e.g. CRM, billing systems, reporting tools).
• Identify automation opportunities (RPA, system controls, integrations).
• Participate in UAT testing and go-live activities for new systems and solutions.
• Act as a key interface between Business Operations, IT teams and external system providers.

KPIs, Quality and Reporting

• Contribute to the definition and development of operational KPIs for Business Operations.
• Monitor data quality and process performance.
• Prepare analyses, insights and recommendations for management.
• Support internal and external audits by providing process expertise and documentation.

Projects and Cross-functional Cooperation

• Actively participate in transformation and regulatory projects.
• Cooperate with Business Operations, Sales, IT and Finance teams.
• Act as a process Subject Matter Expert (SME) for Business Operations.

Requirements

Education and Experience

• University degree in economics, business analytics, management, engineering, energy, IT or a related field.
• Experience in process optimization, Business Operations, Back Office / Middle Office or operational environments.
• Project experience and knowledge of the Polish energy market will be a strong asset.

Technical and Professional Skills

• Strong end-to-end process thinking.
• Ability to analyze processes and operational data.
• Experience working with IT tools and operational systems.
• Very good knowledge of MS Excel, Power BI, SQL or BPMN are an advantage.
• Knowledge of Lean / Continuous Improvement methodologies is a plus.

Soft Skills

• Strong improvement mindset and focus on business value.
• High level of independence and ownership.
• Ability to work with multiple stakeholders in a matrix organization.
• Good communication skills and ability to present recommendations clearly.
• Proactivity, adaptability and resilience in a changing environment.

Languages

• Polish – minimum B1 level
• English – minimum B1 level (international working environment).