Process Excellence & Governance Manager

We are looking for Process Excellence & Governance Manager to join our team.

Key responsibilities

Taking advantage of the advanced technical knowledge you possess, build and lead a high‑performing Process Excellence team (analysts, architects), including hiring, coaching, and career development.
Define and own the enterprise process architecture (levels, taxonomy, delivery streams, capabilities) and keep it current as the organization evolves.
Establish and run the Process Governance model (Process Owners, Stewards, Councils), defining roles, decision rights, and RACI.
Partner with Service Owners to align processes with the service catalog, SLAs/OLAs, and key service KPIs (e.g., MTTR, First Contact Resolution, Change Success Rate).
Lead a portfolio of process improvement initiatives using Lean/Kaizen/Six Sigma; prioritize based on impact and capacity.
see more on the Apply link below

What do we expect from you

Strategic thinker with excellent stakeholder management, communication, and facilitation skills.
Demonstrated experience in Process Excellence/Process Architecture/Service Management, including 3+ years in a leadership role.
Demonstrated ownership of an enterprise process framework/backbone and KPI regime in a complex IT/financial services context.
Expert knowledge of BPMN 2.0, Lean Six Sigma (Black Belt preferred), ITIL 4 (Managing Professional or equivalent preferred).
Deep understanding of process modeling (Signavio/ARIS/Visio), process mining (Celonis/Minit/Power BI models), and ITSM platforms (ServiceNow or equivalent).
see more on the Apply link below

Prishtina Office

Quipu Card Personalisation Centre in Prishtina was founded in 2004 and it is a modern and flexible centre for card personalisation and maintenance of automated equipment (ATMs and POS terminals), owned by Quipu.

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