Hybrid Process Manager, Energy Sector, BPO, Customer Service

at hsag Heidelberger Services AG

• Job title: Process Manager, Energy Sector, BPO, Customer Service
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: JavaScript, Python, SQL
• Location requirements: Hybrid, Germany

About the role

• Prozessmanager responsible for customer service processes in the energy industry. Analyzing processes and collaborating with various stakeholders to implement efficient workflows.

Responsibilities

• You take end-to-end responsibility for our customer service processes in the energy sector.
• You analyze existing customer service processes, identify improvement opportunities and develop new, ideally automated, workflows while taking legal and operational requirements into account.
• You continuously monitor legal, regulatory and market developments (e.g. BNetzA – Federal Network Agency) and derive measures to ensure compliance with all requirements.
• You work closely with internal departments, our clients and external IT service providers to capture requirements for processes, systems and interfaces and to implement them successfully.
• You quickly familiarize yourself with different operational processes — from handling customer inquiries to billing-related topics — and support your colleagues in customer service at all times with advice and hands-on assistance.

Requirements

• At least two years of experience in process management within the customer service environment of the energy sector
• Solid understanding of energy industry operations on the supplier side as well as relevant market processes and their interdependencies
• Experience with project and process management methods (e.g. BPMN) and implementing them into efficient workflows
• Advanced Excel skills for reporting and analysis
• Ability to work independently, strong team skills and the ability to structure complex information and communicate it clearly
• A plus, but not required: experience working with databases (e.g. SQL) and basic knowledge of scripting languages (e.g. Python or JavaScript)

Benefits

• Job security: From the start, you will receive a permanent employment contract to secure your long-term career with hsag
• Flexibility: With our flexible working time models you can shape your working day freely and work from home throughout Germany
• Our academy: The hsag Academy offers training, courses and further education to help you continuously develop your skills
• Well-being: We provide a company health management program to actively maintain your health and support your mental well-being
• Our perks for you: employer-funded company pension plan, a tax-free communications allowance, Corporate Benefits, cash bonuses for our employee referral program, a subsidy for the Deutschlandticket, and company-wide celebrations across locations — both online and in person