Els De Schepper Email & Phone Number

Antwerp, BE

Organisational booster of motivation and smooth customer service - heading the Lean & Simplification team, Client Service Center Data Management, Client Service Center Training, Communication & Change, Complaints Management and the Client Service Center Net Promotor Business Partner. A wide variety of activities to support our customers & organisation.

Heading very motivated teams to get the Private, Wealth and Priority colleagues and clients a smooth service for their investment contracts.

Brussels Area, Belgium

Process manager within a customer-centric domain, managing a variety of processes related to customer experiences and customer intimacy (channel-related processes and transversal capabilities and processes). Since 2017 taking up the role within an agile organisation (chapter lead, product owner).

Brussels Area, Belgium

Process manager for cash related processes (transactional processes, transport management and stock management) and cards processes (debit cards, credit cards, prepaid cards -- cards issuing, transactional processes and acquiring). Applying the BPM methodology (Gartner) to the processes in scope, managing the balance between continuous process management.

Responsible of operational teams supporting commercial processes and services within the area of customer accounts, account conditions and reporting.

Lean Management SolutionsInstall a 'continuous improvement' culture, so that people improve the work according to the customer's needs. Install a culture that enables people to change the system to improve performance and the way the work works.

Research on the microfinance situation in Monduli and Babati district (Tanzania). SWOT-analysis of the local savings and credit cooperative societies and the microfinance industry in the northern part of Tanzania. Research on the upscaling of local savings groups and institutions (SACCOS) and their (possible) relations with commercial banks.