Process and Policy Manager

**Process and Policy Manager**

As the Process and Policy manager, you will be responsible for evaluating the efficiency and costs of established processes, developing improvement strategies, proactively proposing new processes, and facilitating transformative changes; always keeping customer satisfaction as a priority.

You will ensure that all processes are documented and up to date on product releases and other business updates, as well as in line with company policies and regulations. You will define processes that increase efficiency, reduce costs and create a great customer experience, with a mindset of continuous improvement.

Reporting directly to the Quality Assurance Team Manager, and working collaboratively with people across different levels and departments, you will be responsible for maintaining and improving high quality documentation of operational procedures, suggesting and leading improvements, forecasting the expected outcome of process change, analysing results and making further adjustments to workflows as needed.

**Responsibilities**:

- Break down various processes with flowcharts, manuals and other documentation outlining current practices. Analyse data to understand efficiency and cost of the current processes and policies in place.
- Ensure that all processes are documented and tracked, identifying gaps where a new process is needed. Work closely with the team managers as well as other stakeholders to ensure a streamlined global approach across markets.
- Document and re-write procedures and communicate process changes and updates, ensuring clear and step-by-step instructions are documented and available to the whole department.
- Oversee the implementation of processes by working with team managers, to ensure that the changes are clear and can be applied quickly and efficiently.
- Conduct ongoing analysis by monitoring and assessing the changes to ensure that they are producing the desired outcomes, and adjusting them as needed.
- Provide reports to the QA management detailing the processes structure performance, presenting analysis, processes improvement proposals and future impact results.
- Work with Operations Managers, presenting analysis and reports, and proposing process improvements.
- Work collaboratively with Customer Journey to ensure that our policies and processes are in line with providing a great end-to-end customer experience.
- Have continuous contact with different stakeholders, as Product, Marketing or Legal teams, among others, to ensure processes are accurate and align with the business strategy.
- Collaborate with QA auditing team to ensure adherence to the policies and processes, identifying changes if necessary.
- Lead projects as well as supporting projects within and outside the Quality department related to the management and improvement of processes and their usage by internal users.

**Requirements**:

- Fluent written and spoken English
- Excellent writing and editing skills, with customer oriented mentality
- Experience in managing and designing instructional material for a corporate environment
- Highly organized, experience managing multiple projects simultaneously, meeting deadlines
- Excellent analytical and problem-solving skills
- Critical thinking with strong attention to detail
- Strong communication and influencing skills, able to lead meetings and coordinate with multiple teams and stakeholders
- Able to make decisions and take ownership
- Understanding of the business processes and ability to identify and improve key processes
- Tech-savvy and confident navigating around new systems
- Knowledge of data analytics tools as Looker is a plus
- Familiarity with CX and CRM tools is a plus

**About Treatwell**:
Hi, we’re Treatwell. Nice to meet you.
We’re a team of 800 (and growing) passionate and brilliantly talented people across Europe. We’re the industry’s smartest salon management software, all connected to Europe’s leading bookings platform, working with over 50,000 salon partners across 13 countries, processing over 8 million bookings every month. And.breathe.
But we’re not done yet. We’re on an exciting journey to digitally revolutionise the hair and beauty community.
If this excites you, we might just have the role for you.

**We will treat you with**:

- 40€ Monthly vouchers to be used in our Treatwell marketplace
- Opportunities for growth and development with a training budget
- Great culture & working environment with an international team of different nationalities
- 28 working days of paid vacation
- Gym membership discount
- A dynamic organisation with regular social events and lots of other cool parties
- A challenging job at one of the fastest-growing companies in Europe
- Enhanced parental pay & leave policy
- Free fruit and coffee
- An office 5-minutes walk from Plaça Catalunya, the heart of Barcelona
- Work from home flexibility
- Referral program with paid compensation

**Equal Opportunities**: