Process Change Manager

Process Change Manager for B2B and B2C Request Management Processes   We’re looking for a Process Change Manager to improve and develop B2C and B2B request management processes at Telia Lithuania.   I’m Viktorija Kulvinskienė , Processes Development Team Manager in Sales and Customer Service Division, and I’m searching for someone ready to grow with us. We’re a supportive, forward-thinking team focused on developing, standardizing, and optimizing processes that enable seamless B2C and B2B customer experiences across Front Office, Back Office and IT teams.   What you’ll do: As Process Change Manager, you will take ownership of B2C and B2B request management logic and continuously improve how customer requests, internal tasks and authorizations are managed across channels, teams and systems. Lead the improvement of request management processes, including existing request logic, routing rules, categories, ownership and end-to-end ways of working Clarify, standardize and improve how Service Requests are created, assigned, solved and measured working closely with IT teams Own and improve customer authorization and power of attorney management processes, ensuring clear logic, roles, controls and customer-friendly execution Work mainly with Front Office, Back Office and IT teams to identify process gaps, align responsibilities and implement practical improvements Identify opportunities to simplify, automate and digitalize repetitive request management activities using robots, AI agents or other automation tools Create measurable KPIs and structured documentation to ensure transparency, audit readiness and continuous improvement What will help you thrive in this role: The suitable candidate is proactive, structured and curious, with strong self-leadership skills and the ability to connect business needs with system logic. You enjoy working with people, data, processes and IT teams, and you are motivated to make request handling clearer, faster and more efficient for both customers and colleagues. Ability to understand and improve request handling logic, including categories, routing, statuses, ownership, SLA/KPI measurement and cross-team handovers Experience working with Front Office, Back Office and IT stakeholders, translating business needs into clear process and system requirements Practical experience, experimentation or strong interest in automation solutions such as RPA robots, AI agents, workflow automation or other digital tools Proven experience in Process Management, Change Management, Business Analysis, Service Request Management or a similar role, ideally within a B2C and B2B environment Understanding of customer authorization or power of attorney processes would be an advantage Strong knowledge of SAP CRM or Salesforce is a major advantage Knowledge of Agile methodology, Lean Six Sigma or BPM is highly desirable Fluency in Lithuanian and English   Join us to shape smarter living for people, businesses, and the…