Chapter Lead - Business Analysts & Process Engineers

BNP Paribas Fortis; Brussel; Hybrid; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Meal vouchers

Insurance

Holidays

Flexible salary options

Job summary

BNP Paribas Fortis is seeking a Chapter Lead – Business Analyst & Process Engineer in Belgium to guide an Agile transformation within the Customer Servicing & Efficiency tribe. You will coach teams, drive innovation, and deliver value by aligning strategy with execution across frictionless remote interactions and streamlined processes.

The role emphasizes coaching, quality champions, and structured delivery in a fast-paced environment, with a focus on improving customer and employee experiences

Qualifications

• Minimum 2 years’ experience in a similar role with coaching/mentoring background.
• Fluency in English; Dutch and/or French required with professional English as a must.
• Strong understanding of business analysis and process engineering in an agile environment.

Responsibilities

• Coach and mentor chapters to excel in business analysis and process engineering.
• Drive agile transformation and champion quality, innovation, and efficiency.
• Structure, organize, and deliver results in a fast-paced agile environment.
• Bridge gaps between strategy and execution to ensure every process adds value.

Skills

Coaching

Mentoring

Agile

Communication

Tools

ServiceNow

Unblu

Contact (voice)

Job description

Ready to drive real change? As Chapter Lead – Business Analyst & Process Engineer, you’ll shape the future of the tribe Customer Servicing & Efficiency. Lead with impact, coach high-performing teams, and turn complex challenges into seamless solutions-all while pushing the boundaries of innovation in an agile, tech-driven tribe.

AND IN DETAIL

Our tribe is at the heart of operational excellence, elevating both customer and employee experiences through:

• Frictionless remote interactions
• Streamlined processes

By simplifying complexity, building trust, and boosting efficiency, we empower the business to focus on what truly matters: delivering meaningful value.

As part of the Agile impulse organization, our tribe consists of three key clusters:

• Fraud Robotics & Automation Client Servicing (with solutions like ServiceNow, Contact (voice), and Unblu (written channels)).

Do you want to take a leading role in our Agile transformation?

In this role, you’ll be the trusted guide for your chapter-not as the expert, but as their expert. You’ll:

• Coach and mentor teams to excel in business analysis and process engineering.
• Champion quality while driving innovation and efficiency.
• Structure, organize, and deliver results in a fast-paced agile environment.
• Bridge gaps between strategy and execution, ensuring every process adds value.

YOUR TALENTS AND COMPETENCES

• Proven track record: Minimum 2 years’ experience in a similar role, with a strong background in coaching and mentoring.
• Expertise: understanding of the Business Analyst & Process Engineer role, with a relentless focus on quality.
• Clear communicator: Fluent in Dutch and/or French (oral/written), with professional English as a must. Skilled in giving actionable feedback.
• Agile native: Experienced in agile methodologies and guiding teams through transformation.
• Results-driven: Naturally structured, organized, and focused on impact.
• Innovation mindset: Passionate about improving processes and embracing new ways of working.

WHAT WE HAVE TO OFFER

We strongly believe in the positive impact that the financial sector can have on the world. BNP Paribas Fortis offers sustainable and responsible investment products and solutions and encourages social entrepreneurship. Together with our customers, we are working towards a better future every day.

Sustainability and impact

We strongly believe in the positive impact that the financial sector can have on the world. BNP Paribas Fortis offers sustainable and responsible investment products and solutions and encourages social entrepreneurship. Together with our customers, we are working towards a better future every day.

DEVELOPMENT & CAREER PERSPECTIVES

• We offer a wide range of training courses, workshops and webinars to choose from depending on your availability, interests and goals.

GOOD PLACE TO WORK

• Meal vouchers, insurance, holidays
• Flexible salary options, allowing you to convert part of your salary into personalised benefits (phone use, IT equipment, transport, etc.)

OUR ENGAGEMENT

At BNP Paribas Fortis, we want to attract and retain all talent, whatever their gender, age, background or sexual orientation, and irrespective of whether they are living with a disability, as every person has their own experiences and their own identity. All of our full‑time vacancies are also open to candidates wishing to work on an 80% or 90% full‑time equivalent basis.

If the function is categorized as a banking services provider function (cf. Law of 22 April 2019 establishing an oath and a disciplinary regime for the banking sector), you will also need to provide us with a 'certificate of absence of professional ban' from the FSMA confirming that you are not professionally disqualified.