Process Manager (Incident, Problem, Change)

Regional Card Processing Centre, s.r.o.

Place of work
Námestie Mateja Korvína 1, Bratislava
Contract type
full-time, trade licence
Basic wage component (gross) and other rewards
minimum 1600 € + fix allowances twice a year + bonus (base salary depends on candidates level of experiences and skills)

Information about the position

Job description, responsibilities and duties


• Responsible for management, oversight and facilitation of problem issues including day-to-day performance of assigned teams
• Act as a point of escalation for high priority and urgent problem cases
• Accountable for Problem Management effectivity, efficiency and overall process performance
• Responsible for improvements in the Problem Management process

• Problem categorization, prioritization and assignment
• Driving investigation of problems, root cause analysis and tracking implementation of the identified solutions
• Effective and efficient communication with technical support (L1, L2, L3, Problem Analysts), sub-suppliers, relationship managers and process managers

• Coordination of recommended solution implementation within Change and Release Management
• Act as an interface between operations, business and service providers to ensure that problems are permanently resolved

• Responsible for providing weekly and monthly comprehensive analytics of process performance (SLAs) both internally and toward the customer

Employee perks, benefits

We are leading many exciting projects, which we deliver to our clients within Raiffeisen Bank International Group - develop your career and upgrade your potential within the company.

Attractive benefit package:
- Extra vacation days
- Two sick days
- Flexible working hours
- Accommodation contribution in Slovakia
- Tasty coffee and regular fruit days
- Bank products with special conditions (loans, credit card, bank account)
- Supplementary pension plan

Requirements for the employee

Candidates with education suit the position

Secondary with school-leaving examination
Follow-up/Higher Professional Education

Language skills

English - Upper intermediate (B2)

Other knowledge

Microsoft Word - advanced
Microsoft Excel - advanced

Personality requirements and skills

• IT background
• Process driven IT operations environment experience
• Proven planning, prioritization and organizational skills
• Detail oriented personality with good analytical skills
• Ability to work independently with minimal supervision or external motivation (self-driven)
• Diligent with great work morale
• Strong interpersonal, communication and teamwork skills
• Ability to motivate people across the organization to provide solutions

Nice to have:
• BMC Remedy and JIRA experience
• Experience of working in a financial services support environment
• Understanding and awareness of the ITIL v3 processes and procedures


Brief description of the company

RPC is dynamic regional IT service provider operating in the banking payment industry.

Growing double-digit in processing volumes and bringing fresh, innovative payment technologies across the European region guarantees our employees are part of many exciting projects with Raiffeisen banks in multiple CEE countries. Often delivering unique pioneer solutions resulting in ‘’1st in the market’’ awards means our work is recognized and appreciated throughout the whole region. We are setting the bar for innovation and you can be part of it!

RPC, as a centre of competence for card issuing, acquiring and digital payments is securely processing all transactions originated by the cards of our group banks or banks payment devices. We aim to provide the best reliable solutions for both, debit and credit card national-specific markets, and to be flexible when finding the ways to fulfil customer changing business needs.

Besides Tatra banka in Slovakia, we are proud to have among our clients Raiffeisen Banks from Austria, Albania, Bulgaria, Czech Republic, Croatia, Romania, Serbia and Kosovo having a continuous customer base growth.

RPC was established in 2000 as a division of Tatra banka, and with more than 18 years of success stories we provide services in the area of issuance and acceptance of payment cards to member banks of the Raiffeisen bank International Group. The separate company was established in 2008 as a Shared Service Centre to centralize the group’s card payment operations and to achieve high efficiency and price competitiveness.

Number of employees

150-199 employees

Company address

Regional Card Processing Centre, s.r.o.
Námestie Mateja Korvína 1
811 07 Bratislava
ID: 3564777   Dátum zverejnenia: 22.1.2019   Základná zložka mzdy (brutto) a ďalšie odmeny:   minimum 1600 € + fix allowances twice a year + bonus (base salary depends on candidates level of experiences and skills)