To lead enterprise-wide business process optimisation, innovation and automation initiatives requiring high levels of integration across multiple functional areas. Serve as the organisation’s expert in business process engineering, responsible for designing and governing complex, cross-disciplinary processes that directly influence organisational performance and strategic execution. Provide authoritative guidance on technology enablement, automation and enterprise architecture alignment, ensuring The Company’s business processes meet advanced professional standards and support long-term organisational capability.

 

·        Bachelor’s Degree/Diploma in:

o  Computer Science

o  Business Analysis Certificate

o  BPM certificate

o  Change management certificate

·        Certifications

o  Lean Six Sigma (Green/Black Belt)

o  Project Management (e.g., PMP, PRINCE2)

o  RPA Tools (e.g., UiPath, Blue Prism) Certification

o  Agile/Scrum Certification

·        5 – 8 years in:

o  Business Analysis

o  Business Process design and management

o  IT Project management and implementation

o  System Development Lifecycle, (SDLC)

o  Change Management processes

o  Data analytics

·        Recognised expert-level certification in process engineering, enterprise architecture, or advanced change management.

·        Advanced expertise in enterprise process engineering, cross-functional integration and professional-level diagnostic analysis.

·        Ability to lead highly complex, multi-disciplinary optimisation initiatives requiring specialised professional judgement

 

·        Develop and manage end-to-end processes designed to create value add for the customer

·        Develop and implement process optimisation/ improvement strategies

·        Identify business process bottleneck, process redundancy, handshakes and suggest process improvements

·        Design and manage organisation wide business process maps with clear integrations outlined for streamlined operations

·        Process business requirements into functional requirements and other specifications and user scenarios

·        Provide business processes audit and ISO 9001 surveillance for compliance

·        Lead highly complex, organisation-wide process re-engineering initiatives requiring integration of multiple disciplines, systems and stakeholder groups.

·        Develop enterprise process standards, methodologies and governance frameworks that guide all business units in achieving consistent, high-quality operational performance.

·        Act as the organisation’s expert advisor on process engineering, providing specialised professional input to senior managers and cross-functional project teams.

 

·        Collect, analyse and describe business requirements of business systems.

·        Define system changes, specifications of integration, testing and customisation, including failure analysis and prioritization

·        Gathering and analysing systems utilisation to derive Return on Investment

·        Develop business case for automation, system enhancements and procurement of business systems required

·        Integrate business, technical, financial and operational requirements into holistic system specifications that influence enterprise-level decision making.

·        Lead complex diagnostic analysis across multiple systems to determine optimal automation, integration and technology enhancement strategies.

·        Provide expert judgement on system design alternatives, ensuring alignment with enterprise architecture and long-term organisational capability.

 

·        Document The Company’s business process Change Management Framework

·        Prepare accurate and detailed functional specifications for any new system changes and manage the process

·        Facilitate workshop sessions for adoption, embedding and compliance of business processes

·        End User training and awareness conducted according to changes implemented

·        Work with departmental heads and staff to ensure alignment and smooth adoption of new processes

·        Develop training materials and conduct workshops to ensure knowledge transfer

·        Champion a culture of continuous improvement and digital innovation

·        Design and govern enterprise change management standards, ensuring consistent adoption across all divisions and functional areas.

·        Lead complex behavioural, operational and technology-driven change initiatives requiring coordination of multiple disciplines and stakeholder groups.

·        Serve as the organisation’s subject matter expert on change management, providing specialised guidance to senior leaders and project teams.

 

·        Identified The Company’s business process inefficiencies

·        Leverage on digital transformation for operational efficiencies – System and technologies used to interface with customers

·        Customer intelligence reports– data analytics gathered from CRM and all communication channels used by The Company’s with its customers

·        Implemented management changes in processes where service enhancements are initiated

·        Integrate customer intelligence, digital experience data and operational performance insights to redesign complex customer-facing processes across the organisation.

·        Provide expert recommendations to executive leadership on customer experience optimisation and digital transformation priorities.

 

·        Ensure efficient and effective utilisation of various systems

·        Ensure relevant technology availability with IT based on business requirements

·        Ensure continuous review and implementation of continuous improvement and system(s) enhancement

·        Coordination and facilitation of systems training to end users

·        Prepare End user system training and training manuals accessed via the intranet

·        Reports of enterprise-wide system utilisation optimisation initiatives implemented

·        Lead enterprise-wide system utilisation optimisation initiatives requiring coordination across multiple business units and technology platforms.

·        Provide expert input into IT architecture decisions, ensuring system enhancements support long-term organisational process maturity.

 

·        Lead highly complex, cross-functional business process and system transformation projects requiring integration of multiple disciplines, advanced professional judgement and coordination of D-level contributors.

·        Provide expert oversight of project governance, ensuring alignment with enterprise strategy, professional standards and long-term organisational capability.