Purpose

• The Business Process Manager will be responsible to conduct wide organisation assessment of business processes, identify business process bottleneck, red tapes and operational inefficiencies for internal and external customers.
• To implement business process optimisation, innovation and automation.
• Lead business change management processes.
• Engage business broadly on technology and automation needs based on Enterprise Architecture to inform the IT and BAKM Strategy.

Requirements

• Bachelor’s Degree/Diploma in Computer Science, Business Analysis Certificate, BPM certificate, Change management certificate
• Minimum Five (5) years in Business Analysis, Business Process design and Management, IT Project management and implementation, System Development Lifecycle, (SDLC), Change Management processes, Data analytics.
• Proven experience with business process improvement methodologies, including Lean or Six Sigma (Green Belt or higher preferred).

Skills & Competencies

• Strong understanding of end-to-end business processes with a focus on identifying inefficiencies and driving operational excellence.
• Demonstrated ability to lead or contribute to process optimisation initiatives using data-driven decision-making.

Responsibilities

Business Change Management

• Document TIA 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

Customer Experience Management

• Identified TIA 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 TIA with its customers
• Implemented management changes in processes where service enhancements are initiated

System Support Service

• 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

Project Management

• Facilitate development of system related project milestone, deliverables, timeline, risk and resources
• Manage, monitor and evaluate business process and system project implementation
• Project Governance and compliance
• Maintain and manage project risk related issues

Stakeholder Relationship

• Business Process Management - Analysis, optimisation, innovation and automation
• 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

Business Analysis - Systems

• Collect, analyse and describe business requirements of business systems.
• Define system changes, specifications of integration, testing and customisation, including failure analysis and prioritisation
• Gathering and analysing systems utilisation to derive Return on Investment
• Develop business case for automation, system enhancements and procurement of business systems required

Additional Information

• We are committed to Employment Equity when recruiting internally and externally.
• It is company policy to promote from within wherever possible.
• Therefore, please be aware that internal candidates will be considered first before reviewing external applicants, provided that this supports achievement of our Employment Equity goals.

Ref No

• TIA250811-1