Summary

The BPO team are looking for a motivated and experienced Business Process Optimisation Specialist to join our team. This individual will play a critical role in analysing, designing, and implementing process improvements across various business functions.

You will bring a strong background in process optimisation techniques and a proven ability to drive change in a complex organizational environment.

You will use your skills to work closely with the BPO manager and stakeholders to identify improvements that will create the most value, supporting delivery of a suite of process improvement initiatives for a global client base.

You will apply core change management principals to help drive through and cement the process changes in close partnership with your clients to ensure they are set up for success.

Responsibilities

• Analysis of current business processes, workflows and procedures to identify areas for improvement for allocated initiatives. Inclusive of:
  • Using appropriate techniques to collect data to support process analysis: Stakeholder interviews, surveys, workshops.
  • Analyze gathered and supplied data (SOPs, process documentation, pain points, supplied requirements) to identify obstacles, inefficiencies and opportunities for improvement using qualitative and quantitative techniques.
  • Contribute and / or produce recommendation documents.

• Support BPO manager with Development and execution of implementation plan for process improvement initiatives. Inclusive of:
  • Collaborate with stakeholders and cross-functional teams to implement approved process improvements ensuring smooth transitions and minimal disruption to operations.
  • Lead on creation of process documentation and guidelines, including standard operating procedures and workflow diagrams.
  • Lead on provision of training and support to team members on new processes and best practices to point of handover to BAU.
  • Lead on development of KPIs and reports and dashboards to monitor key performance indicators (KPIs) and track the progress of optimization efforts.

• Monitoring of process improvement initiatives:
  • Conduct process audits and evaluate the effectiveness of implemented process changes, gathering feedback and making necessary adjustments for continuous improvement.
  • Contribute to the development and implementation of quality and data quality frameworks, tools and techniques for process management and control as requested.

Requirements

• Familiarity with process mapping, modeling techniques, and relevant process improvement certifications desirable (i.e., lean / 6 sigma yellow or green belt, or CCBA).
• Strong analytical skills for collecting, studying, and interpreting complex data.
• Proven experience in delivering value-added process improvements.
• Experience in building data quality and standards frameworks.
• Solid understanding and experience in change management methodologies.
• Ability to apply project management principles. (Foundation in APMP / PRINCE 2 desirable)
• Self-motivated with strong prioritisation skills.
• Strong client relationship management skills.
• Ability to work collaboratively across all organizational levels.
• Strong communication and presentation skills.
• Some Business travel may be required.

The above list of duties is not exclusive or exhaustive and the post holder will be required to undertake tasks that are reasonably expected within the scope and grading of the post.