The incumbent is responsible for a range of business processes review and process improvement activities across the business. Activities include planning, performing, and implementing process improvement initiatives. These initiatives may represent one portion of a larger project or may represent a standalone initiative or function within a work group or department

Key Performance Areas

• Process Architecture: Design and map processes and lead their rollout and implementation by interviewing stakeholders and process owners to define processes, standards and methodologies.
• Process Reengineering: Reengineer existing processes to ensure they are modern, lean, customer centric and comply with current regulatory requirements.
• Process Recommendations: Develop process recommendation documents, including presentations, process maps, supporting metrics, business requirements and related impact analyses for complex processes or for portions of larger or inter-related processes and present recommendations to stakeholders and process owners.
• Analyse customer complaints in order to identify process gaps and recommend gaps closure initiatives and training needs.
• Process Performance Management & Control: Define, develop and evaluate performance metrics to establish process success, and participate in working with multiple stakeholders, to ensure cohesive and reachable measures of success.
• Change Management: Participate in and lead change management activities associated with process improvement. Engage leadership and stakeholders to obtain support and buy in for changes.
• Partner with management, project champions, and process owners to align process improvement initiatives with business objectives;
• Recognise risk and implementation plans to control and avoid such risk in coordination with process owners.

Skills & Competencies

• Business process design and requirements analysis.
• Broad knowledge of process improvement methodologies.
• Capable of initiating, facilitating and working with others in change efforts.
• Possesses very strong interpersonal and communication skills;
• Strategic thinking with ability to conceptualise and formulate plans and actions.
• Project Management.

Qualifications

• Graduate degree in any Business/Commerce programme.
• Masters’ Programme or Professional Qualifications is an additional benefit.

Background Experience

• A minimum of six (6) years post qualification experience in the financial services sector
• Background and experience in process improvement, audit environment, management consulting, business analysis or change management.
• Knowledge of insurance legislation and regulations.