KEY RESPONSIBILITIES:
Business Process Management & Governance
- Establish, maintain and continuously improve the organisation's Business Process Management framework and methodology.
- Define standards for process mapping, documentation, ownership, approval and review.
- Develop and maintain an enterprise-level process architecture and process hierarchy.
- Ensure clear ownership and accountability are assigned to key business processes.
- Establish appropriate governance for the approval and implementation of process changes.
- Maintain a central repository of approved business processes, policies, procedures and supporting documentation.
- Ensure appropriate document and version control.
- Facilitate periodic reviews of critical business processes to ensure they remain relevant and effective.
Process Mapping & Documentation
- Lead the mapping and documentation of end-to-end business processes across functions.
- Document current-state ("as-is") and future-state ("to-be") processes.
- Identify process inputs, outputs, decision points, hand-offs, systems, controls and accountabilities.
- Develop process maps, workflows, Standard Operating Procedures (SOPs) and supporting documentation.
- Ensure processes are documented in a consistent, practical and user-friendly manner.
- Identify handover points between functions, systems and processes.
- Ensure accurate design of approval frameworks for any proposed process definition or change.
- Maintain accurate and current process documentation following approved changes.
Process Analysis & Continuous Improvement
- Analyse existing processes to identify inefficiencies, duplication, bottlenecks, unnecessary complexity and control weaknesses.
- Facilitate root-cause analysis to understand underlying business and process problems.
- Challenge existing ways of working and identify opportunities to simplify and standardise processes.
- Facilitate process improvement workshops with relevant stakeholders.
- Develop practical recommendations to improve efficiency, productivity, customer experience, control and scalability.
- Apply appropriate continuous improvement and problem-solving methodologies.
- Prioritise improvement initiatives based on business impact, effort, risk and strategic importance.
- Promote a culture of continuous improvement across the organisation.
Process Design & Re-engineering
- Design improved end-to-end business processes aligned with operational requirements and business objectives.
- Ensure future-state processes consider people, process, technology, data and controls.
- Simplify processes wherever possible before considering system automation.
- Reduce unnecessary manual intervention and process duplication.
- Define clear roles, responsibilities, decision rights and hand-offs within redesigned processes.
- Ensure proposed processes are practical and executable within the operating environment.
- Facilitate stakeholder review and approval of redesigned processes.
Business Requirements & Systems Enablement
- Work closely with business stakeholders, IT, Data & Systems teams and other specialists to identify opportunities for technology-enabled process improvement.
- Translate business and process requirements into clearly defined functional requirements.
- Ensure business requirements are sufficiently understood before system development or configuration commences.
- Participate in solution design discussions to ensure technology solutions support the intended business process.
- Review User Acceptance Testing (UAT) where system changes affect business processes.
- Ensure process documentation is updated following system or technology changes.
Transformation & Improvement Projects
- Lead and/or support cross-functional business improvement initiatives such as EPMO and Ways of Work design forum.
- Define the scope, objectives, process requirements and expected benefits of improvement initiatives.
- Coordinate stakeholders across different business areas to achieve agreed outcomes.
- Monitor implementation against agreed deliverables and timelines.
- Identify dependencies, risks and barriers that could affect successful implementation.
- Escalate significant risks or decisions where appropriate.
- Conduct post-implementation reviews to determine whether intended outcomes have been achieved.
Benefits Realisation & Performance Measurement
- Establish baseline performance measures before significant process changes are implemented.
- Define appropriate process KPIs and Key Process indicators.
- Measure improvements in areas such as:
- turnaround time;
- productivity;
- cost;
- error rates;
- compliance;
- customer experience;
- manual effort; and
- process
- Track whether expected benefits from process improvement initiatives are realised.
- Recommend corrective action where improvements are not delivering the expected results.
Risk, Controls & Compliance
- Ensure appropriate controls are incorporated into process design.
- Identify operational and process risks and recommend appropriate mitigating controls.
- Work with Finance, Risk, Internal Audit and other stakeholders where processes have financial or compliance implications.
- Ensure appropriate segregation of duties is considered when processes are redesigned.
- Address process weaknesses identified through internal or external audits.
- Ensure process improvements do not unintentionally weaken existing business controls.
Change Implementation & Adoption
- Work with business leaders to ensure redesigned processes are effectively implemented.
- Assess the impact of process changes on employees, roles, systems and ways of working.
- Develop practical implementation and transition plans.
- Ensure affected employees understand new processes, responsibilities and expectations.
- Support communication, training and change activities associated with process changes.
- Monitor adoption and process compliance following implementation.
- Address implementation challenges and recommend corrective interventions where required.
Stakeholder Management
- Build effective working relationships across Retail, Logistics, B2B Sales, Merchandising, Supply Chain, Finance, People Operations, Marketing, IT and other support functions.
- Partner with Executives, Managers and subject matter experts to understand business challenges.
- Facilitate constructive discussions where processes cross functional boundaries.
- Influence stakeholders without relying solely on positional authority.
- Challenge existing practices constructively while maintaining strong stakeholder relationships.
- Present process findings, recommendations and business cases clearly to management.
- Act as an objective facilitator when different functions have competing process requirements.
Team Leadership
Where applicable:
Lead, coach and develop Business Process Analysts and/or Process Specialists.
- Allocate process improvement projects based on business priorities.
- Review process analysis and documentation produced by the team.
- Ensure consistent application of BPM methodologies and standards.
- Build internal business process capability and knowledge.
- Create a high-performance environment focused on practical business outcomes.
KEY PERFORMANCE AREAS (KPAS):
KNOWLEDGE & TECHNICAL COMPETENCIES
The successful candidate should have strong knowledge of:
- Business Process Management (BPM)
- Process mapping and modelling
- Process re-engineering
- Continuous improvement methodologies
- Root-cause analysis
- Lean principles
- Business analysis
- Requirements gathering
- Process governance
- SOP development
- Process controls
- Change management
- Project management principles
- Benefits realisation
- KPI development and performance measurement
- Workflow automation and digitisation
Experience with process mapping tools such as Visio, Lucidchart, Bizagi, Signavio or similar would be advantageous.
