Business Process Management & Improvement Manager

About the role

The Business Process Management & Improvement Manager analyses, designs, documents, optimises and governs WIOCC Group's end-to-end business processes to improve operational efficiency, client experience, scalability and overall business performance. The role works across all business functions to remove bottlenecks, standardise procedures and drive continuous improvement, and is accountable for process architecture, redesign, performance measurement and improvement programmes.

Key responsibilities

• Develop and maintain the enterprise business process framework, create, map and document end-to-end processes, and keep the process repository up to date
• Lead process improvement initiatives, run workshops to find bottlenecks, conduct root-cause analyses and apply Lean, Six Sigma and other continuous improvement methods
• Redesign key processes such as Lead-to-Order, Order-to-Service, Procure-to-Pay, Incident-to-Resolution, Product Development and Project Delivery lifecycles with functional leaders
• Define process KPIs, SLAs and performance measures, build dashboards and produce executive reports on process performance
• Identify automation opportunities, work with IT teams on workflow, CRM, ERP and service management platforms, and document automation requirements
• Support change management, create training materials, coach process owners and promote a culture of continuous improvement

Required profile

• Bachelor's degree in business administration, engineering or a related discipline
• Minimum 5 years' experience in business process management, continuous improvement, operational excellence or business transformation
• Experience implementing process improvement programmes across multiple functions and delivering measurable operational improvements
• Preferred: telecom, technology, digital infrastructure, data centre, ICT or related industry background
• Willingness to travel when required

Required skills

• Lean, Six Sigma and BPM certifications desirable
• Experience documenting and redesigning end-to-end processes
• Experience with CRM, ERP, workflow automation and reporting systems
• Ability to manage multiple initiatives at once