Business Process Senior Specialist

The Business Process Senior Specialist is responsible for leading the evaluation, design, and optimization of Zain Cash’s core business processes across departments. The role ensures operational efficiency, regulatory compliance, and strategic alignment with the company’s growth objectives and regulatory bodies’ requirements. This position plays a key role in sustaining the outcomes of the Business Excellence and Process Re-engineering program by assessing process maturity, identifying improvement opportunities, and ensuring consistent documentation and deployment of optimized workflows.

Note: This position is offered under a one-year contract based on the project’s duration and may be renewed depending on business needs.

• Conduct comprehensive reviews of existing policies, procedures, forms, and workflows across functional areas such as customer care, card operations, KYC/documentation, and product development.
• Map As-Is and To-Be processes using BPMN or equivalent frameworks.
• Evaluate process maturity and identify efficiency gaps, redundancies, and compliance risks.
• Design optimized processes, SOPs, and workflows that align with business objectives and regulatory standards.
• Define clear roles and responsibilities within each process and ensure accountability through RACI or equivalent matrices.
• Ensure all redesigned processes comply with relevant regulatory requirements.
• Develop process flowcharts, policy documents, and operational guidelines to support seamless implementation
• Support the transition to newly designed processes through change-management, communication, and training.
• Monitor implementation progress, maintain version-controlled documentation, and coordinate post-implementation reviews
• Recommend process automation opportunities and digital enablement solutions to enhance customer experience and operational performance.

• Bachelor’s degree in business administration, Industrial Engineering, Information Systems, or related field.
• 5-7 years of professional experience in business process management, operational excellence preferably in fintech, banking, or financial-services sectors
• Proven experience in process mapping, analysis, and improvement methodologies.
• Strong analytical skills with the ability to interpret and analyze complex datasets.
• Excellent communication and interpersonal skills to effectively work with various levels of stakeholders.
• Familiarity with process improvement frameworks such as Six Sigma, Lean, or similar methodologies is preferred.
• Ability to work both independently and collaboratively within a team environment.