Business Process Analyst

We are looking for a collaborative mid-level Business Process Analyst to support our Operations Managers by ensuring our operations teams (CX, Sales, Credit and Finance) have the tools, documented processes and training in place to support and facilitate smooth and seamless internal operations that will give our teams every chance to keep our promises to customers and succeed. 

KEY RESPONSIBILITIES:

• Process Documentation: Working closely with allocated Subject Matter Expert/s to document process changes in a standardized and appropriate manner.
• Subject Matter Expert Support: Support Subject Matter Experts with the effective execution and rollout of change projects. 
• Customer servicing: Contribute towards the creation of documentation, process flows and other items that help  drive a high standard of customer service. This ranges from funding application processing, customer service requests and transaction processing.
• Process tooling and training requirements: Assist with assessing employee and team tooling and training requirements and support specific recommendations aimed at driving optimal productivity.
• Operations reporting: Document and share timely and accurate reports provided by Data Scientists and Analysts with key stakeholders so that they are aware of areas of business non-performance, business risk and service issues.  
• Process control: Document, implement and monitor processes that drive operational efficiency and effectiveness (i.e. that deliver on our customer promises, enable a productive workforce and meet business monetisation and cost control goals) 
• Ensure training material to support processes is accessible and accurate 
• Project Management Support and coordination of projects or initiatives required to meet the above responsibilities inclusive of developing businesses cases, defining business requirements, assisting with implementation, setting quality standards and measuring ongoing performance 

COMPETENCIES WE ARE LOOKING FOR

• Requirements gathering and specification: The ability to identify and gather requirements from key stakeholders, map business processes and design process improvements in a clear, actionable format that can be used to communicate with the team and drive operational effectiveness. 
• Initiative implementation and delivery: The ability to build strong relationships and work cross-collaboratively with the operations teams to iteratively and quickly deliver business improvements (process, tools, workforce ,etc.) that accomplish pre-defined goals.
• Quality Assurance: The ability to proactively identify, prioritize, and resolve business process quality issues across teams, platforms and vendors. 
• Deriving insights from data: The ability to use data to generate actionable insights, to leverage those insights to achieve goals and to connect those quantified goals to meaningful outcomes for the business.
• Voice of employees: The ability to leverage employee feedback in the form of work observation, surveys, 1:1s and other forms of research to understand employee needs and “ways of working” to remove barriers and create new opportunities for process improvement and effectiveness. 
• Employee UX: The ability to define requirements and influence UX designs that ensure our in-house tools and configurable partner platforms are easy to use and drive the most efficient and effective serving of customers. 

THE SKILLS AND EXPERIENCE WE’RE LOOKING FOR 

• Grade 12 or equivalent 
• Minimum 2-3 years mid-level experience in similar role essential
• Process Documentation creation experience essential
• Experience with developing and implementing standard operating procedures
• Experience with managing stakeholders from various areas of the business
• Experience working with technology platforms
• Experience working within an agile, scrum or lean environment 
• Proactive self starter who is not afraid of a challenge