Business Process Excellence Analyst

Empowering Africa’s tomorrow, together…one story at a time.

My Career Development Portal: Wherever you are in your career, we are here for you. Design your future. Discover leading-edge guidance, tools and support to unlock your potential. You are Absa. You are possibility.

Job Summary

• The individual that we are seeking is a Business Process Excellence Manager to drive end-to-end process reengineering, digital transformation, and automation within the Bank. This role is instrumental in improving efficiency, enhancing customer experience, and ensuring compliance with regulatory standards.
• The ideal candidate will be a change leader with expertise in Lean Six Sigma, process automation, and digitalization, capable of driving impactful transformation initiatives across business and support functions.
• In this position, the individual must deeply understand customer needs and enhance operational efficiency by leading reengineering initiatives across the Bank. It is essential to ensure that processes and key quality metrics are optimized to meet best-in-class standards.
• The role requires alignment with the Business Process Excellence strategy, leveraging innovative solutions to achieve improvements outlined in the digital roadmap. These efforts should support the execution of the Digital and Customer Experience strategies.
• Project outcomes should deliver a seamless and consistent experience across all customer channels and touchpoints, fostering exceptional customer satisfaction and advocacy.

Job Description

 Drive Process Reengineering through Digitalization & Automation

•  Assess customer touchpoints and manual workflows to redesign and digitize processes, enhancing efficiency and reducing manual intervention.
• Lead cross-functional process transformation projects (typically 3–6 months), collaborating with Business, Operations, Risk, and Technology teams.
•  Map and analyze both "as-is" and "to-be" processes using Business Process Model and Notation (BPMN) tools.
•  Project manage automation initiatives, including Robotic Process Automation (RPA) deployment.
• Act as a change agent, driving strategic innovation to improve client experiences and promote operational agility.
• Develop a network of process champions across business and support teams to foster a culture of continuous improvement.
• Prioritize high-impact processes for digitization and automation to maximize efficiency and customer satisfaction.
• Advocate for Agile, Kanban, and Six Sigma methodologies to streamline processes and track progress effectively.

​

Drive Championing Business Process Excellence

• Redesign and optimize critical customer-facing processes, measuring and tracking improvements.
•  Eliminate redundancies and minimize manual interventions to streamline operations.
• Identify process inefficiencies and uncover opportunities for product and service enhancement.
•  Proactively work to reduce turnaround times (TATs) and prevent processing errors.
• Set TAT benchmarks, monitor breaches, and report findings to strengthen process controls.
• Enrich the Bank’s knowledge base across channels to drive greater adoption of self-service solutions

Enhance Customer Experience 

• Reimagine internal processes from a customer-first perspective, aligning with the Bank’s Customer Obsession Agenda.
• Ensure all customer interactions deliver efficiency, superior service, and faster query resolution.
• Utilize customer feedback to optimize processes for seamless, straight-through, first-time-right workflows.
• Develop and present data-driven dashboards tracking process reengineering outcomes, SLA breaches, and efficiency improvements.
• Continuously monitor customer experience metrics and leverage insights to drive enhancements.

Control and Governance

• Ensure all activities and responsibilities fully comply with regulatory requirements, the Enterprise-Wide Risk Management Framework, and internal ABSA policies and standards. Understand and manage risks and incidents relevant to the role.
• Conduct monthly reviews of reported incidents or risk events, along with supporting investigation documents. Identify high-risk areas and implement mechanisms to mitigate future risks.
• Ensure all process improvements comply with regulatory frameworks, internal risk policies, and governance standards.
•  Conduct monthly risk reviews, analyzing incident reports and identifying high-risk areas.
• Implement strong control mechanisms to prevent operational and compliance risks.
• Develop and execute action plans to address risk issues from internal audits, management Assurance reviews, and compliance assessments.
• Secure necessary approvals from Compliance, Legal, Risk, and IT for proposed solutions ensuring adherence to the organization's NAPA process for project and product rollouts.
• Ensure bug-free technology rollouts by adhering to security, penetration testing, and load testing standards.
• Ensure all activities and responsibilities fully comply with regulatory requirements, the Enterprise-Wide Risk Management Framework, and internal ABSA policies and standards. Understand and manage risks and incidents relevant to the role.
• Conduct monthly reviews of reported incidents or risk events, along with supporting investigation documents. Identify high-risk areas and implement mechanisms to mitigate future risks.
• Ensure all process improvements comply with regulatory frameworks, internal risk policies, and governance standards.
• Conduct monthly risk reviews, analyzing incident reports and identifying high-risk areas.
• Implement strong control mechanisms to prevent operational and compliance risks.
• Develop and execute action plans to address risk issues from internal audits, management Assurance reviews, and compliance assessments.
• Secure necessary approvals from Compliance, Legal, Risk, and IT for proposed solutions ensuring adherence to the organization's NAPA process for project and product rollouts.
• Ensure bug-free technology rollouts by adhering to security, penetration testing, and load testing standards.

Stakeholder Management:  

• Build and maintain strong relationships with key internal and external stakeholders.
• Work closely with vendors, partners, and regulatory bodies to drive project success.
• Influence senior leadership by effectively communicating and driving adoption of process changes.
• Champion the Customer Obsession Agenda across all business functions.

Role/Person SpecificationPreferred Education:   

•  Postgraduate degree (preferred)
• Certified in Lean Six Sigma Certification (Green Belt/Yellow Belt preferred).

Preferred Experience:  

•  5+ years of experience in process reengineering, customer excellence, operations and digital transformation in financial services, consulting, or IT.

Knowledge & Skills:   

•   Strategic thinker, effective team leader, and strong influencer capable of managing complex and diverse processes by collaborating with key local, regional, and external stakeholders.
• Continuously seeks and shares best practices both within and outside the organization, leading sustainable initiatives to improve customer experience.
• Deep understanding of business workflows, digital banking, and customer-centric design.
• Demonstrates strong business acumen and commitment to overcoming internal barriers to adopting digital solutions.

Technical Competencies:   

• Strong expertise in business process reengineering, digital initiatives, and automation. 
• Strong analytical skills with the ability to perform in-depth data analysis.
• Proven ability to conduct data-driven analysis to optimize operations.

Behavioural Competencies:  

•  Decision-Making: Makes prompt, clear decisions (Advanced).
• Accountability: Takes responsibility for actions, projects, and people (Advanced).
• Independence: Takes initiative, acts confidently, and works independently (Expert).
• Proactivity: Initiates and generates activity (Advanced).
• Market Awareness: Keeps up to date with competitor insights (Advanced).
• Business and Technology Expertise: Possesses relevant knowledge (Advanced).
• Leadership: Displays strong leadership qualities (Advanced).
• Integrity: Demonstrates high ethical standards (Advanced).

ABSA Values            The ABSA Values provides a framework for how we in ABSA work together and how we serve our customers and the communities we are in:

• Trust
• Resourceful
• Stewardship
• Inclusion
• Courage

Education

Bachelor`s Degrees and Advanced Diplomas: Information Technology