Manager: Process

2 weeks ago

Midrand, Gauteng, South Africa BMW Financial Services (South Africa) (Pty) Ltd. Full time

Responsible for the strategic set-up and establishment of a local Process Management and Quality function in alignment with global standards (Financial Services Global Process Management).


  • Responsible for establishing and leading a Quality Management program (inclusive of Customer Satisfaction) in order to achieve the strategy of becoming a customer (internal and external) centric operations delivering premium customer services.
  • Responsible to drive process orientation across the NFSC (ensuring linkage to the BMW Group strategy).
  • Responsible for the companywide rollout of process improvement tools methods (i.e. trainings).
  • Responsible for the sustainability of the Process Management environment.
  • Responsible for execution of digitization strategy.
  • Oversees target achievement within local NFSC processes and ensures action plans in place with clear accountability to close performance gaps.
  • Responsible for deriving meaningful local KPIs with effect and impact on process efficiency.
  • Responsible for ensuring the KPIs for service providers and reporting for the same.
  • Responsible for support of projects/ system enhancements derived from process improvement initiatives.
  • Responsible to drive closure of performance gaps of BSC targets of local NFSC.
  • Responsible for NFSC wide communication of process improvement.
  • Responsible for coaching and consulting on Project Management tools and methodologies upon request.
  • Responsible for alignment of vendor and inhouse processes.
  • Responsible for Global KPI reporting and controlling and management.
  • Responsible for the steering and implementation / enhancement of Information Security measures within the NSFC.
  • Responsible for the steering and implementation / enhancement of Vendor Management measures within the NFSC.
  • Internal Control systems (ICS) adherence to controls; focus on regular monitoring of controls and on testing of controls effectiveness (e.g. performing monthly spotchecks and/or reviewing exception reports); conduct annual process control review (incl. review/update of process maps / flows and relevant regulations / work instructions); active contribution to detect and mitigate process gaps.
  • Any other task that management may necessitate in reaction to unexpected changes to our environment, greater business needs or to mitigate the vulnerability of the BMW Groups reputation or potential financial loss.
  • Right to set mandatory local standards for Process Management tools methods in accordance with global framework.
  • Right to set mandatory local standards for process documentation (templates, approach, etc.) in alignment with global framework.
  • Right to ask for, receive and process information regarding performance and quality of business processes.
  • Right to steer the target setting and performance management process and oversee the tracking of results.
  • Right to be involved in selection, negotiations, contracting and steering of external providers.
  • Right to drive and institute change initiatives for process improvement throughout the NFSC processes and establish associated control mechanisms.
  • Right to assume Project Management responsibilities for improvement initiatives.
  • Right to perform Check and Balance function for operative departments and processes.
  • Change Management Resistance to change by associates affected by the change
  • BMW Group IT blue print and technical guidelines Cannot always implement out the box thinking solutions
  • Budget constraints Having funds available to affect change
  • Finding resources with the correct mind set and skills for the PMQ team

Qualifications:

  • Tertiary degree (B.Com / B.Sc) focus on process and information systems preferable.
  • Post graduate in business management an advantage.
  • 5+ years experience in the financial services industry.
  • Solid background in process management.
  • Management/Leadership skills.
  • IT experience preferable.
  • Business process mapping.
  • Critical analytical skills.
  • Solution driven.

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