Business Process Manager

**Job Advert Summary**:
TIA is a talent driven, customer
- centric and impact focused organisation. In our endeavour to support technology innovation with socio-economic outcomes, we seek to infuse the organisation with team players that find resonance as value creators, agile thinkers, progressive attitudes, customer-centricity, dynamic work ethic and an optimistic disposition. We aim to harness these attributes in a manner that they culminate into a culture of teamwork, impact and accountability.

The Agency reserves the right not to make an appointment.

**The Business Process Manager** will be responsible to conduct wide organisation assessment of business processes, identify business process bottleneck, red tapes and operational inefficiencies for internal and external customers. To implement business process optimisation, innovation and automation. Lead business change management processes. Engage business broadly on technology and automation needs based on Enterprise Architecture to inform the IT and BAKM Strategy.

**Minimum Requirements**:
**Minimum Qualifications**
- Bachelor’s Degree/Diploma in Computer Science, Business Analysis Certificate, BPM certificate, Change management certificate

**Minimum Work Experience**
- Minimum Five (5) years in Business Analysis, Business Process design and Management, IT Project management and implementation, System Development Lifecycle, (SDLC), Change Management processes, Data analytics.
- Proven experience with business process improvement methodologies, including Lean or Six Sigma (Green Belt or higher preferred).
- Strong understanding of end-to-end business processes with a focus on identifying inefficiencies and driving operational excellence.
- Demonstrated ability to lead or contribute to process optimization initiatives using data-driven decision-making.
- **Ideal Certifications**
- Certifications
- Lean Six Sigma (Green/Black Belt)
- Project Management (e.g., PMP, PRINCE2)
- RPA Tools (e.g., UiPath, Blue Prism) Certification
- Agile/Scrum Certification

**Duties and Responsibilities**:
**Internal Processes**

**Business Change Management**
- Document TIA business process Change Management Framework
- Prepare accurate and detailed functional specifications for any new system changes and manage the process
- Facilitate workshop sessions for adoption, embedding and compliance of business processes
- End User training and awareness conducted according to changes implemented
- Work with departmental heads and staff to ensure alignment and smooth adoption of new processes
- Develop training materials and conduct workshops to ensure knowledge transfer
- Champion a culture of continuous improvement and digital innovation

**Customer Experience Management**
- Identified TIA business process inefficiencies
- Leverage on digital transformation for operational efficiencies - System and technologies used to interface with customers
- Customer intelligence reports
- data analytics gathered from CRM and all communication channels used by TIA with its customers
- Implemented management changes in processes where service enhancements are initiated

**System Support Service**
- Ensure efficient and effective utilisation of various systems
- Ensure relevant technology availability with IT based on business requirements
- Ensure continuous review and implementation of continuous improvement and system(s) enhancement
- Coordination and facilitation of systems training to end users
- Prepare End user system training and training manuals accessed via the intranet

**Project Management**
- Facilitate development of system related project milestone, deliverables, timeline, risk and resources
- Manage, monitor and evaluate business process and system project implementation
- Project Governance and compliance
- Maintain and manage project risk related issues

**Stakeholder Relationship**
- Business Process Management - Analysis, optimisation, innovation and automation
- Develop and manage end-to-end processes designed to create value add for the customer
- Develop and implement process optimisation/ improvement strategies
- Identify business process bottleneck, process redundancy, handshakes and suggest process improvements
- Design and manage organisation wide business process maps with clear integrations outlined for streamlined operations
- Process business requirements into functional requirements and other specifications and user scenarios
- Provide business processes audit and ISO 9001 surveillance for compliance

**Financial Perspective**

**Business Analysis - Systems**
- Collect, analyse and describe business requirements of business systems.
- Define system changes, specifications of integration, testing and customisation, including failure analysis and prioritization
- Gathering and analysing systems utilisation to derive Return on Investment
- Develop business case for automation, system enhancements and procurement of business systems required