Manager Business Process management role is focused on raising the level of efficiency and effectiveness of the implemented process initiatives; to offer specialized services and support in process management and automation with exceptional customer experience, motivate business growth, risk mitigation and cost containment in mind.

 KEY PERFORMANCE INDICATORS (KPIs)

• Compliance of Business Processes to bank policy and regulatory requirements.
• Cost leadership with Business growth focus.
• Process performance and quality of process output.
• Success rate of system changes and process improvement initiatives in delivering business outcomes.
• Customer satisfaction index

KEY RESPONSIBILITIES

• Lead the designing and collaboration with internal stakeholders to track metrics and key performance indicators for each process improvement project.
• Lead the analysis of process improvement projects and initiatives end to end.
• Lead the analysis and development of solutions that facilitate continuous productivity, capacity, and quality improvement across all dimensions within the Bank.
• Manage proactive and consistent research to identify process improvement opportunities including areas of focus, scoping of the project, prioritization, key deliverables, and successful outcomes.
• Manage the creation of business architecture models demonstrating how products, operations and systems interoperate within the organization.
• Deliver analysis to determine best path for solving business problems/opportunities that may include process improvement, systems enhancement, user training, and/or software procurement.
• Ensure solutions developed across organization are aligned to Bank’s architecture standards and principles, leverage common solutions and services, and meet financial targets (cost and benefits).
• Provide overall direction, guidance and definition of business architecture to effectively support business strategy.
• Apply and utilize business modelling methods to ensure results-oriented deliverables in a way that can be reconstructed and used as a corporate knowledge resource available to project level initiatives as and decision making.
• Act as a subject matter expert in the development of business architecture framework development, tool suite selection and design and methodology development.
• Partner with IT team in developing an IT framework that aligns with the business plan.
• Function as a liaison to Business and IT partners to gain a broad understanding of industry trends and innovations, and their impact on technology.
• Manage the Business continuity Planning and execution and support enforcement the Branch control environment protocols.
• Lead the effort to work with business leaders to identify business capability needs and prioritization.
• Lead the effort to identify and document capability and initiative needs and strategic prioritization into business architecture deliverables (roadmaps etc.). 
• Provide architectural oversight of projects; ensure requirements are in alignment with business strategies and business architecture roadmap/framework.
• Manages relationships with business partners and sponsors to help them understand business cases and to foster a culture of continuous improvement across the Bank. 
• Build and maintain positive working relationships with all levels of staff, External Vendors and serve as resource for BPM related issue resolution.
• Drive customer experience metrics that reduce the effort to receive service from the Bank due to process hurdles.
• Be self-driven and directed. Build own skills in problem solving and effective presentations, communication and writing skills.
• Train, guide and provide leadership, direction to the business team.
• Any other duty provided by line manager.

RELATIONSHIP

Internal

• All Units/Divisions
• Line Managers
• Process and Risk champions

External

• Bank Customers

STAFF SUPERVISION RESPONSIBILITIES

Staff Reporting Directly to the Job Holder

• Analyst – Business Process management
• Manager Account Operations and record management.

Others Reporting Indirectly

• None

MINIMUM QUALIFICATIONS/EXPERIENCE (REQUIRED FOR THE JOB)

• A Business or related degree from a recognized university
• A professional certification in Business Process Models and methodology – Lean Six Sigma, ABPMP
• Project Management Professional certification

Knowledge & Experience

• 8 years of business or process analysis experience
• Experience in Business Process Models
• Experience with MS Office (Word, Excel, and PowerPoint), Visio and Share point.
• Operational Excellence

ADDITIONAL QUALIFICATIONS/EXPERIENCE (PREFERRED, NOT A REQUIREMENT)

• A Master’s degree in a business-related field
• Risk Management Certification
• LSS Black Belt Certification.

COMPETENCIES REQUIRED

• Excellent interpersonal, communication and negotiation skills
• Excellent writing and presentation skills.
• Knowledge of the bank’s products, services, and policies
• Excellent Customer Experience skills
• Analytical thinking
• Decisiveness & Judgement
• Personal and Team Organization
• Meeting customer needs
• Managing relationships
• Self-development
• Adaptability
• Working with others
• Active listening