The purpose of this role is to drive business process optimisation, standardisation and continuous improvement to support digital transformation and improve operational efficiency and service delivery. It also analyses, designs, and enhances end-to-end business processes, identifying automation and digital opportunities aligned to the organisational strategy. The role ensures effective collaboration between business and technology stakeholders to deliver sustainable, value-driven process and digital improvements. This position reports to a Senior Manager Digital Enablers.

• Identify areas for improvement and develop strategies to enhance business processes. 
• Optimisation of business processes to enable achievement and alignment with the strategic goals or objectives.
• Support the implementation of the business unit "Balanced Scorecard” (BSC) initiatives.

• Analyse current business processes, systems, and digital workflows to identify inefficiencies, automation opportunities, and optimisation initiatives.
• Map, maintain, and optimise business processes and digital workflows using approved process mapping and transformation tools.
• Assist business owners to document, standardise, and benchmark policies, procedures, and digital operating practices against global industry standards.
• Define and model business and digital architecture to demonstrate alignment between capabilities, processes, systems, data, and organisational objectives.
• Develop and maintain enterprise business capability maps and capability maturity assessments.
• Document standard operating procedures, digital workflows, and knowledge assets to support governance, automation, and operational consistency.
• Create and present process improvement, digital transformation, and operational performance reports for stakeholder review and approval.
• Monitor and evaluate the effectiveness of optimised business processes, digital workflows, and automation solutions through performance metrics and reporting.
• Stay up to date with emerging digital transformation trends, process engineering methodologies, automation technologies, and global industry best practices.

• Define the scope of new or revised (TO BE) business processes aligned to digital transformation objectives, automation opportunities, operational efficiency, and business requirements.
• Map, maintain, and optimise TO BE business processes and digital workflows using approved business process and transformation tools to support standardisation, integration, and automation initiatives.

• Identify, design, and maintain enterprise-wide end-to-end business and digital process maps to support transformation and operational alignment
• Establish, maintain and enforce enterprise process management standards, methodologies, naming conventions and governance frameworks.
• Facilitate process ownership and accountability across Business Units.
• Maintain the enterprise process repository and ensure process documentation remains current, accurate and aligned to organisational governance requirements.
• Monitor compliance with approved process standards and governance requirements.
• Conduct annual process maturity assessment.
• Define target process and digital maturity levels for business units aligned to organisational transformation objectives.
• Provide data on processes maturity and percentage of process automated.
• Provide data on the links of process to procedures.
• Identify and report on manual processes and forms to support workflow digitisation and automation initiatives.
• Communicate AS IS and TO BE process maturity, digital transformation progress, and improvement roadmaps to stakeholders.
• Identify or provide support in identifying process improvements.
• Participate in the improvement project(s) and elicit requirements, document and analyse, test and conduct a post implementation review of the processes.
• Diagnose operational and digital process improvement opportunities and develop innovative, technology-enabled solutions using process excellence methodologies and transformation tools. 
• Act as a business process and digital transformation subject matter expert by providing guidance on process optimisation, automation, digital workflows, and continuous improvement initiatives.

• Define, identify, assess, and prioritise business process, operational, and digital transformation risks across processes and systems.
• Communicate process risks to all relevant stakeholders. 
• Analyse process and digital workflow quality through QA reviews and identify continuous improvement, optimisation, and automation opportunities from review outcomes. Report on business process maturity, digital transformation progress, automation initiatives, process optimisation outcomes, and associated risks through dashboards and management reporting.
• Define, measure, and maintain process performance indicators and operational metrics.
• Establish process baselines, targets, and performance improvement objectives.
• Analyse process performance trends and recommend corrective actions.
• Develop, maintain and enhance process performance dashboards, analytics and management information to support data-driven decision making and continuous improvement.
• Track and report realised benefits from process optimisation and digital transformation initiatives.

• Evaluate business process improvement solutions, digital platforms, automation opportunities, and technology options to support organisational transformation objectives.
• Contribute to the selection and usability assessment of digital solutions, workflow tools, and process automation technologies aligned to business requirements.
• Support quality assurance, testing, validation, and implementation of business process improvements, digital solutions, and automation initiatives. 
• Assess and communicate the value, return on investment (ROI), operational impact, and efficiency gains of digital transformation and process optimisation solutions.
• Support post-implementation reviews and continuous improvement assessments to evaluate the effectiveness, adoption, and sustainability of implemented digital and process solutions.

• Establish, build and maintain collaborative working relationships with relevant internal stakeholders.
• Build and maintain positive and value-adding relationships with relevant external stakeholders.
• Scan the environment to ensure a clear understanding of stakeholder needs.
• Proactively interact with stakeholders to determine their needs and deliver on them accordingly.
• Engage with both internal and external stakeholders to identify and evaluate performance barriers and success to continuously improve on the service delivery.
• Work in collaboration with colleagues in the centre to ensure timeous delivery of the work.
• Establish and maintain relations with recognised professional bodies within own professional sphere.
• Manage service level agreements (SLAs).
• Conduct stakeholder impact assessments for process and digital transformation initiatives.
• Support business readiness, user adoption, and communication activities associated with process and technology changes.
• Facilitate stakeholder workshops to drive understanding, buy-in, and adoption of new business processes and digital solutions.

• Manage own performance. 
• Participate in the BU’s transformation, culture, and diversity and employment equity initiatives.
• Commit to continuous learning and advancing of one’s skills so as to remain abreast with industry trends.

• Contribute to the compilation of centre budget and manage project expenditure related to functional area.
• Ensure compliance to the organisation’s governance processes, policies and processes. 
• Manage supply chain processes within own functional area.

• Perform and/or manage other projects, tasks and assignments delegated by the supervisor not stipulated in the role profile description as and when required.

 

 

 

Minimum 8-10 years of related experience in business process mapping, business analysis, and/or digital transformation. The incumbent should also have experience in process improvement, automation, and optimisation methodologies supporting digital transformation, including Six Sigma, Total Quality Management (TQM), Lean, Continuous Improvement (Kaizen), Plan-Do-Check-Act (PDCA), Root Cause Analysis (5 Whys), and Business Process Management (BPM), applied within digital, data, and technology-enabled environments.