Business Process Management & Improvement Manager at West Indian Ocean Cable Company (WIOCC)

Job Objective

The Business Process Management & Improvement Manager is responsible for analysing, designing, documenting, optimising and governing WIOCC Group’s end-to-end business processes to improve operational efficiency, client experience, scalability and overall business performance.

The role works across all business functions to identify process inefficiencies, remove organisational bottlenecks, improve cross-functional collaboration, standardise operating procedures and drive continuous improvement initiatives. It is accountable for process architecture, process redesign, performance measurement and continuous improvement programmes across the business. The role drives operational excellence through process-led transformation and the adoption of best-practice operating models.

Key Duties & Responsibilities:

Business Process Management

Develop and maintain WIOCC Group’s enterprise business process framework

Create, map and document end-to-end business processes across all key functions, and keep them up to date

Establish standard practices for process documentation, ownership and governance

Maintain the enterprise process repository and business process landscape

Identify process dependencies, handovers and operational risks

Process Improvement & Operational Excellence

Lead process improvement initiatives across the organisation

Facilitate workshops to identify bottlenecks, inefficiencies and opportunities for optimisation

Conduct process reviews and recommend improvements that increase efficiency, quality, customer satisfaction and profitability

Apply Lean, Six Sigma and other continuous improvement methodologies where appropriate

Drive operational simplification and standardisation initiatives

Lead root-cause analyses of recurring operational issues

Cross-Functional Business Transformation

Partner with functional leaders to redesign key operational processes

Support transformation initiatives involving multiple business units

Improve critical business processes, including:

Lead-to-Order

Order-to-Service

Lead-to-Handover

Opportunity-to-Cash

Procure-to-Pay

Incident-to-Resolution

Product Development Lifecycle

Project Delivery Lifecycle

Promote the adoption of best-practice operating models across the Group

Process Performance Management

Define process KPIs, SLAs and operational performance measures

Develop reports and dashboards to monitor process effectiveness

Analyse process performance and identify trends and opportunities for improvement

Produce executive reports that demonstrate process efficiency gains and realised benefits

Monitor and measure the success of process improvement initiatives

Automation & Digital Enablement

Identify opportunities for workflow automation and digitisation

Work with IT and business systems teams to enhance process automation

Support the implementation of workflow, CRM, ERP and service management platforms

Document business requirements for automation initiatives

Promote the effective use of technology to improve organisational performance

Change Management & Capability Building

Support change management activities arising from process improvements

Create training materials and guidance documents

Facilitate stakeholder engagement and adoption programmes

Coach process owners and departmental leaders in process management principles

Promote a culture of continuous improvement throughout WIOCC Group

Minimum Qualifications:

Bachelor’s degree in business administration, engineering, or a related discipline

Professional qualifications in Lean, Six Sigma, BPM certifications (desirable)

Experience & Skills

A minimum of five to eight years’ experience in business process management, continuous improvement, operational excellence or business transformation

Experience of implementing process improvement programmes across multiple functions

Experience in the telecommunications, technology, digital infrastructure, data centre, ICT or a related industry is preferred

A proven track record of delivering measurable operational improvements

Experience of documenting and redesigning end-to-end business processes

Experience of working with CRM, ERP, workflow automation and reporting systems

The ability to manage multiple initiatives simultaneously

A willingness to travel when required

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