Business Process Champion – Customer Services

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Business Process Champion – Customer Services

  • Post Date:February 24, 2021
  • Views 449
0 Applications
  • Qualification Degree
Job Description

Please send your CV in word format. Also provide your current salary and benefits details!

Our Client in the ICT sector is looking to fill the above position urgently.

Main Purpose:

Responsible for developing and reengineering customer interaction business processes to optimize customer experience.

Responsibilities:

Process Mapping and Documentation

  • Review the adequacy of process documents covering all customer service functions and their functional interdependencies.
  • Collaborate with Process Owners and the Customer Experience Manager in identifying Key Process Areas (KPAs) for new or existing functions, products or services.
  • Review the adequacy of process documents covering all customer service functions and their functional interdependencies.
  • Collaborate with Process Owners and the Customer Experience Manager in identifying Key Process Areas (KPAs) for new or existing functions, products or services.
  • Undertake the design and end-to-end documentation of operational business processes covering all customer services functions and their functional interdependencies.
  • Identify relevant subject matter experts (SME) in the Key Process Areas and facilitate workshops and meetings to obtain process inputs for process improvement projects.
  • Coordinate the review of processes and obtain sign-off of process documents by Process Owners.
  • Ensure that all updated versions of approved processes are uploaded and maintained on the corporate knowledge portal (SharePoint) and that staff are aware of and can access the processes.

Standard Operating Procedures (SOPs), KPIs And Service Level Agreements (SLAs) To Support Process Implementation

  • Review the adequacy of SOPs and SLAs across all customer service functions and their functional dependencies.
  • Undertake the documentation of required SOPs and SLAs
  • Coordinate the development and inclusion of relevant Key Performance Indicators, complete with assigned responsibilities, into business processes
  • Coordinate the development of relevant Inter-divisional/departmental Service Level Agreements (SLAs) to facilitate augmentation of business processes implementation
  • Periodically test compliance with SOPs / SLAs / KPIs as documented and recommend improvements.

Process Analysis, Optimisation And Improvement

  • Perform continuous process analysis and redesign workflows to align processes with changing business strategies, conditions and new products and service offerings.
  • Conduct user experience surveys with stakeholders, users, suppliers and customers of processes to identify opportunities for improvement and optimisation.
  • Analyse business processes identified for improvement, including benchmarking and measurement of appropriate process metrics (e.g. total time to execute) to identify and document systemic failures, potential bottlenecks and gaps in workflow systems.
  • Document these systemic failures in the existing processes and in consultation with stakeholders, provide draft documentation of new processes for user acceptance checking, testing and deployment
  • Identify and motivate for system acquisition or enhancements to improve overall business efficiency.

Process Awareness, Training And Capacity Building

  • Track the level of staff knowledge on business processes throughout customer services.
  • Prepare relevant material for staff awareness training programs.
  • Conduct training on process–related requirements, mapping software and techniques etc. for process coordinators, process owners and relevant staff within customer services.

Reporting

  • Periodic and ad-hoc reporting on Business Processes Management as required by the Customer Experience Manager.
  • Ensure that any changes to existing processes are communicated to all Process Owners for onward communication to their teams.
  • Manage appropriate version control of all process documents to ensure that only current and applicable processes are circulated to all staff.

Interactive Voice Response (IVR) System Management

  • Identify gaps and providing recommendations for IVR flows.
  • Design new IVR flow profiles and maintenance of existing profiles.

Business Intelligence

  • Keep abreast with developments in processes and SLAs by attending relevant courses, workshops and programs in order to enhance knowledge and awareness.
  • Regularly scan the environment to identify opportunities and current market trends to improve existing methods and practices
  • Research new technologies and methodologies to improve service delivery business processes for implementation

Qualifications and Experience

  • First Degree in relevant field
  • MBA – an added advantage
  • Business process analysis experience in a similar position or the equivalent combination of education and experience.
  • Hands on experience with the e-TOM® framework and Business Process Model and Notation (BPMN) is key
  • Exposure to process mapping tools is required.

Salary: Negotiable

Email CVs to Mirriam Dzapasi: [email protected]