Workflow Delivery Lead at NCBA Group

Job Purpose Statement

As our Workflow Delivery Lead, you will serve as the central force guiding our high impact workflow automation initiatives from concept to completion. You will drive the end-to-end design, development, and seamless deployment of critical workflow automation solutions. You will bridge the gap between business process teams, our enterprise project management (EPM) office, and IT developers, ensuring high-quality solutions not only meet current needs but also anticipate future business requirements. A key part of your role will be to champion user adoption by leading effective change management activities. If you thrive on technical oversight, innovative design, stakeholder collaboration, and ensuring successful implementation and sustained usage of automation solutions, this is the role for you.

Key Accountabilities (Duties and Responsibilities)

Financial (20 %)   

• Design, track, and report on key performance indicators (KPIs) and metrics for process improvement projects, collaborating with business case owners/users as needed
• Oversee the delivery of workflow automation projects, guaranteeing they meet all quality standards and user requirements, are completed on schedule, and remain within budget with minimal reworks.

Internal business processes (50%)   

• Lead the end-to-end design and delivery of workflow automation solutions, ensuring they align with business requirements and future scalability.
• Actively participate in solution design sessions, collaborating with technical teams and business stakeholders to ensure designs are agreed upon and optimized.
• Oversee and actively contribute to the ongoing development and enhancement of robust workflow automation solutions.
• Develop comprehensive documentation (e.g., user guides, best practices) for implemented workflow use cases.
• Establish and maintain rigorous change management controls for the workflow automation framework, focusing on user adoption strategies.
• Build tactical prototypes and POCs that can become long-term solutions.
• Champion and drive the adoption of workflow automation platforms across various functions and use cases through effective communication and training initiatives.
• Provide support and documentation (use cases, business requirements, test cases) workflow automation projects.
• Provide sound data intelligence and support to the business, by communicating key insights, risks, and findings.
• Manage the book of work for workflow automation effortsLiaise with technical teams to ensure ongoing platform stability.

Customer (20%)    

• Drive continuous improvement initiatives to enhance customer experience by reducing process hurdles.
• Cultivate strong relationships with business partners and sponsors, fostering a culture of continuous improvement across the Bank.
• Serve as a go-to resource for BPM-related issue resolution, building positive working relationships with all levels of staff and external vendors.

Learning and growth (10%)   

• Be self-driven and directed. Build own skills in problem solving and effective presentations, communication and writing skills.
• Contribute to building a repository of tools, workflow user guides and best practices. 

Job Specifications

Academic:

• Bachelor’s/University degree in a relevant field (e.g., Computer Science, Information Technology, Engineering), or equivalent technical experience.

Professional:

• Process improvement & business process management (BPM)certification (Lean six Sigma Green/Black Belt) or solutions architecture certification or certifications in leading workflow automation or Robotic Process Automation (RPA) platforms is highly beneficial.
• Agile project management certification (e.g., PMP, Prince2 Agile).

Desired work experience:

• Minimum 5-10 years of progressive experience in solution delivery or technical lead roles, with at least 5 years specifically focused on workflow automation solution design and implementation.
• Proven expertise in architecting, designing, and overseeing the development of complex workflow automation solutions.
• Demonstrated track record of successfully managing the end-to-end technical delivery of enterprise-level technology solutions.
• Prior work experience within the Financial Services industry is highly preferred.