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