Process Analyst

Summary

SCOPE OF JOB: 1. Maintain the process architecture for all business lines to support the analysis, design / optimization and alignment of processes across the group. 2. Drives and facilitates process centric discussion and analysis to understand the current state, to define the future state, and to determine the activities required to move from the current to the future state. 3. Enables the business / process owner to articulate needs and the rationale for change, and designs or optimizes processes to deliver value. 4. Performs within the boundaries of a project or programme, through scheduled unit reviews, business process improvement (BPI) opportunities or audit or other control reviews. 5. Is assigned to projects of medium to high complexity with concepts and scopes that are not easily defined. 6. Documents all elements of the process for use by project teams or the business owner. Maintain a complete and current repository of process documentation. 7. Provide coaching support to TMs to build a process centric organization.

Responsibilities

• • Accountable for maintaining the currency of the business process catalogue by entity.

• Accountable for capturing the business objective in a form that allows the business to:

  • • Confirm the problem or opportunity being targeted
  • • Confirm the business context
  • • Align on processes/sub-processes to be addressed in order to achieve the target business benefit or address the business problem
  • • Identify the critical aspects of the process that drive business value, client satisfaction and user satisfaction

• Accountable to abide by the agreed methodologies:

  • • Analyse the current state and gaps in the process and technology solution.
  • • Align the process under review to the business model
  • • Design or optimize the process to create the desired future state (or recommend workarounds).
  • • Identify and define the system requirements to support the process.
  • • Analyse the data and information flow required to produce the information required by users and the clients.
  • • Review and analyse the quality of the results and identify business risk, decisions and other issues for consideration.

• Provide a documented end-to-end technical solution that includes process maps, work instructions and other relevant process artefacts.:

  • • Build in appropriate quality checks.
  • • Ensure the process is optimized and effective in delivering business value
  • • Ensure the Business is in alignment with and signs off on the solution.
  • • Track and log all business issues and decisions that are raised and addressed throughout the process of change.
  • • Facilitate issues resolution and problem analysis sessions. Document and track business decisions, issues and risk and facilitate the development of strategies for managing risk.

• Participate in the pre-deployment activities such as:

  • • Participate in the UAT of the process providing adjustment as required.
  • • Roll out the process change.
  • • Enrol the business as a driver in the deployment of the process change.
  • • Monitor the process in production to ensure alignment with the business objectives. Adjust as required.
• • Provide comprehensive documentation of all elements of the process for use by project teams or the business owner.
• • Plan, track and report on work assignments. Provide work assignment and project status reports to support effective monitoring and control of the project plans.

• Other Accountabilities:

  • • 100% participation in project planning, project reporting, problem analysis and documentation of the change deliverables.
  • • Maintain professional and technical knowledge by attending educational workshops; benchmarking professional standards; reviewing professional publications; establishing personal networks
  • • Identify and recommend training, team building and development programs for the team.
  • • Identify tools and practices for continuous improvement of the Business Process Management framework in accordance with international standards
  • • Contribute to the development of tools, templates and methodologies for use by the BPM team.

• Service Support:

  • • Design, develop and continuously improve the framework, tools and techniques used for process model analysis, problem analysis and solution development and deploy.
  • • Design and lead workshops for blueprint development, current state elicitation and review, future state development and review and other critical forums for the analysis and finalisation of various aspects of the business model.
  • • Lead the execution of studies, investigations, feasibility, research and analysis for BPM methodologies and innovation
  • • Provide timely, consistent and complete reporting on service delivery status

• Project Planning - For projects of medium complexity or medium risk:

  • • Develop initial estimates of resource requirements and scope for project concepts
  • • Design project approach for project concepts (new projects)
  • • Analyse process impact and identify all affected components. Research, analyse and document the current state for all aspects of the process model affected by the project scope

• Process Management Life Cycle - For projects of medium complexity or medium risk:

  • • Align processes under review to process model
  • • Elicit, analyse and map current state
  • • Define future state based on analysis of the business strategy or problem
  • • Manage process life cycle from elicitation through definition, solution development, solution QA and deployment. Adjust process as required.
  • • Direct or participate in studies of new and existing products, services, technologies and regulations
  • • Write detailed universally understood procedures/work instructions for use in training and operations.
  • • Identify and document business rules and process scenarios

• Solution Analysis - For projects of medium complexity or medium risk:

  • • Facilitate solution development
  • • Plan, organise and conduct business process reviews/improvement and/or management reviews
  • • Document solution options and decisions
  • • Analyse solutions value, impact and performance
  • • Assists in developing an overall change management strategy for assigned projects.

• Client Centricity - Stakeholder management:

  • • Develop methods, forums and tools to identify and understand the group and company needs and requirements for technology, process and product/service
  • • Develop relationships with clients and stakeholders that allows a mutually beneficial exchange and the development of trust
  • • Manage stakeholder communications to ensure stakeholder satisfaction and maintain clear understanding of expectations.
  • • Reads and interprets regulations, policies systems and functions technical literature and translates in terms understandable to the end users
  • • Consolidate information into cohesive and understandable correspondence or other written form for use in management decision making.

• Implementation (solutions deployment) - For projects of medium complexity or medium risk:

  • • Participate in development of UAT plan/script development to ensure complete testing of process. Adjust as required.
  • • Participate in the development of learning requirements and training curriculum. Conduct formal training sessions on the transformed processes for the Business SMEs assigned to projects. (T3 – train the trainer)
  • • Participate in the development of detailed practical deployment plans.
  • • Compile metrics and reports to track implementation progress and success
  • • Provide post-implementation monitoring of process to ensure business outcomes are recognized as planned. Adjust process where required.
  • • Assist in the development of processes and techniques for measuring the benefits of projects on or after implementation.

• Domain or Technical Expertise:

  • • Develop and uses in-depth knowledge of the industries, business, products, services and delivery channels to identify standards and risks and to locate and design solutions for business problems.
  • • Maintain technical expertise in the business process management and business analysis
  • • Continuous research into recent techniques and methodologies. Continuous application of innovation in these techniques to improve the tools, templates and techniques used in delivering BPM services.
  • • Continuous development of methods, tools, techniques and templates for use in business process management

• Business Model Architecture development and maintenance:

  • • Develop and maintain business model reference documentation on current state process
  • • Maintain change records for all aspects of the process Model and the process Architecture framework
  • • Communicate changes to the BPM and Change Support services teams in a timely manner and make information available about the nature and details of the changes

• Client Satisfaction - Support the generation of CSS client satisfaction by:

  • • Compiling and delivering documents designed for the specific stakeholder audiences in the language of the target stakeholder
  • • Designing and developing standard templates, workshops and other communication forums designed for project customers and stakeholders
  • • Guiding the project team on the design, format and content of documents to be used as part of the communication with the project customers and stakeholders
  • • Collecting, tracking and analysing client requests and feedback. Determine appropriate response.
  • • Identify gaps in team and individual service delivery and formulate strategies for closing the gap.
  • • Analyse and measure service standard delivery results for the BPM team

• Other Functional Duties and Responsibilities:

  • • Act as team lead on designated work assignments and projects
  • • Oversee process analysts on projects.
  • • Guide the analysis and development of process components, plans, requirements and documentation
  • • Maintain professional and technical knowledge by attending educational workshops; benchmarking professional standards; reviewing professional publications; establishing personal networks.
  • • Identify, recommend and organize training, team building and development programs for the team.
  • • Identify tools and practices for continuous administrative improvement in accordance with international standards

• General Duties and Responsibilities:

  • • Complete the Individual Balanced Scorecard (IBSC)
  • • Promote the JMMB’s philosophy of the Vision of Love and its unique culture.
  • • Understand the organization’s mission, strategic objectives and its place in the larger community/society/world
  • • Perform any other duties as assigned

• The incumbent must maintain high scores in the following success evaluation criteria in performing duties:

  • • Achievement of targets
  • • Project and process concepts signed off and agreed by key stakeholders
  • • Process documents reviewed and signed off by stakeholders
  • • Stakeholder buy-in to project change details - end in mind
  • • Demonstrated application of current process management and solution presentation techniques
  • • New process team members exposed to process analysis and the process architecture documentation

• Authority:

  • • To gather data from a wide range of local and international sources, in a cost-effective manner.
  • • To share data with departments internally.
  • • To request required data from other Team Leaders / Dep’t. Heads relating to process reviews
  • • To recommend solutions to problems within his/her area of authority
  • • To respond to internal queries using knowledge, creativity, initiative and sound judgement

Required Skills

• Knowledge:

  • • Knowledge of business analysis
  • • Exposure to the change management cycle
  • • Knowledge of the financial services sector
  • • Working knowledge of personal productivity, presentation and team communication tools and techniques

• Skills:

  • • Excellent problem analysis and problem solving skills
  • • Proficient in report writing
  • • Proficient in documenting business models using a wide variety of architectural frameworks
  • • Training and Facilitation skills
  • • Ability to define and manipulate large amounts of diverse data to support your work
  • • Deliver thorough and complete work on time for multiple projects.

• Leadership:

  • • Sound research, analytical and decision making skills.
  • • Highly proficient in verbal and non-verbal communication skills. Alert to non-verbal communication
  • • Excellent leadership and team building skills. Must be able to ‘manage upwards’.
  • • High Level of Confidentiality.

• Management:

  • • Excellent interpersonal skills
  • • High Level of Confidentiality
  • • Analytical and research skills

Qualifications

• • Bachelor’s Degree from an accredited university
• • Professional Certificate in Business Process Management or Process reengineering
• • Training or Professional Certificate in change management.
• • More than three (3) years’ experience in business analysis, process analysis and workflow management
• • At least three (3) years’ work experience in disciplines or functions that utilise change management, project management, business analysis or information systems
• • Demonstrated experience in executing PA work packages on medium to large projects

Additional Information and Instructions

LIAISES WITH External and Internal Contacts: This aspect is essential in carrying out the duties of the position. ℹ️ Externally: 📞 Suppliers (e.g., software vendors, contractors, project team members, research agencies, Subject Matter Experts [SMEs]): Frequency & How: As needed via telephone, emails, or meetings. Reason: 📊 Obtain data or publications for research. 📈 Gather market performance data. 💼 Collect information on the financial sector. 📝 Receive updates on project activities and source background information. 🔍 Conduct process discovery. ℹ️ Internally: 📧 Subsidiaries: Frequency & How: As needed via email, telephone, or in person. Reason: 🔍 Process discovery. 👩‍💻 Frontline Team: Frequency & How: As needed via email, telephone, or in person. Reason: 🔍 Process discovery and observation. 🗂️ Project Teams: Frequency & How: As needed via email, telephone, or in person. Reason: 🗣️ Discuss project aspects. 📑 Prepare performance reports. 🤔 Clarify concepts/frameworks to develop documentation. 📊 Request process data. WORKING CONDITIONS: Physical: 🏢 Normal office environment: Frequency: Daily % of Time: 75% Special: ✈️ Travel to provide process support: Frequency: As needed % of Time: 25% 🕒 Work outside of office hours to meet deadlines: Frequency: As needed % of Time: 25% 📅 Applications Deadline: January 6, 2024 📧 Submit Applications to: flgc@jmmb.com 🙏 Thank you for your interest. Only shortlisted candidates will be contacted.

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