Key Responsibilities:

• Leads on projects to simplify, standardise and improve processes, systems and technical workflows.
• Conducts As-Is analysis to identify process gaps and areas of improvement, ensuring these are mapped during the design process. Advises stakeholders on options.
• Partners with business and technical stakeholders to gather, document and translate business requirements into functional solutions aligned to strategic transformation objectives of the Global Process Excellence team. Managed through to UAT sign off.
• Assists with the proactive identification of business and/or operational process improvements through data analysis to ensure constructive suggestions for change.
• Identifies potential cross-regional synergies and improvements that will ensure optimal performance within Op2O area.
• Ensures the preparation of detailed process diagrams and the accompanying documentation in terms of process design.
• Engages with a variety of stakeholders and facilitates sessions to generate, review and update new improved processes and tools.
• Assists with the implementation and delivery of projects related to business process improvement and digital transformation.
• Supports in maintaining various process documentation including process taxonomy, process maps, SOPs and WIs.
• Responsible for reviewing documentation at periodic intervals with the GPOs and GBS service providers to ensure completeness and updates for any changes.
• Performs any other related tasks as required.

Knowledges and Attributes:

• Strong communication and interpersonal skills for engaging with stakeholders at various levels.
• Strong analytical skills with the ability to dissect complex business processes, identify patterns, and propose improvements.
• Broad knowledge of process mapping as a method of visualizing and documentation software Signavio.
• Requirements gathering and analysis techniques to understand and translate business requirements into clear, actionable deliverables
• Ability to work independently, demonstrate ownership and proactively identify risks, issues or dependencies.
• Knowledge of sales tools (Salesforce - CRM, CPQ – Quoting) and data integration concepts.
• Strong ability to learn and adapt to new systems, tools and technologies, across an evolving transformation environment
• Seasoned knowledge of business process improvement methodologies such as Lean, Six Sigma, or Business Process Reengineering.

• Broad knowledge of the Op2O process (Sales, Quoting and Order Management) and experience in delivering continuous improvement within.
• Problem-solving mindset to address challenges and the ability to identify root causes and develop effective solutions.
• Attention to detail and accuracy in documenting process workflows and procedures.
• Proven track record of delivering improvement initiatives.
• Project management fundamentalsto coordinateimprovement initiatives.
• Excellent ability to work with cross-functional teams across business operations, technology and service delivery in a global environment.
• Problem-solving skills to address challenges and obstacles.

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent in Business or a related field preferred.
• Project Management certification preferred
• Lean / Six sigma qualification or equivalent, CIPS accreditation preferred.

Required experience:

• Extended experience driving process improvement, process reengineering and change management within the IT services industry.
• Extended demonstrated experience working in a GBS or process-centric environment
• Extended experience in process governance, business process management, or related roles.