Business Process Analyst (Parktown) needed at Rand Mutual

THE JOB AT A GLANCE

• As the Business Process Analyst will be reporting into the Process and Systems Manager. You will be responsible for driving the continuous improvement of business processes within RMA. The primary purpose of this role is to evaluate and enhance the efficiency and effectiveness of business processes, which includes identifying opportunities for improvement, implement solutions, designing streamlined and efficient processes that are aligned with the company’s strategic objectives and regulatory requirements, ensuring processes are scalable and capable of delivering high-quality service to customers. Using various methodologies, including Lean Six Sigma, and Business Process Management (BPM) to drive continuous improvement, the Business Process Analyst is therefore accountable for analyzing, designing, and optimizing business processes to enhance operational efficiency, reduce costs, and improve customer experience. This role is pivotal in fostering a culture of operational excellence and innovation, ensuring the company remains competitive in a dynamic market.

WHAT WILL YOU DO?

• Business process Analysis and improvement
• Analyse Processes:
• Conduct detailed analysis of current business processes using data-driven methodologies.
• Identify inefficiencies, bottlenecks, and areas of high cost or risk.
• Develop process maps and models to visualize and understand end-to-end workflows.
• Interact with product and business owners to conduct business process needs analysis to understand As-Is process requirements, inputs, handoffs, and outputs of the processes. Analyze the As-Is processes and create proposed To-Be processes using RMA’s approved mapping standards (BPMN)
• Facilitate process design workshops with participants/stakeholders from processing areas and process owners.
• Recommend and implement process improvement strategies, leveraging best practices and industry standards.
• Conduct Comprehensive Process Assessments:
• Perform detailed assessments of existing processes across various departments to identify inefficiencies, bottlenecks, and redundant activities
• Utilize process mapping techniques to visualize current workflows and pinpoint areas for improvement
• Conduct work measurement: Follow the process through GEMBA and provide gap analysis
• Where applicable, conduct Value Stream mapping study to follow the process end to end and measure value adding and non-value adding activities to create future state
• Conduct time and motion studies to set standard for operations and also be used for Service Level Agreement measure.
• Develop Process Improvement Strategies:
• Formulate strategies to streamline processes, reduce costs, enhance quality, and improve customer satisfaction
• Apply Lean, Six Sigma, and other process improvement methodologies to develop actionable plans.
• Implement Process Changes:
• Interact with Business and Quality Assurance to ensure that new process amendment have incorporated all quality control points and to ensure that all regulatory, compliance and operational risk control elements are incorporated and highlighted
• Lead the implementation of approved process changes, ensuring minimal disruption to operations.
• Documentation and Standardization
• Create and maintain comprehensive documentation for all business processes, including workflows, procedures, and policies
• Standardize processes across the organization to ensure consistency, compliance, and quality
• Ensure that all process documentation is up-to-date and easily accessible to relevant stakeholders
• Develop and maintain operational Manuals, Standard Operating Procedures and Technical Instructions and supporting material including including Work instruction and reference guides, in line with operational requirements, according to RMA Group process standards, tools and supporting methodologies in support of business unit service offering
• Act as Subject Matter Expert on the content of the manuals, processes and procedures by providing information to business units to clarify requirements
• Check and ensure alignment of procedure documentation, work instructions and quick reference guides and other supporting material to policies, processes and procedures for consistency in the messaging
• With input from and alignment with business owners, produce circulars to ensure effective communication of policies, process or procedure changes and ensure that circulars are published before changes become effective
• Continually identify gaps in the documentation available for each part of the business area’s service offering and create action plans with business owners to address the gaps
• With input from and alignment with business owners, produce circulars to ensure effective communication of policies, process or procedure changes and ensure that circulars are published before changes become effective
• Continually identify gaps in the documentation available for each part of the business area’s service offering and create action plans with business owners to address the gaps
• Act as the point of contact for procedure and operating instructions for all and escalated matters to update supporting documentation based on gaps identified by issues raised.
• Performance Monitoring and Reporting
• Establish key performance indicators (KPIs) and metrics to measure the effectiveness of processes
• Monitor process performance and conduct regular audits to ensure compliance and efficiency
• Generate reports and dashboards to provide insights and recommendations to senior management
• Perform business impact analysis in liaison with line managers on any change that is imposed on current operational environment
• Liaise with appropriate stakeholders to identify, assess, and document business process requirements
• Identify options for potential solutions and assess them for both technical and business suitability
• Recommend solutions that enable the organization to achieve its goals through the interpretation of technology, business processes and opportunities in the context of the technical and business requirements.
• Technology Integration
• Assess and recommend technology solutions to automate and enhance business processes
• Collaborate with IT teams to design and implement technology-driven process improvements
• Ensure seamless integration of new technologies with existing systems and processes.
• Project Management
• Initiate and Plan Projects:
• Define project scopes, objectives, and deliverables in alignment with organizational goals
• Develop detailed project plans, including timelines, resource allocation, and risk management strategies.
• Execute and Monitor Projects:
• Coordinate with cross-functional teams to execute project tasks efficiently
• Provide project process support during the design and implementation of transformational process change by managing impact to interfaced processes and business operations
• Assist in the implementation of enhancements and improvement initiatives, ensuring inputs are provided to changes and reflected on process designs and all relevant supporting documentation (SOPs etc.)
• Provide guidance in terms of process standards, tools and methodology to external stakeholders or consultants during projects and initiatives where process mapping will be conducted
• Support project teams to perform change impact analysis, mapping of process designs, monitoring progress against project plans
• Track project progress against plans, adjusting as necessary to stay on track.
• Close and Review Projects:
• Conduct post-implementation reviews to assess the success of process improvement initiatives
• Document lessons learned and best practices for future projects.
• Training and Process Change Management
• Manage Process Changes:
• Develop training materials and programs to educate employees on new processes improvement methodologies and technologies
• Lead change management initiatives to ensure smooth transition and adoption of process changes
• Provide ongoing support and coaching to teams to sustain improvements and foster a culture of continuous improvement
• Identify and mitigate risks associated with business processes
• Ensure that processes comply with regulatory requirements and industry standards
• Conduct regular reviews and updates of processes to maintain compliance and address emerging risks.  
• Develop Change Management Plans:
• Create comprehensive change management plans to facilitate smooth transitions during process improvement initiatives
• Communicate change impacts effectively to all affected parties and provide necessary support.
• Monitor Change Adoption:
• Track and measure the adoption of new processes and practices
• Address resistance to change and provide additional training or support as needed.
• Continuous Improvement:
• Promote a Culture of Continuous Improvement:
• Advocate for continuous improvement principles and practices within the organization
• Encourage employees to identify and suggest process improvement opportunities.
• Stay Informed on Industry Trends:
• Keep up to date with the latest developments in process improvement, quality management, and operational excellence
• Attend conferences, workshops, and training sessions to expand knowledge and skills.
• Implement Innovative Solutions:
• Explore and implement new technologies and methodologies to drive process improvements
• Collaborate with IT and other departments to integrate new tools and systems that enhance operational efficiency and customer experience.
• Identify Customer Pain Points:
• Analyze customer feedback and data to identify pain points and areas for improvement
• Develop and implement strategies to enhance the overall customer experience.
• Monitor Customer Satisfaction:
• Track and analyse customer satisfaction metrics to measure the impact of process improvements.
• Implement corrective actions to address any declines in customer satisfaction.
• Data Analysis and Reporting
• Collect and Analyze Data:
• Gather data on process performance using various data collection methods, including surveys, interviews, and system reports
• Perform quantitative and qualitative analysis to identify trends, patterns, and root causes of operational inefficiencies.
• Develop Metrics and KPIs:
• Establish key performance indicators (KPIs) to measure the effectiveness of process improvements
• Create and maintain dashboards and reports to track and communicate process metrics.
• Present Findings and Recommendations:
• Prepare and deliver presentations to senior management, highlighting key findings and actionable recommendations
• Use data visualizations to clearly communicate complex information
• Use appropriate templates and channels to report on progress on a weekly and monthly basis, in line with the Quality Management Governance and reporting structures in place
• Adhere to reporting deadlines and ensure accuracy and quality.

WHAT WILL YOU GET IN RETURN?

• We offer great opportunities for personal and professional development in a stable company that is 130 years strong. The role comes with a competitive salary package and various benefits. Furthermore, you will be part of a dedicated group of colleagues who value teamwork and collaboration.

Requirements
WHAT YOU’LL BRING TO THE TABLE?

• Bachelor’s Degree (NQF Level 7) in a relevant field such as Business Administration, Management, Industrial Engineering, Operations Management, or a related discipline
• A Master’s degree in a relevant field is highly desirable and can be an added advantage
• Advanced degrees or certifications in process improvement and Business Analysis will be advantageous
• Certification in Lean Six Sigma (Green Belt required, Black Belt preferred) or equivalent process improvement methodologies
• Project Management Professional (PMP) or similar project management certification is advantageous
• Certification or demonstrated experience with BPM tools and methodologies is a plus
• Proven experience in business process analysis and process improvement within the insurance industry or a related field
• Minimum of 5 – 7 years relevant work experience in Business Process Management; Process Modelling, Process Analysis and Improvement, or a related role
• Minimum 5 years hands-on Working knowledge of process improvement methodologies and techniques such as Lean Six Sigma, DMAIC, Kaizen, Gemba, TQM, ISO 9001 Quality Management System and related
• Significant experience in leading and managing process improvement projects
• Hands-on experience in project management and process change management.
• Knowledge of Business Process Management, Value Stream Mapping (VSM) and Time and Motion Studies
• Documentation of processes using Business Process Model Notation (BPMN)
• Familiarity and competency with process mapping, data analytics and visualization tools such as Microsoft suite, MS Visio, MiniTab, PowerBI and ARIS
• Experience in implementation of improvement initiatives across Business units and benefit realization tracking
• Added advantage – Business Architecture, TOGAF, Process Automation, or any other modelling tool
• Familiarity with BPM modeling tools such as MS Visio, ARIS and similar software
• Proficiency in process modeling standards such as BPMN and Process Classification Frameworks
• Advanced skills in Microsoft Excel, including the use of formulas, pivot tables, and data visualization techniques
• Proficiency in data analysis and reporting tools such as SQL, Power BI, Tableau, or similar software
• Proficiency in project management software such as Microsoft Project, Asana, Trello, or similar tools
• Experience with statistical software such as Minitab and SPSS for data analysis and process improvement
• Familiarity with change management frameworks and tools such as ADKAR, Prosci, or similar methodologies
• Familiarity with robotic process automation (RPA) principles and proven application experience
• Experience with CRM systems such as Salesforce, Microsoft Dynamics, or similar platforms
• Ability to create detailed process maps, flowcharts, and diagrams to visualize workflows; with supporting Standard Operating Procedures (SOP)
• Expertise in documenting current state (As-Is) and future state (To-Be) processes.
•  Strong analytical skills to interpret data, extract meaningful insights, with the ability to interpret complex data and make data-driven decisions
• Ability to develop and maintain dashboards and reports to track key performance indicators (KPIs) and metrics
• Understanding of BPM principles and methodologies and application
• Ability to design, analyse, and optimize business processes to improve efficiency and effectiveness
• Proficiency in applying Lean Six Sigma tools and techniques for process improvement.
• Experience in leading and executing Lean Six Sigma projects
• Strong project management skills, including project planning, execution, monitoring, and closure. Ability to manage multiple projects and deadlines
• Ability to manage multiple projects simultaneously and deliver results within deadlines.
• Ability to perform statistical analysis to identify trends, patterns, and root causes of process inefficiencies
• Proficiency in using statistical methods for hypothesis testing and process optimization
•  Strong understanding of change management principles and practices
• Ability to develop and execute change management plans to ensure successful adoption of process improvements
• Ability to identify opportunities for automation and implement RPA solutions to streamline processes
• Understanding of the impact of automation on business processes and workforce dynamics
• Ability to analyse and optimize customer-facing processes within a CRM environment
• Understanding of CRM data and its role in enhancing customer experience and operational efficiency
• Experience in the insurance industry or a related field is highly desirable, though not strictly necessary.