Business Process Improvement Manager

Essential Duties and Responsibilities:

The Business Process Improvement Manager is responsible for analysing, improving, and optimising operational processes across all departments including PMO, Sales, Support, HR, Finance, Internal IT, and Compliance. This role ensures smooth cross-department workflow, increases operational efficiency, reduces bottlenecks, and drives organisation-wide standardisation aligned with ISO 9001 and internal SOPs.

Operational Management:

• Analyze current As-Is workflows across departments and identify gaps,
• Design To-be processes that improve efficiency, reduce friction, and enhance collaboration.
• Standardize SOPs, templates, handover checklist and approval flows.
• Drive adoption and compliance across all teams

Cross Department Coordination: 

• Lead inter-department workshops to resolve operational issues.
• Align processes between PMO, Sales, Finance, Support, HR, IT, etc.
• Own the end to end handover processes between cross department.

Quality Assurance and Compliance: 

• Ensure processes comply with ISO 9001 and internal governance.
• Support audits, documentation, version controls, and corrective action plans.
• Maintain operational documentation and internal wiki.

Operational Performance Monitoring:

• Build dashboards with KPIs across departments.
• Track SLAs, cycle time, bottlenecks, customer escalations.
• Recommend actions to improve performance metrics.

Automation & System Integration:

• Work with Internal IT to automate repetitive steps using Power Automate, JIRA, Salesforces, Microsoft 265, etc.
• Evaluate opportunities for AI or digital workflow enhancement.

Change Management & Training:

• Identify and mitigate operational risks to ensure business continuity and safety.
• Implement and enforce safety protocols to protect employees and minimize workplace hazards.
• Develop contingency plans and manage crisis situations effectively.

Education and/or Work Experience Requirements: 

• Bachelor's Degree in Computer Science/Information Technology or relevant field.
• 5+ years of experience in operations management, preferably in a similar IT industry.
• Strong leadership and people management skills, problem-solving and decision-making abilities
• Knowledgeable in Microsoft technologies and IT-related concepts.
• Proficiency in data analysis and operational performance metrics.
• Exceptional organizational and multitasking skills, effective communication and interpersonal skills
• Experience with project management and process improvement methodologies.
• Proficiency in using operations management software and tools is an advantage (e.g., Salesforce CRM, JIRA.
• Open to feedback, adaptable, and able to work in a fast-paced environment