Business Process Manager

About the Role

We are seeking an experienced Business Process Manager to lead enterprise-wide business process optimisation, innovation, automation and transformation initiatives.

The successful candidate will serve as a subject matter expert in business process engineering, with responsibility for designing, improving and governing complex cross-functional processes. The role requires someone who can bridge business operations, technology, systems, data and change management to improve organisational performance and support strategic objectives.

Key Responsibilities

The Business Process Manager will be responsible for:

• Leading end-to-end business process analysis, mapping, optimisation and re-engineering initiatives.
• Identifying process bottlenecks, redundancies, inefficiencies and opportunities for automation.
• Developing and implementing process improvement strategies and enterprise-wide process governance frameworks.
• Translating business requirements into functional requirements, system specifications and user scenarios.
• Leading complex cross-functional process transformation initiatives involving multiple systems and stakeholder groups.
• Conducting business process audits and supporting ISO 9001 compliance and surveillance.
• Analysing business systems and defining system changes, integrations, testing and customisation requirements.
• Developing business cases for automation, system enhancements and technology investments.
• Leading diagnostic analysis to determine appropriate automation, integration and technology enhancement strategies.

Change Management & Digital Transformation

The successful candidate will also:

• Develop and maintain business process change management frameworks.
• Facilitate workshops to drive adoption of new and improved business processes.
• Develop training materials and conduct end-user training.
• Partner with departmental leaders to ensure successful implementation and adoption of process changes.
• Champion a culture of continuous improvement and digital innovation.
• Lead complex behavioural, operational and technology-driven change initiatives.
• Provide specialist change-management guidance to senior leadership and project teams.

Customer Experience & Systems Optimisation

You will use customer intelligence, CRM data, operational insights and digital technologies to identify opportunities to improve customer-facing processes and overall service delivery.

The role also involves optimising the utilisation of organisational systems, coordinating system training, supporting system enhancements and providing expert input into technology and IT architecture decisions.

Project Management

You will lead complex, cross-functional business process and systems transformation projects, ensuring that projects are appropriately governed and delivered in line with organisational strategy, agreed scope, budgets and professional standards.

Minimum Requirements

Candidates should have:

• Bachelor's Degree/Diploma in Computer Science
• Business Analysis Certificate
• Business Process Management (BPM) Certificate
• Change Management Certificate
• Minimum 5 years' experience across:
  • Business Analysis
  • Business Process Design and Management
  • IT Project Management and implementation
  • Systems Development Life Cycle (SDLC)
  • Change Management
  • Data Analytics
• Proven experience with business process improvement methodologies such as Lean or Six Sigma.
• Strong understanding of end-to-end business processes and operational improvement.
• Demonstrated experience leading or contributing to process optimisation initiatives using data-driven decision-making.
• Experience working on complex, cross-functional optimisation initiatives.

Highly Advantageous

The following certifications and experience will be advantageous:

• Lean Six Sigma Green Belt or Black Belt
• PMP or PRINCE2
• RPA certification – e.g. UiPath or Blue Prism
• Agile/Scrum certification
• 5–8 years' relevant experience
• Expert-level certification in process engineering, enterprise architecture or advanced change management.

Key Technical Competencies

We are particularly interested in candidates with strong capability in Business Process Management, business optimisation and innovation, customer experience management, data analytics, project management, enterprise process engineering and cross-functional integration. Candidates should also demonstrate strong analytical and interpretation skills and the ability to lead complex multidisciplinary optimisation initiatives.

Key Behavioural Competencies

You should demonstrate:

• Excellent communication and stakeholder engagement
• Strong management and influencing skills
• Persuasion and negotiation ability
• Persistence and perseverance
• Ability to operate effectively under pressure
• Strong analytical and problem-solving capability
• Ability to engage confidently with senior stakeholders and multidisciplinary teams

Working Environment

The position is based in Pretoria and operates within a hybrid working environment.