Job Summary:
Drive end-to-end process improvements and business automation by analyzing workflows, mapping requirements to technical teams, and ensuring seamless implementation. Act as a bridge between business and technical teams, supporting users, addressing questions, and optimizing operations for efficiency and accuracy.
Job Responsibilities:
1. Process Discovery & Design:
- Analyze existing business processes to identify bottlenecks, inefficiencies, and opportunities for optimization, driving measurable improvements.
- Facilitate workshops and meetings to map processes end-to-end and identify areas for automation or simplification.
- Collaborate with cross-functional teams to design and implement process improvements and automation solutions that deliver tangible impact.
- Own and manage the process improvement backlog and work closely with the Channels Enablement Sr. Manager to shape the roadmap and drive execution.
2. Process Implementation & Delivery:
- Map processes to the technical team to ensure accurate understanding and effective implementation.
- Conduct testing from the process perspective to ensure automated solutions meet business requirements and improve efficiency.
- Follow up delivery timelines with internal teams to ensure initiatives are completed successfully and on time.
3. Process Enablement & Support:
- Provide training and onboarding for business users on new or updated automated processes to ensure smooth adoption.
- Work closely with business stakeholders to support them, answer questions, and guide inquiries to the right channels while keeping the focus on root-cause analysis and process improvement.
- Design for the most common scenarios (80/20) while considering corner cases and iterate quickly with feedback to ensure smooth operations.
4. Measurement & Continuous Improvement:
- Develop KPIs, dashboards, and reports to monitor process performance and business metrics, driving data-informed improvements.
- Document process changes, best practices, and standard operating procedures (SOPs) with a focus on outcomes and impact.
- Monitor the effect of implemented process improvements and suggest further enhancements to continuously optimize performance.
Knowledge, Skills & Experience:
- Bachelor’s degree in business administration, Computer science, Engineering, or related field.
- Minimum 5- 8 years of experience in process improvement, or business analytics roles.
- Strong knowledge of process mapping, Lean, Six Sigma, or other continuous improvement methodologies is a plus, with an emphasis on rapid experimentation, hypothesis-driven change, and learning agility.
- Advanced analytical skills with proficiency in Excel.
- Excellent problem-solving, communication, and stakeholder management skills.
- Detail-oriented with strong organizational skills.
- Exposure to CRM systems is preferred.
- Languages: Arabic & English fluently spoken and written.
- Key Competencies:
- Analytical Thinking
- Process Optimization
- Data-Driven Decision Making
- Project Management
- Collaboration & Communication
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