Manager Business Process Efficiency at Barclays Africa Group Limited

Job description

Lead, train, mentor & build an aligned team of Junior Process Engineers, Process Engineers, Senior Process Engineers and Business Analysts; and manage their performance against the set goals. Deliver significant end-to-end improvements to strategic and BAU initiatives using project management and performance improvement techniques (like Lean, Six Sigma) and methodologies while working across functional areas within Finance and departments in the wider organisation as appropriate. Manage change initiatives related to the implementation of new and re- engineered processes.

Lead cross-functional project team resources through strategic improvement initiatives resulting in business operational efficiency and improvement thereby supporting achievement of benefits realisation targets. Establish a sound basis, approach and methodology through which business efficiency improvement (BEI) can be driven.

Business Process Management Strategy

• Strategic business process management compilation and execution within Finance.
• Assist the organisation in identifying and quantifying opportunities and problems through the intelligent analysis of its processes, organisational design and strategy and prepare process designs to support proposals and projects for the relevant Business Units.
• Compilation and implementation of standardised business process improvement and re-engineering methodologies across Finance strategic initiatives.
• Managing multiple projects in respect of business and process optimisation and workforce scheduling.
• Developing and implementing a turnaround strategy.
• Act as SME and recommend areas for improvement in processes to reduce cycle times, improve productivity, create capacity and improve process reliability and end-user satisfaction.
• Engage and build relationships with business and process owners, with the aim of promoting process management service offerings.
• Act as the Subject Matter Expert on the content of the policies, procedures and processes.
• Build working relationships with senior management, project team and stakeholders and secure their support to achieve project goals.
• Drive standardisation of business processes according to defined blue prints to ensure that standardisation is working towards agreed standards.
• Consultation, interacting with and influencing of senior managers responsible for executing processes within Finance.

Process Optimisation and Design

• Manage process engineering resources with the aim of adding value to the business and achieving set targets.
• Undertake business process improvement initiatives aimed at improving efficiencies and effectiveness of operations, by liaising and advising managers.
• Conduct Business Performance Diagnostics through use of statistical tools to assess Process Maturity Levels.
• Identify the scope (core and sub–processes) and life cycle of business processes within area of responsibility taking into account the Absa standards.
• Ensure that processes and procedures as well as system designs are integrated into a single business solution.
• Apply scientific principles and business inputs to refine and re-engineer as-is business processes (as well as newly to-be refined processes) into best scenario to-be processes to enhance end-user experience and effectiveness.
• Provide input into the documentation, formalisation and validation of the to-be concept and design proposals.
• Facilitate and integrate process designs, improvements and maintenance amongst role-players.
• Effectively network, liaise, advise and communicate with all stakeholders.
• Conduct pro-active detection of process bottle-necks and high level operational value chains.
• Promote the generic functionality and end-to-end value chain ownership, breaking barriers associated with silo thinking and behaviours, within functional areas.
• Apply various applicable Industrial / Systems Engineering principles in process constraints and opportunity identifications, as well as solutioning.
• Define process performance criteria and requirements in terms of time, cost, resources (people, systems, financials) etc.
• Proactively participate in business efficiency improvement forums and play an active role in the change initiatives process, by assessing and recommending the feasibility of change requests received.
• Act as coach to business (line managers) and other process custodians regarding process re-engineering and improvement methodologies and principles.
• Interact and network with own management team and other process engineers (custodians) in order to ensure alignment and integration of operations.
• Facilitate and integrate process designs, improvements and maintenance amongst role-players and effectively network with all stakeholders.
• Lead and facilitate project meetings and workshops, engaging stakeholders, subject matter experts and attendees at all levels.
• Drive change through organisation of cross-functional teams.
• Drive benefits quantification and realization from projects.
• Mentor White, Yellow, Green and Black belts.
• Carry out operational re-engineering projects and process reviews as required by global, regional or in-country operations.
• Prepare business areas for processes for migration from a Change to a Run environment.
• Take ownership for the management and delivery of key aspects of overall operational designs.
• Represent Finance Change Business Efficiency at various councils and forums with the aim of promoting Business Process Efficiency (BPE) service offerings and capabilities while leveraging offerings available in the wider organisation.
• Develop Business Process Efficiency Staff Performance Development (PD) and Career Development Plans.

Business Analysis

• Perform business impact analysis in conjunction with line managers on any change that is imposed on the current operational environment.
• Measure and baseline all current main value chains' performance and comparison of the To–Be process performance.
• Provide and identify opportunities for optimisation improvements of operational cost base where process methodologies can be applied.
• Apply basic and advanced methodologies to identify enhancement opportunities.
• Liaise with line managers on changes that imposed on current operational environments as a result of strategic initiative impact.
• Identify process improvement opportunities in the business regarding Quality, Cost & Efficiency.
• Accept responsibility for the on-time collection and analysis of all metrics related to projects and the production of agreed format reports for the monthly business reviews.
• Coordinate and facilitate analysis, assessment and design workshops and initiatives to identify improvement opportunities.
• Apply statistical analysis to diagnose process improvement opportunities.
• Facilitate and conduct Joint Application Design (JAD) sessions with cross functional role players to design, develop, and review processes.
• Benchmark and apply best industry practices and technologies.

Project/Program Management

• Manage and coordinate (assist in) implementation efforts of enhancements and change initiatives. Ensure inputs provided to changes are reflected on appropriate Absa supporting and training documentation.
• Ensure all projects and change initiatives impacting a single area are well co-ordinated and impact is controlled and minimal.
• Deliver project objectives to achieve desired quality and impact, within time period planned and within approved budget.
• Ensure adherence to project tollgates/gateway reviews.
• Accept responsibility for project stakeholder communication and management before and during the implementation.
• Provide Project Management capability to setup, manage and control projects throughout their lifecycle.
• Execute medium/ high impact performance improvement projects within agreed time frames across Barclays Africa.
• Ensure smooth transition to re-designed processes.
• Identify and manage work stream interdependencies, risks and issues affecting successful delivery of the project/ programme.
• Accept responsibility for project stakeholder communication and management before and during the implementation.
• Understand and apply the principles of change management to ensure projects are technically sound and that the acceptance of change is optimised.
• Ensure, with country and regional business unit teams, that implementation projects are planned and resourced accordingly.
• Set up processes to monitor and manage changed processes and maintain their sustainability.

Business Alignment & SME inputs

• Maintain interaction with business analysts, change agents as well as project managers to create synergies before / during / after process re-engineering and implementation.
• Interact and attend meetings and workshops to ensure that the major change and small enhancement initiatives impacts are pro-actively identified so that implementation can be coordinated.
• Provide Process Engineering SME inputs at various councils and forums.
• Ensure that promises to business are met and delivered, and highlight constraints for implementation time periods.
• Identify impact of process changes on Job Descriptions of staff that executes work within the process.
• Test policy and procedural manuals, job aids, quick reference guides and training material to confirm logic and ensure that all material supports the changes.
• Provide input to training of users on development, improvements and enhancements to business processes.
• Act as change leaders to identify bottom line and economic profit enhancement opportunities, where it relates to cost efficiencies or income enhancements.
• Hold accountability for implementation and execution of re-engineered processes to BAU and follow through into post implementation measures of success.
• Ensure adherence to and compliance with governance, risk policies, procedures and compliance policies.
• Provide subject matter expertise on key aspects of managing operations such as processes, people, systems, risk and controls, MI, customer experience, costs etc.
• Ensure adherence to all specific local governance and external regulatory standards through robust operations processes.

People Management

• Oversee the activities of a team to ensure effective delivery of process design/engineering.
• Managing adherence to methodology procedures and standards.
• Develop a high performing team by embedding formal performance development and informal coaching.
• Encourage frequent knowledge sharing between team members.
• Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
• Establish and maintain a succession plan for the team.
• Interview and recruit new members of the team, including determining appropriate compensation levels with input from Human Resources.
• Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met. Plans should be revised at least twice a year.
• Review and update the department’s organisation structure and role description on an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member.
• Motivate to and obtain approval from the manger for any additional headcount for the team.
• Approve leave requests for team members and create leave plan to ensure adequate coverage.
• When required, initiate disciplinary processes for team members calling on support from Human Resources when required.
• Resolve grievances rose by team members and escalate only if required.
• Address poor performance of any team member through the formal Performance programme and ensure that continued poor performance is appropriately dealt with.
• Motivate team members and ensure that their efforts are recognised.
• Participate in the creation and implementation of Employee Opinion Survey (EOS) actions for the team.
• Ensure the team understands the links between their daily activities and the objectives of the department within the wider organization.
• Ensure progress against objectives is regularly communicated and that the team feels involved in the wider activities of the department.
• Measure performance of the team against SLAs and KPIs.
• Ensure effective allocation and utilization of resources across the team in order to maximize effectiveness.
• Engage, motivate and coach the team towards achieving goals.
• Assist in identifying the developmental needs of the team & encourage taking suitable training programs to enhance capabilities and skills.
• Communicate strategic developments within the business area.
• Groom and mentor the team to handle wider span & higher responsibilities.
• Build effective communication channels to ensure open communication and address issues/ concerns raised by the team.
• Pursue teams' development to increase process improvement skills and personal effectiveness, acknowledging strengths and areas for improvement.
• Share best practices both within and between team members across the business.
• Act as back up to the Head: Finance PMO at team level forums, project management/ steering committees and other key meetings with senior stakeholders.

Controls and Compliance

• Ensure adherence to and compliance with governance, risk policies, procedures and compliance policies.
• Ensure all audit and control issues are closed timeously.

Essential

Education and Experience Required

• Post Graduate or Graduate Engineering Degree from top tier institutions required: BTech / B Eng / Bsc Industrial engineering preferable (or Mechanical, Electrical or Chemical will also be advantageous).
• Lean or six-sigma qualifications (Black Belt or Master Black Belt) Certification
• Project management qualification (PMP) Certification.
• Management of staff.
• Scientific methodologies associated with efficiency improvements, i.e. queuing theories, Process Modelling, Business Process Re-Engineering and Lean methodologies.
• Lean or six-sigma project/program deployment experience (Black or Master Black Belt).
• Proficient in MS Office (Word, Excel, PowerPoint and Outlook) and MS Visio.
• 6-10 years of experience in operations strategy within financial institutions, consulting or technology companies or programme/ change management roles in other industries.
• Prior experience in leading operations re-engineering, process analysis and high quality process documentation in a bank or in a high quality operations re-engineering unit.
• Prior experience in delivering large scale process re-engineering or change management projects.
• Project / Program management.

Preferred

• NQF Level 7: Honours/Master’s Degree (MBA from top tier institutions).
• Previous management exposure.
• Lean or six-sigma qualifications.
• Business Analysis Certification.
• Certified Process Practitioner (CPP) Advanced Master® & Champion®.
• Certified Project Manager Practitioner®.
• Program Management.
• Process Architect (TOGAF 9).
• Business Process Re-Engineering.
• Problem Solving.
• Business Analysis.
• Casewise, Aris, I-Server (Visio process mapping).

Knowledge & Skills

• Knowledge of process improvement methodologies like LEAN, Six Sigma, Process Re-Engineering and Hopper etc.
• People management: Lead, mentor and coach Process Engineers and Business Analysts.
• Consult on best process practice to senior management.
• Project and programme management: timelines, scope, resources and delivery.
• Strong analytical skills and problem solving approach.
• Change leadership.
• Planning and organising.
• Stakeholder management.
• Result oriented.

Competencies

• Persuading and Influencing.
• Entrepreneurial and commercial thinking.
• Leading and influencing.
• Creating and Innovating.
• Adapting and responding to change.
• Deciding and initiating action.
• Relating and networking.
• Learning and researching.
• Formulating strategies and concepts.