Continuous Improvement Process & SLA Management Specialist at ATNS

Job description

Major Activities

Implement continuously improved Business Processes -

•  Implement, design, develop and model our Business Process continuous improvement process to the Plan-Do-Check-Act Principle (PDCA)quality Kazen methodology that is also aligned to ISO 9001:2015 . 
• Support the Head of BP & Continuous Improvement in developing, implementing, and managing the Business Services strategy aligned to the vision and culture of the organisation and business strategy of ATNS.
•  Implement continuous improvements by analysing and evaluating existing business processes.
• To determine and outline areas of business process improvement opportunities and automation to address bottlenecks and suboptimal processes.
• Conduct workshops with business units to identify process improvements.
• Assist the Head to recommend and advise the business about the identified process improvements or changes.  Develop action plans and implement process improvements.
• Monitor implementation of the approved business process improvements.
• Manage and oversee all aspects of implementing approved business process improvements, including project scopes and schedules.
• Monitor and measure the benefits of change implementation. 
• Collaboration with Process owners to effectively implement and comply with defined processes.
• Manage the documentation of current operations, recommend improvements, and evaluate the efficiency of changes made to business processes. 
• Define and implement the change process from request to approval and publishing. Identify risks and issues in business processes and systems. Implement Business Process governance. 
• Assist with Performing ongoing analyses on business processes related to productivity, quality, costs, and time management.
•  Assist the Head in converting key business metrics into the business process and reporting against agreed BP metrics weekly, monthly or ad-hoc as required. 
• Perform root cause analysis, resolve business process problems, and report accordingly through the BP team.

Facilitate workshops to solicit requirements and verify business processes. 

Train employees of the business process system and integration into departmental working plans and instructions. Submit  BP written reports to the Head of BPCI.   

Assist the Head of BPCI in monitoring and measuring the benefits of post-process implementation to ensure product quality and efficiency through audits.

SLA Development -

• Assist the head with the Management of interdepartmental SLA.  
• Facilitate the development of interdepartmental SLAs with Business units. 
• Assist the Head to monitor performance as per the set targets.          
• Assist the Head and HC with a period review of the performance against the set obligations.

BPM Maturity Level -

•  Assist the Head with coordinating the improvement of the BP Maturity level.    
• Collaborate with the eternal provider to assess the Maturity level. Assist the Head with the implementation of the defined recommendation to the next maturity level.

Client -

• Maintain strong relationships with Process Owners.
• Evaluate alignment to defined processes by departments.
•  Liaise with other departments, customers, and supplier service providers.
•  Collaborate and work closely with business resources.
•  Define Business Processes with the business units. 
• Supervise clients to deliver and maintain business processes. 
• Engage with personnel at all levels, internally about Business process matters.

Governance -

• Participate in the Business Services action Governance process.  
• Support the Head of BP&CI to develop business process policies, standards, and methodology. Assist in Process Management Governance.  
• To apply proper controls using defined BPM standards and methodology

Minimum requirement

Minimum Qualifications

• NQF Level 7 Qualification in IT, Project and Programme management, Business Management or a related field.
• Business Process, Quality Management, and Six Sigma Certification would be an advantage.

Minimum Experience

•  Minimum required experience of 4-7 years in the business process environment