Engineer - Process Strategy and Innovation at MTN

JOB DESCRIPTION
Mission

• Develop, maintain the enterprise-wide Business Process Design and mature process maturity level, by assessing business processes for efficiency, effectiveness, and identification of opportunities for change to improve or achieve organizational goals.  And put in place process measurements for continuous improvement. This would be within the approved transformation and operational projects in terms of MTN’s strategic objectives, operating models and business plans. 

Key Performance Areas
Execution of the Process methodology and standards for Business Process Optimisation way of work:  

• Execute the MTN Way for Business Process Optimisation and Quality Assurance 
• Conduct process analysis on based on best practise and integrate findings into our way of work
• Contribute to establishing and maintaining departmental and functional business processes across the organisation

Conduct Business Process Optimisation/Reengineering

• Input into the maintenance of business process architecture governance in MTN SA 
• Contribute to developing and maintaining an integrated view of the enterprise by mapping the core functional business processes (from L3 to L5) aligned to the business process architecture 
• Elicit and understand the AS-IS business processes through JAD sessions, structured walkthroughs and observations
• Perform root cause analysis for process identified process issues  
• Align business processes with system functionality through system analysis 
• Critically evaluate information gathered from multiple sources, and distinguish requirements from the underlying true needs 
• Define and document process information which form part of the basis of business process design 
• Identify, propose adjustments, and analyse and refine business process solutions to optimise the business and align business process architecture with the operating model 
• Generate options for the known problem, evaluate possible methods to resolve the problem, and select the most appropriate solution in terms of enhanced effectiveness and efficiency, and reduced cost
• Define, document and update processes and procedures for continuous improvement
• Provide support in the form of consultation and coaching to improve business process design
• Perform process simulation to ensure feasibility of recommended processes
• Identify, document and analyse business rules that govern the implementation of TO-BE business processes 
• Assist in implementing improved/ recommended processes through process training 
• Review implemented business processes to measure improvements 

With the Business Analyst: 

• Determine and review business requirements impacting processes
• Compile requirements for system enhancements (wherever applicable) using relevant elicitation techniques
• Align to ISO 9001 Quality Standard
• Define and Operating Level Agreement (OLA’s) and Service level agreements (SLA)

Conduct Business Process Measurement 

• Measure AS-IS business processes by collecting and performing data analysis to ascertain process performance 
• Ensure process metrics for business processes are defined
• Define process controls for measurements 

Customer Journey Mapping
Give input into the definition of Customer journey mapping aligned to the Customer Experience strategy 

• Information Management and Reporting
• Maintain a central repository of business processes for MTN SA
• Ensure defined process metrics are reported against

Update relevant process repositories, libraries and catalogues

• Ensure traceability of requirements from business through to development and implementation
• Recommend how to implement suggested procedural improvements
• Give input into reporting on business process design/optimisation initiatives

Quality assurance

• Work consistently according to standard operating procedures
• Accurately assess the risks associated with each business process
• Identify processes and procedures where the quality of work may be improved
• Conduct quality assessments of TO-BE processes 
• Seek feedback from clients/ stakeholders and continuously seek ways of improving on quality and customer service standards
• Establish and maintain quality standards that will enhance the customer experience and cost efficiency
• Give input into reporting on quality assurance

Education

• Minimum 3-year degree/diploma in relevant discipline
• Minimum of 4 years work experience required
• Minimum Six Sigma (Green belt) required
• ITIL Service Management (advantageous)
• Fluent in English

Experience in the following will be considered a definite advantage;

• Principles of quality standards ISO9000, 9002, Six Sigma, CMMi, COBIT
• Principles of leading practice process and operational frameworks: e-TOM, SCOR, DCOR, CMAT
• Principles of Enterprise Architecture Frameworks: Zachman, TOGAF, NGOSS
• Process repository modelling tools e.g. ARIS, Casewise, Visio, Abacus

Skills and Training

• Business process architecture 
• Process analysis 
• Process automation and simulation
• Quality standards and management 
• Principles of leading practice process and operational frameworks 
• Principles of enterprise architecture frameworks 
• Technical design principles (e.g. SOA)
• Software development life cycle

Data analysis 

• Working on system development lifecycle projects/programmes using a Six Sigma/Lean methodology
• Experience in BABOK 
• Experience working in a medium sized organisation
• Experience in a telecommunications environment (advantageous)

Competencies

• Design thinking
• Analytical
• Collaborative
• Communication
• Resilience