Senior Business Process Analyst (Southern Suburbs (Cape)) at HomeChoice Holdings Limited

Description

Purpose of the role:

• To lead the design, delivery, and continuous improvement of enterprise-level business processes across FinChoice.
• This includes influencing strategy, owning cross-functional process initiatives, and delivering solutions that balance customer experience, commercial efficiency, and operational sustainability.
• This role has strategic impact across all customer-facing and operational areas.
• It acts as a key driver of transformation, working with executive stakeholders, product owners, IT, and front-line teams to optimise and future-proof the way we work.

Key Performance Areas (KPAS)

Strategic process leadership

• Own end-to-end design (alongside the other process analysts) of high-impact processes across departments and regions.
• Facilitate cross-functional workshops to align teams on pain points, needs, and improvement opportunities.
• Translate business strategy into scalable process frameworks
• Own specific workstreams within FinChoice’s transformation initiatives.

Customer experience (CX)

• Champion CX thinking in operational flows.
• Designing scalable, intuitive journeys across channels minimising customer friction points.
• Developing processes to improve CX in line with company objectives.
• Design reports to measure the impact of process enhancements on customer and consultant experience.
• Partner with CX, Training, and Product teams to embed customer-centric thinking into operational design.
• Propose changes to improve experience and consultant enablement.

Operational transformation delivery

• Collaborate with data, QA, and IT to ensure technical and human components of processes are aligned.
• Collaborate with Operational leadership ensuring concerns and operational challenges are being addressed.
• Engaging with consultants when designing new processes for the Ops area.
• Identify interdependencies between systems, people, and workflows to ensure holistic solutions.

Governance and change management

• Create or refine SOPs, playbooks, and reference materials for new or updated processes.
• Monitor risk and compliance implications of process changes.
• Lead post-implementation reviews to ensure long-term stability and performance.
• Partner with QA and Ops teams to embed process accountability into daily operations.

Stakeholder Influence & Cross-Team Collaboration

• Build trusted relationships with senior stakeholders across Operations, IT, Legal, Risk, and Product.
• Translate complex problems into compelling insights and actionable solutions.
• Align regional teams (SA and Mauritius) to common operating models and standards.
• Facilitate solution design sessions and influence through clarity, not authority.

Team & Capability Uplift

• Mentor process analysts, including informal coaching and formal capability-building initiatives.
• Lead documentation consistency and process modelling standardization across teams.
• Share best practices through process forums, training sessions, and Ops knowledge platforms.
• Act as SME for BPM tools and methodology within FinChoice.

Requirements

Qualifications & Accreditations

• Business process modelling accreditation
• Agile and/or project management certification
• NQF Level 4

Experience & Skills

• 6+ years in operations or business process roles, with at least 1 year at a senior level
• Proven success leading cross-functional change initiatives
• Advanced process modelling and documentation skills
• Strong stakeholder management across senior levels
• Demonstrated ability to connect customer experience with operational performance
• Solid understanding of business systems and cross-channel operations
• Proven success leading cross-functional change initiatives