Job Summary

• Provide business support in process evaluation, documentation, procedure writing and process mapping.
• Provide expertise for process improvement and implementation of strategic Business solution aimed at streamlining productivity and increasing customer satisfaction.

Key Accountabilities/Deliverables

Procedure Documentation and Process Mapping: Time Split – 70%

• Document Procedure Manuals and Design Process Maps that cover end to end customer journeys and ensure that they:
  • Have the required information captured and to the right level of details.
  • Adhere to Absa Group requirements and standards.
  • Are safely kept and guarded against any unauthorized alterations.

• Translate all business requirements contained in the BRD i.e. the Business Requirements Document into process flows that will aid the Technical & Project teams deliver business needs.
• Engage stakeholders at project level as determined by the Business & provide constant feedback in regard to Business Optimization project support role.
• Partner with Process Owners to drive Procedure Manuals management requirements e.g. periodic and post implementation reviews etc.
• Design and document process solutions to satisfy new / amended business requirements in liaison with Process Owner.

Solutions Development/Stakeholder Management: Time Split – 20%

• Cultivate a process improvement “mindset” and culture aimed at streamlining productivity, increased customer satisfaction, in order to drive Process Transformation.
• Conduct process reviews with Process Owners to evaluate its efficiency, effectiveness and give recommendations -Process rationalization.
• Ensure standardization of the implemented process solutions at Strategic Business Unit (SBU) level.
• Act as a business resource in pro-active process solutions, research and analysis, productivity improvement and process enhancement.
• Ensure process clarity in regard to Business goals, deliverables and timelines as agreed with the Process Owners.
• Perform comprehensive Post Implementation Reviews for processes on new projects to identify and eliminate waste/pain points.
• Constantly seek feedback from Business Owners and key stakeholders on the relevance and value of process deliverables.

Controls: Time Split – 10%

• Understand and manage risks and risk events (incidents) relevant to procedures and document lessons learnt.
• Support Process Owners to document procedures that are aligned to : Absa Internal Audit, Management Control Assurance and Risk and Control Self Assessment (RCSA)/Critical Process Assessment (CPA) Testing reports, complaints and queries MI recommendations

Role/person specification

Preferred Qualification

• Bachelor’s degree in a related field

Added advantage

• Process management certification
• Lean Six Sigma Certification

Preferred Experience

• Business process management and solution provision
• Business process re-engineering, analysis, modelling and procedure writing skills
• Interpersonal Communication and Facilitation Management skills
• Systems analysis, development and solution implementation
• Risk Management
• Controls Management

Knowledge and Skills

• Advanced knowledge of Absa Bank Kenya Policies, Products, Services and Procedures
• Basic knowledge on Bank’s lending criteria in the Business and Personal sectors
• Basic knowledge on Absa Information systems
• Basic knowledge of the Enterprise Risk Management Framework with regards to risk identification and pro-active risk solution provision

Behavioural Competencies

Communication

• Ability to effectively communicate process to stakeholders through written and verbal communication.

Collaboration

• Ability to work collaboratively with stakeholders

Problem Solving

• Ability to analyze complex business problems and identify creative solutions

Continuous Improvement

• Seeking out opportunities to improve processes and increase efficiency

Time Management

• Ability to prioritize tasks, manage time effectively, and meet deadlines.

Technical Competencies

Process mapping

• Ability to create visual representations of business processes using process mapping techniques and tools.

Procedure writing, process analysis

• Ability to use appropriate tools to document processes

Business Solutions

• Ability to supply solutions, improvement frameworks relating to Customer Process, Risk, Cost/Revenue and Functionality/Productivity

Education

• Further Education and Training Certificate (FETC): Physical, Mathematical, Computer and Life Sciences (Required