Business Process Senior Specialist

Key responsibilities: Process Analysis, Modelling & Design: - Analyze end-to-end business processes and workflows to identify inefficiencies, control gaps, bottlenecks and improvement opportunities. - Lead process discovery and documentation sessions with business stakeholders and subject matter experts. - Design and document optimized As-Is and To-Be processes in accordance with established BPM standards and methodologies. - Develop and maintain process models using BPMN 2.0 standards. - Utilize ARIS or equivalent BPM/process modelling platforms for process modelling, documentation, analysis and maintenance of the organizational process repository. - Ensure process models, procedures and related documentation are accurate, standardized, properly governed and kept up to date. Process Improvement & Operational Excellence: - Identify, assess and recommend process improvement opportunities based on business impact, efficiency, customer experience, risk and operational performance. - Apply appropriate continuous improvement methodologies and techniques, including Lean and Six Sigma, where applicable. - Support the development and implementation of process improvement initiatives and monitor realization of expected benefits. - Analyze root causes of operational issues and recommend sustainable process improvements. Business Change & Change Request Evaluation: - Perform initial business assessment of process and system Change Requests to ensure requirements, business justification, expected benefits, process impact and dependencies are clearly identified. - Coordinate with business, IT and other relevant stakeholders to support feasibility assessment, prioritization and implementation. - Assess the impact of proposed changes on existing processes, controls, procedures and related systems. - Support UAT, implementation readiness and post-implementation review from a business process perspective. Stakeholder Management & Facilitation: - Facilitate workshops and process review sessions with business owners, department heads and cross-functional stakeholders. - Challenge existing processes constructively and recommend practical improvement opportunities. - Coordinate cross-functional activities required to implement agreed process changes. - Communicate process changes, decisions and improvement recommendations clearly to relevant stakeholders. Process Governance & Performance Management: - Support the establishment and implementation of BPM governance standards, methodologies, templates and process documentation requirements. - Define and monitor relevant process KPIs, SLAs and performance measures in coordination with process owners. - Analyze process performance and recommend corrective or improvement actions where required. - Support process owners in maintaining approved SOPs, policies, procedures and process documentation. - Ensure appropriate process ownership, roles, responsibilities and controls are clearly defined Technology, Automation & Digital Enablement: - Identify processes and activities suitable for automation, digitalization and system enhancement. - Collaborate with IT, RPA and other technology teams to translate business process requirements into clear improvement and automation opportunities. - Support assessment of automation opportunities based on business value, process maturity, volume, complexity and feasibility. - Ensure technology solutions remain aligned with approved business processes and operational requirements. Compliance & Risk Management: - Ensure business processes incorporate applicable regulatory, compliance, risk and internal control requirements. - Identify process-related operational risks and control gaps and coordinate with relevant stakeholders on appropriate mitigation actions. - Ensure approved process changes are properly reflected in relevant process documentation and SOPs. - Knowledge Transfer & Continuous Improvement: - Promote BPM methodologies, process modelling standards and continuous improvement practices across the organization. - Provide guidance and support to business users on processes documentation and modelling requirements. - Stay updated on BPM, process intelligence, automation and operational excellence trends and leading practices. - Support junior team members, where applicable, in process analysis, modelling and documentation activities. Education: - Bachelor’s degree in MIS, CIS, Business Administration, Management, or related field. Experience: - Minimum 3-4 years’ experience with proven experience in business process management & process improvement. Personal Attributes / Skills: - Strong analytical and problem-solving skills. - Excellent communication and interpersonal skills. - Business knowledge of Insurance Operations & Support functions. - Hands-on experience in business process modelling and analysis tools; experience with ARIS is highly preferred. - Knowledge of process improvement methodologies (e.g., Six Sigma, Lean). Others: - Project management experience is a plus.

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