Business and Process Improvement Analyst  

The Business & Process Improvement Analyst will demonstrate strong engagement and analytical skills to drive the modelling, analysis and design of our client’s core legal and support business processes. This role will be dedicated to putting in place process maps, end-user improvements, requirements and CX journey maps together for specific groups of customer interactions.

Key Areas of Expertise

• Gather information and analyse requirements to validate processes, systems and solution requirements;
• Assess the impact of changes on people, processes, technology and geographical profiles;
• Facilitate requirements definition workshops with key business stakeholders;
• Identify and analyse core business processes and workflows in the light of the client’s Business Process Framework;
• Prioritise and manage requests from the business to provide maximum business value;
• Work closely with the Senior Business Process Manager in Australia and development team in Manila to translate business requirements into functional and technical specification;
• Elicit and document legal and business processes in accordance with the client’s business process framework and mapping method and style;
• Develop detailed process maps in a centralised BPM repository;
• Creates short term “interim” plans to solve issues
• Ensure effective handover of requirements to the development team
• Awareness of the global Business Analysis Body of Knowledge (BABOK) standards
• Define “end-state” customer journeys / business processes
• Make customer journey maps / combined CJ and process maps to an excellent standard

Responsibilities

• Determine operational objectives by studying business functions; gathering information; evaluating output requirements and formats
• Identify and participate in the continuous education of users (through classroom training, communication, FAQs, whichever is deemed appropriate), as well as participate in team sharing sessions and identified trainings
• Defines project requirements by identifying project milestones, phases, and elements, forming project team; establishing project budget as required
• Task analysis and evaluating surveys and workshop results; training staff in how to use the new systems
• Document any identified required changes, and communicate them to the relevant stakeholders
• Improve systems by studying current practices and designing modifications
• Recommends controls by identifying problems and writing improved procedures
• Maintains user confidence and protects operations by keeping information confidential
• Prepare reports by collecting, analysing, and summarizing information and trends
• Heavy coordination and alignment in the use of analysis methods and will require cross-analysis with content captured in Australia
• Follow the used BPMN business process mapping method and style
• Adhere to the enterprise Business Process Architecture

• Bachelor's degree preferably in Business Administration/Management/Commerce coupled with Information Systems/Technology or Computer Engineering
• At least 3-5 years of experience as a Business Process Analyst on Business Transformation or Process Re-engineering initiatives
• Extensive Process mapping or customer journey mapping experience
• With process improvement certification, relevant qualification or enhanced training completed
• With Six Sigma GREEN belt is preferred.
• Familiar with Customer Experience journey and CX thinking, can work with a customer journey map
• Exceptional business analysis skills, including requirement gathering and analysis, business value management prioritisation, documentation, solution definition, team coordination, problem resolution and reporting; knowledge of BABOK standards is an advantage
• Strong analytical skills with a demonstrated ability to analyse business processes and map workflows;
• Strong business engagement skills and experience working with all levels of stakeholders
• Excellent English communication skills, both verbal and written are highly required
• With great personality; able to engage and communicate with different types of people by listening, discussing, understanding, and analyzing current requirements
• IT Savvy, understands how modern CRM systems work; Can write high level requirements for IT
• Solid negotiating skills; must be able to push back if needed and is able to communicate and express oneself maturely
• Experience in recording process metrics (workflows and business rules) with proven ability to create accurate, structured documentation and design written documents
• Ability to structure requirements and other information to accurately reflect the business processes and is able to design solutions that is easy to use and is focused on the priorities of the organisation
• Must possess strong problem solving and decision making skills
• Ability to confidently facilitate group sessions and workshops
• Fast learner, highly organised with exceptional attention to details
• Energetic and self-motivated
• Experience in working on major business transformation or ERP implementation projects preferable