About the role
Management & Leadership • Key member of the Global BPM vertical, involved with ensuring global systems align with BPM standards and business needs
• Translate business requirements into system solutions and lead UAT activities
• Work with Global BPM, Global Process & optimisation Manager, COO and regional stakeholders.
• Act as the business owner for system alignment, ensuring that processes and technology evolve together.
• Manage the team of BPA Systems Analysts
• Coaching and supporting the Regional and Cluster BPM team members
Process Re-Engineering (Focus on how we add value for customers; eliminate waste and non-value adding activities. Balance productivity and control over profitability) • Define and maintain the global system governance model, including demand intake, prioritization, and delivery tracking.
• Lead system testing (UAT) and coordinate rollout activities to ensure stable implementations.
• Support automation and process improvement initiatives to simplify operations and reduce manual effort.
• Maintain documentation, SOPs, and knowledge materials related to process-system integration.
• Develop process performance dashboards.
• Provide insights and recommendations to executive leadership on optimization opportunities.
• Prepare organization for major change initiatives (e.g. iTopaz roll-out, Service Center offshoring)
• Coordinate testing, deployment readiness, and post-go-live handover
• Provide system guidance and support adoption
Quality & Standardization
(Establish and enforce standards that drive quality, eliminate rework, and enable the industrialization of our processes) • Establish a unified BPM-IT governance model for system development and enhancement requests.
• Lead iTopaz UAT and Go-Live readiness, ensuring seamless deployment and stable post-launch operations.
• Develop and implement a Global Process-System Alignment Guide to standardize how systems support operations.
• Standardised global processes fully supported by integrated technology.
• Deliver measurable automation or efficiency improvements that enhance data quality, turnaround time, and productivity.
• Work closely with Corp. IT, Products and Regions to define and maintain required standards
• Standardised global processes fully supported by integrated technology.
• Improve visibility and governance across all process-system activities