Manager, Corporate Functions Process Excellence (856)

Job Purpose

Coordinate and manage the Corporate Functions Process Excellence within the Corporate Excellence division to support effective process governance and facilitate continuous improvement. Responsibilities include assisting in defining and updating policies and processes, handling change requests, and maintaining current documentation. Monitor service performance, help identify improvement actions, and support continuous improvement initiatives. In addition, identify needs for new or revised services, contribute to the service catalogue updates, and assess implications on manpower planning. Support customer onboarding for the Corporate Process Owner role, ensuring alignment with organizational goals.

Policy and Process Definition

• Assist in defining and revising corporate policies and processes to align with evolving organizational needs.
• Maintain and update documentation such as process maps and operating manuals in coordination with the team.
  
  

Process Governance

• Manage change requests and variations through established governance procedures.
• Ensure process documentation stays current and faithfully reflects actual operations.
  
  

Service Performance Monitoring

• Monitor service delivery metrics, identify gaps, and propose improvement actions to enhance quality.
  
  

Continuous Improvement

• Lead or support continuous improvement initiatives aimed at process, automation, or technology enhancements.
• Apply recognized best practices to optimize execution and reduce inefficiencies.
  
  

Service Requirements Identification

• Gather and clarify requirements for new or revised services.
• Evaluate the potential impact of these requirements on manpower needs and resource allocation.
  
  

Service Catalogue Management

• Contribute to defining and updating the service catalogue documents.
• Ensure changes are communicated to customers and stakeholders in a clear, timely manner.
  
  

Customer Onboarding

• Support and coordinate the onboarding of customers to the Corporate Process Owner function.
• Ensure alignment of onboarding processes with organizational objectives and stakeholder expectations.
  
  

Stakeholder Collaboration

• Work closely with internal and external stakeholders to ensure smooth process execution.
• Help resolve issues arising from process execution or service delivery in a timely manner.
  
  

Performance Reporting

• Prepare periodic reports on service performance and process improvement initiatives.
• Use data insights to support recommendations and decision-making at the manager level.
  
  

Compliance and Risk Management

• Ensure processes under your purview comply with relevant policies, standards, and regulations.
• Help detect and mitigate risks associated with process execution and service delivery.
  
  

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