COE and Business Process Manager

SUMMARY:
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POSITION INFO:

The role will be responsible for maturing the organisation's process excellence, innovation, delivery standards, and transformation initiatives to integrate process management into the core business strategy, enhancing efficiency, customer experience, and operational agility.

Collaborates with senior leadership across the STI to providing strategic oversight and governance of business processes through a Centre of Excellence (CoE), leading large-scale transformation efforts, fostering a culture of continuous improvement, and ensuring that all processes & initiatives align with the organisation’s long-term goals and regulatory requirements.

RESPONSIBILITIES

Business Process/Model Rethink (Strategic Process Management)

Design and execute methodologies to analyse and identify opportunities to improve processes, practices, and procedures, uncovering opportunities for innovation. Lead a CoE for the design, implementation, and optimisation of business processes across the Group, leveraging best practice, ensuring alignment with strategic objectives.

Oversee the shift from department and product-oriented processes to consistent, standardised and optimised customer journey-centric processes.

Explore and evaluate new technologies and digital solutions that can transform business processes and create competitive advantage.

Culture of Innovation (Continuous Improvement & Transformation Leadership)

Drive a culture of innovation by creating multi-stakeholder solutions that boost creativity, innovation, and collaboration across business units, such as idea generation platforms, jam sessions, and hackathons. Champion a culture of continuous improvement by driving initiatives that enhance delivery efficiency, resource utilisation, and the effectiveness of transformation efforts.

Identify opportunities for digital transformation, process automation, and operational efficiency improvements across the organisation. Lead post-project evaluations to capture lessons learned, focusing on improvements to capacity planning, project execution, and organisational change. Drive large-scale transformation initiatives, including organisational process re- engineering, Enterprise delivery modelling & implementations, Delivery teams & staff systems implementation Lead the development and implementation of innovative prototype solutions to position the organisation ahead of its competitors.

Transformational Change Management (Change Management and Communications)

Manage projects or substantial workstreams within a transformational change program, ensuring integration with related projects; use structured change management methodologies to build acceptance of change and to embed desired culture and behaviors.

Develop and execute comprehensive change management strategies for major IT , process & people change initiatives and organisational transformations. Create and maintain a change management framework and train impacted Teams on effective use to deliver change in a consistent manner.

Lead the development and execution of multi-channel Strategy Office communication plans, ensuring clear and effective messaging to all stakeholders. Establish feedback mechanisms to measure the effectiveness of change initiatives and communications.

Collaborate with HR and other departments to align Strategy Office changes with broader organisational change efforts.

Improvement / Innovation (Innovation and Process Excellence)

Identify shortcomings in existing business practices, then suggest and implement improvements while developing and delivering projects or a work stream within the organisation's change management program. Involves working with guidance from senior colleagues.

Promote a culture of continuous improvement, encouraging innovation in waste removal, optimal process design and execution. Identify and implement technologies and methodologies to drive customer satisfaction, process efficiency to grow the business.

Develop and implement performance metrics to track and measure the impact of process improvements.

Project Governance (Governance and Compliance)

Clarify roles and responsibilities within the project team and ensure project compliance with the organisation's wider program and/or portfolio management decision-making structures and processes. Establish and maintain Delivery governance frameworks, including decision- making processes to support cross functional steering committees and drive efficiencies across Delivery.

Establish and maintain robust process governance frameworks, ensuring that all processes comply with relevant business process standards, regulatory standards and internal policies. Collaborate with Process Owners and Process Leads to ensure accountability, consistency, and excellence in process definition, documentation and execution. Own the governance of Projects, Programmes & Portfolio’s including the improvement in these areas. Develop and implement standardised Agile & Hybrid methodologies, tools, and best practices.

Stakeholder Management (Collaboration and Communication)

Develop and implement stakeholder engagement strategies and plans across the program to identify relevant stakeholders, to create mutually supportive working relationships, and to ensure that each stakeholder has an appropriate share of voice at both project and program levels.

Work closely with senior leadership across and cross-functional teams across the group to align customer journeys and process initiatives with business goals. Articulate the vision for process transformation to stakeholders, ensuring clear communication and alignment across the organisation.

Processes Automation (Documentation and Automation)

Analyse business processes and develop software tools that automate routine

BEHAVIORAL COMPETENCIES

tasks through existing user interfaces. Create smart workflows, integrating tasks performed by humans and machines. Ensure comprehensive documentation of all business processes, making them accessible and understandable to relevant stakeholders.

Ensure the format of process documentation enables low/ no code analysis, optimisation and automation of processes Lead the identification and implementation of automation opportunities to enhance process efficiency and consistency.

Performance Management (Performance Monitoring and Improvement:)

Manage and report on performance within the department or area of responsibility; set appropriate performance objectives for direct reports and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of annual business objectives. Ensure data is available to enable the development and monitoring of key performance indicators (KPIs) for processes, ensuring continuous evaluation and improvement. Drive the development of best practices and process standards across the organisation. Report on the progress and impact of process optimisation, innovation and transformation initiatives and objectives to senior management

Budgeting and Costing (Budget and Forecasting)

Develop and/or deliver budget plans with guidance from senior colleagues. Oversee the development and management of the annual Strategy Office budget, ensuring alignment with strategic priorities and maximising ROI on STI investments.

Develop accurate Delivery financial forecasts, considering Portfolio intake trends and Project demand and capacity projections. Collaborate with Finance to ensure financial practices align with corporate standards and reporting requirements.

SKILLS

• Learning and Talent Development
• Planning and Organising
• Portfolio Performance Management
• Project Governing
• Stakeholder Expectation Management
• Strategic Project and Program Alignment

General Education

• Bachelor’s degree in business administration, management, information systems, or a related field (Essential)
• A Master’s degree or MBA (Advantageous)

General Experience

10 or more years of progressive experience in Business Process leadership roles (Essential); Strong background in change management, with demonstrated success in managing complex organisational changes (Essential)

Managerial Experience

5 or more years in management position (Essential); Experience of planning, managing and organising resources within short / medium timescales within the overall policy framework.