Description:
Purpose of the role
Process Specialist is responsible for defining, analyzing and documenting business processes spanning across TCR departments in regards to onboarding, managing and servicing clients. The key objectives are to define new processes to support the take-on of new clients, and to document and improve efficiency and effectiveness of existing processes. The individual must therefore have experience in process analysis, design and mapping and monitoring, and well as business analysis and customer engagement
experience.
Minimum requirements (Qualifications and Experience)
- Grade 12
- Bachelor's degree related to information systems, project, service and/or process management
- 5+ years’ experience in client service operations, or related business and process analysis
- Experience in process engineering in a service management environment / consulting experience
- Experience with SDLC with regards to client requirements and specifications
- Process mapping and documentation experience, with relevant tooling experience
- Business analysis experience in mapping customer requirements and user specifications
- Lean Six Sigma or equivalent experience
Key Responsibilities:
- Process design, analysis, documentation and optimisation
- Interfacing with clients to define requirements and needs
- Understanding of client take on processes and design of processes for servicing client
- Obtaining and coordination of all interdepartmental (stakeholder) input in respect of process and
departmental dependencies when setting up or changing processes - Custodian of process flow documents and client specifications
- Development of SLA for new clients and OLAs between departments for new services.
- Regular review and analysis of process efficacies and adjusting processes accordingly where needed
- Supporting business units in mapping and optimising processes across client lifecycle
- Working with IT to develop new solutions and services to support clients.
- Final sign off on change requests as well as post implementation sign off on process changes implemented
Technical and Behavioral Competencies Required Working knowledge of:
Process analysis and mapping
Understanding of client data and integration
Understanding of credit collections lifecycle
Experience with collections systems: Cas/E4/Vision/CACS/Sharefile/QMS
Tallyman/DM9/Nadir
MS office (Word/Excel/Powerpoint)
Six Sigma certification preferable
Analytically minded
High attention to detail
Problem Solving Skills
Interpersonal Skills
Accountability
Stress Tolerance
Deadline driven
Team player
Planning and organizing skills
Additional Info:
5 to 10 years
Salary: RNegotiable
Job Reference #: 491063494