Business Process Improvement Manager

DESCRIPTION OF ROLE

The Business Process Improvement Manager is responsible for driving operational excellence and process optimization initiatives across the organization. The role focuses on identifying inefficiencies, streamlining workflows, improving productivity, enhancing customer experience, and delivering sustainable cost savings through continuous improvement methodologies and technology enablement.

The incumbent will partner closely with business leaders, department heads, and cross-functional teams to design, implement, and monitor process improvement initiatives that support the organization’s objectives.

KEY RESPONSIBILITIES

Process Improvement& Operational Excellence

• Lead end-to-end business process reviews to identify gaps, inefficiencies, risks, and opportunities for improvement.
• Design and implement process improvement initiatives to enhance operational efficiency, effectiveness, service quality, and productivity.
• Standardize processes, policies, procedures, and documentation across business functions.
• Establish best practices and governance frameworks to ensure process consistency and compliance.
• Identify opportunities to leverage technology, automation, and digital tools to improve business processes.
• Work closely with IT team to support automation initiatives such as workflow automation, RPA, AI-driven solutions, and systems integration.
• Ensure process requirements are appropriately translated into system specifications.
• Measure and report realized benefits, including productivity gains, cost savings, revenue enhancement, and customer satisfaction improvements.
• Conduct root cause analysis and recommend corrective actions where necessary.

Project & Change Management

• Drive organizational transformation initiatives aligned with business goals.
• Lead process redesign efforts arising from system implementations or digitalization projects
• Manage multiple improvement projects from concept through implementation and post implementation reviews.
• Develop project plans, timelines, business cases, resource requirements, and success metrics.
• Monitor project progress, risks, issues, and dependencies to ensure timely delivery.
• Present project updates and outcomes to senior leadership.
• Facilitate change management activities to ensure successful adoption of new processes and ways of working.
• Collaborate with stakeholders to manage resistance and drive sustainable behavioural change.

KEY REQUIREMENTS

• Degree in Business Administration, Engineering, Supply Chain or related discipline.
• Minimum 8 years of relevant experience in business process improvement, operational excellence, consulting, or transformation role.
• Proven track record of delivering measurable operational improvements and cost savings.
• Experience leading enterprise-wide transformation and change management initiatives.
• Exposure to retail or FMCG industries is advantageous.