Exciting position recently opened up for an experienced business process analyst at a well-known financial services provider in Cape Town. Main responsibilities include analysing the overall business and optimising the efficiency thereof. The ability to understand the end to end contact centre operation and the direct influence it has on systems and overall system delivery in the operational area is vital. The successful candidate will analyse the business processes in use by gathering information, processing, analysing and detailing the process with supporting documentation.

KPI’s

Facilitate workshops with SME's
Model 'as-is' end to end processes
Model 'to-be' end to end processes
Produce context models
Produce conceptual solution models
Develop and document procedure documentation
Produce Business requirement documentation
Provide input into a change management plan
Provide training handover documentation
Conduct random process audits
Provide audit reports and solution recommendations
Provide cost benefit analysis of process financial viability
Ensure adherence to document versioning control process

Requirements:

Process Modelling (preferably BPMN)
Facilitation skills
MS Office
Financial call centre experience
Minimum Grade 12
Project Management or similar qualification advantageous
A minimum of 2 years in a similar role
3 years experience in a call centre environment
Knowledge of IT
Knowledge of call centre end to end
High numerical aptitude