Sr. Specialist Process Excellence | أخصائي أول تميز العمليات

ROLE OBJECTIVE
The Sr. Specialist – Process Development, Excellence & Governance is responsible for leading the design, development, standardization, optimization, and continuous improvement of business processes across the organization while supporting the governance and sustainability of the Business Process Management (BPM) framework. The role drives operational excellence by identifying process improvement opportunities, redesigning workflows, enabling automation and digital transformation, and embedding customer-centric principles through an outside-in approach.
The role ensures business processes are efficient, scalable, compliant, measurable, and aligned with organizational objectives, governance requirements, service excellence standards, and customer expectations, while contributing to improved organizational performance, operational effectiveness, risk mitigation, and sustainable business growth.
RESPONSIBILITIES
Business Process Management
• Manage the end-to-end lifecycle of business processes, including process identification, design, implementation, monitoring, review, optimization, and retirement.
• Develop, implement, and maintain the organization's Business Process Management (BPM) framework, methodologies, standards, and governance.
• Maintain the enterprise process repository and ensure process documentation remains accurate, current, and accessible.
• Define and maintain process ownership, accountability, and governance structures.
• Support the establishment and continuous enhancement of enterprise-wide process management practices.
Process Development & Optimization
• Lead process discovery, analysis, redesign, and optimization initiatives across business functions.
• Map, document, and maintain core business processes using approved process mapping tools and methodologies.
• Develop current-state and future-state process models and implementation roadmaps.
• Conduct gap analyses to identify bottlenecks, inefficiencies, rework, policy deviations, and improvement opportunities.
• Perform value stream analysis to eliminate waste and non-value-added activities.
• Assist in developing process policies, procedures, and SOPs, ensuring clarity of ownership, RACI alignment, and governance compliance.
• Facilitate process design workshops and validation sessions with business stakeholders.
• Collaborate with cross-functional teams to validate process redesign proposals and monitor post-implementation outcomes.
• Identify opportunities for process standardization, simplification, automation, and digitization.
• Develop business and process requirements to support workflow automation and digital transformation initiatives.
• Support automation and technology implementation initiatives by providing workflow inputs and process requirements.
• Ensure business processes are effectively integrated with enterprise systems and operating models.
• Assess customer impact and customer experience implications during process design, review, and optimization activities.
• Incorporate customer requirements, customer feedback insights, and service expectations into process development initiatives.
• Identify customer-facing process pain points and collaborate with process owners to improve service effectiveness and customer outcomes.
• Support customer journey improvement initiatives by translating customer requirements into process improvements and operational controls.
• Analyze process performance data and identify improvement opportunities using data-driven methodologies.
• Conduct root cause analysis of recurring process failures and recommend sustainable corrective and preventive actions.
• Drive process standardization across departments to improve consistency, efficiency, and governance.
Governance & Reporting
• Assist in preparing periodic management reports and dashboards summarizing process performance, compliance, governance, and improvement benefits.
• Monitor adherence to approved policies, procedures, standards, and governance requirements.
• Coordinate process reviews, approvals, document control, version management, and periodic audits.
• Facilitate the Process Governance Committee and track the implementation of process-related actions and decisions.
• Develop and maintain the enterprise process architecture and ensure alignment between strategy, processes, policies, procedures, systems, and organizational structures.
• Define and maintain process ownership models and governance accountability frameworks.
• Monitor and report on customer-impacting process performance indicators and recommend corrective actions where service objectives are not achieved.
• Ensure critical customer-facing processes align with approved service standards, SLAs, OLAs, regulatory requirements, and customer commitments.
• Contribute to internal and external audits by maintaining evidence repositories and governance documentation.
• Recommend process controls and governance enhancements to mitigate operational and compliance risks.
Continuous Improvement & Change Enablement
• Define, monitor, and report on process KPIs, SLAs, OLAs, and operational performance indicators.
• Participate in Lean, Kaizen, Agile, and process excellence initiatives to improve organizational performance.
• Collect, analyze, and report before-and-after performance data to quantify benefits and improvement outcomes.
• Conduct internal and external benchmarking to identify process excellence opportunities and industry best practices.
• Conduct process maturity assessments and develop improvement roadmaps to enhance organizational process capability and maturity.
• Participate in service improvement initiatives aimed at reducing customer effort, eliminating process friction, and improving service consistency.
• Correlate operational process performance with customer experience outcomes.
• Support change management and communication activities during process, policy, system, or organizational changes.
• Develop training materials, user guides, FAQs, and awareness campaigns to support adoption of new processes and practices.
• Promote a culture of continuous improvement, accountability, and process discipline across the organization.
Collaboration & Stakeholder Engagement
• Facilitate process discovery, analysis, and improvement workshops with business stakeholders.
• Work closely with process owners, business units, technology teams, and delivery teams to ensure successful implementation of process initiatives.
• Coordinate with customer-facing functions to ensure alignment between business processes and service excellence objectives.
• Collaborate with HR to reinforce process discipline, accountability, and customer-centric behaviors across the organization.
• Liaise with vendors, consultants, and external partners on process excellence, benchmarking, automation, and transformation initiatives.
• Participate in customer journey transformation initiatives focused on improving ease of doing business, service consistency, and customer satisfaction.
• Support implementation of digital initiatives that enhance customer self-service capabilities and service accessibility.

ROLE SPECIFICATIONS
Qualification
• Bachelor's degree in Business Administration, Engineering, Information Technology, Operations Management, or related field.
• Postgraduate qualification in Operations Management, Business Excellence, Service Excellence, Business Analytics, or related discipline is preferred.
Certification
• Lean Six Sigma Green Belt (minimum) preferred.
• Lean Six Sigma Black Belt is an advantage.
• ITIL Foundation Certification preferred.
• BPM, Business Analysis, Agile, Scrum, or Process Excellence certifications are advantageous.
Experience
• 5–8 years of experience in Business Process Management, Process Development, Process Excellence, Operational Excellence, or Continuous Improvement within ICT, Technology Services, Telecommunications, or similar industries.
• Demonstrated experience in process mapping, process redesign, governance implementation, and process optimization.
• Proven experience in process improvement initiatives, operational excellence programs, and change management.
• Exposure to process governance frameworks, policy development, and enterprise process architecture is preferred.
• Experience supporting automation and digital transformation initiatives is desirable.
• Strong analytical, critical thinking, and problem-solving skills.
• Proficiency in process modelling and documentation tools (Visio, Lucidchart, ARIS, or equivalent).
• Strong knowledge of BPM principles, methodologies, and governance frameworks.
• Knowledge of BPM, workflow automation, and process management platforms (e.g., Odoo, ARIS, Jira, Power Automate, ServiceNow, or equivalent).
Skills
• Proficiency in data analysis and visualization tools (Power BI, Tableau, Excel, or equivalent).
• Excellent documentation, facilitation, communication, and stakeholder management skills.
• Strong understanding of customer-centric design and outside-in process development approaches.
• Knowledge of Lean, Six Sigma, Root Cause Analysis, and Continuous Improvement methodologies.
• Ability to develop business requirements and support workflow automation initiatives.
• Strong report writing, presentation, and workshop facilitation skills.