Business Excellence

Job Objective:
The objective is to enhance process consistency, clarity, effectiveness, and scalability to ensure continuous work improvement, streamlining, focus, and control. The role aims to establish principles of business excellence, process automation, and data-driven decision-making to maximize operational efficiency and minimize risks.

Job Description & Responsibilities:

• Evaluate existing Finance and Contract Management (F&CM) processes to enhance operational efficiency, agility, and cost-effectiveness.
• Develop and apply best practices in Finance and Contract processes, ensuring continuous process optimization and fault-handling improvements.
• Lead process design, automation, and optimization efforts, including new or revised Standard Operating Procedures (SOPs).
• Align Service Management processes, Operational Level Agreements (OLAs), and underpinning contracts with service level targets.
• Ensure adherence to standards, guidelines, and consistent accounting or operational practices.
• Identify and implement KPIs and measurement frameworks to monitor process efficiency, usage, and impact.
• Establish mechanisms to document and authorize all operational changes, minimizing service disruptions.
• Drive business process automation to eliminate manual inefficiencies and improve accuracy in F&CM operations.
• Conduct and facilitate workshops and stakeholder meetings to define and enhance optimized processes.
• Act as an expert in process modelling (BPMN, BPM methodologies), ensuring compliance with industry best practices.
• Conduct gap analyses and risk assessments, recommending and implementing improved solutions based on benchmarking and best practices.
• Define and introduce performance-driven KPIs, SLAs, OLAs, and business process orchestration to accelerate digital transformation.
• Apply Business Process Reengineering (BPR) and Business Process Improvement (BPI) methodologies to analyze and restructure workflows.
• Utilize Change Management principles to ensure smooth implementation of transformation initiatives across the organization.
• Guide to senior leadership on resource optimization and strategic process improvements.
• Utilize modern Process Improvement methodologies such as Six Sigma, Lean, and statistical tools to enhance workflow efficiency.
• Train and upskill teams on process improvement techniques, automation tools, and digital transformation strategies.
• Analyze and report daily, weekly, and monthly performance trends, highlighting key drivers of process efficiency and customer experience.
• Maximize resource utilization by refining processes for consistent, high-quality service delivery.

KPIs:

• Operational Efficiency: Reduction in process bottlenecks, streamlined workflows, and optimized resource utilization.
• Process Documentation & Standardization: Adoption of SOPs, automation, and governance frameworks.
• Customer Experience & Service Quality: Improved service levels, faster response times, and reduced errors in F&CM operations.

Qualifications & Experience:

• 10 to 15 years of experience in Process Engineering, Business Excellence, or Operational Transformation.
• Bachelor's degree in Engineering, Telecommunications, Business Process Management, or a related field.
• Must have worked with a Telecom Operator.
• Strong understanding of Business Excellence frameworks, Lean Six Sigma, and Operational Efficiency models.
• Expertise in process-related standards (BPMN 2.0, ITIL, ETOM Assurance Framework).
• Technical knowledge of Finance & Contract Management (F&CM) Operations.
• Analytical mindset with strong problem-solving abilities and the ability to drive data-driven decisions.
• Proven track record in leading large-scale process transformation initiatives.
• Proficiency in Business Process Modeling tools (BPMN/BPM) and Quality Management techniques.
• Ability to work under pressure and drive operational excellence in dynamic environments.
• Strong communication, stakeholder management, and cross-functional collaboration skills.
• Knowledge of project management principles, digital transformation strategies, and process automation tools.

Company Industry:

• Telecom
• ISP

Department / Functional Area:

• Business Development

Keywords:

• Business Excellence (Subject Matter Expert)