Business Process Specialist

Job Description Responsible for overall delivery of end-to-end solution process design enhancements and optimisations Deliver against operational and cost targets Prioritise resource allocation to minimise and reduce wastage Monitor costs for the financial year according to the operational plan Allocates and approves expenditure Review cost reports and resolves or explains variances to the budget Identify, control and escalate potential risks that may lead to increased costs Manage costs or expenses within approved budget to achieve cost efficiencies Collaborate closely with relevant business units and product houses as per strategy to identify revenue opportunities Drive opportunities for revenue growth and cost reduction such as adoption of digital and other self service options across client base Ensure full understanding of customer needs to deliver a quality service Ensure customer service solutions are aligned to the business operational plan; Organisational values and service standards Communicate how customer service solution will be implemented and secures buy-in Ensure product knowledge and advice is technically accurate and provide customers with relevant information to keep them informed of products and service options E nsure resolution of customer queries and complaints timeously and ownership of issues Analyse customer feedback to help improve customer service Propose ideas to improve customer service Build relationships that allow for the managing of expectations; the sharing of knowledge and diverse insights; and the creation of buy-in Engage in cross-functional relationships to obtain and to provide work support Deliver customer experience excellence aligned to Organisational values and service standards Build professional long-term relationships with customers based on trust that builds the brand Collect and interrogate information and feedback to ensure full understanding of customer needs to deliver a quality service Deliver service that exceeds customer expectations through proactive, innovative and appropriate solution selection and application Provide customers with relevant information to keep them informed of products and service options Implement, monitor and control business processes according to quality standards; policy; and compliance and governance requirements in area of accountability Ensure the development, alignment, mapping and implementation of end-to-end processes aligned to the customer journey map Research, enable and consult on improvements and opportunities to harness technology and platform enablement Review existing processes and suggest innovative ideas to improve and streamline processes to drive efficiencies and minimise redundancy Monitor customer feedback reports and align processes to maximise efficiencies Improve business decisions by providing accurate and reliable business intelligence (information) together with analysing trends and data Provide regular reports…