CORE PURPOSE OF THE JOB
To enhance and bring about efficiencies in the advances process, with, through the application of business process re-engineering (BPR) techniques. The incumbent documents current-state processes, identifies bottlenecks, handoffs and non-value-adding activities, and designs and implements optimised future-state processes that reduce turnaround times, eliminate operational backlogs, and enable a scalable advances operation. General support is provided to the broader COO division on process improvement initiatives as directed by the GM: Operations.
MAIN FUNCTIONS OF THE JOB
Process Analysis and Mapping
- Documents current-state (“as-is”) advances processes using swim-lane diagrams, value stream maps, and other models (eg:SIPOC).
- Identifies bottlenecks, redundancies, waiting times, and error points across the property entity deal lifecycle.
- Engages stakeholders across departments to validate process maps and capture undocumented workarounds.
Process Redesign and Simplification
- Scrutinises each process step against the customer outcome and eliminates non-value-adding activities.
- Removes steps that exist purely for internal convenience, legacy compliance, or redundant approvals.
- Consolidates fragmented tasks into fewer, broader roles to reduce handoffs and error rates.
- Applies clean-sheet (“zero-based”) redesign where incremental improvement is insufficient, managing the associated change risk.
Automation and Technology Enablement
- Redesigns the process first, then identifies automation opportunities – workflow engines, RPA, straight-through processing, and API integrations.
- Specifies automation and system requirements in collaboration with IT and Digitalisation.
- Parallelises sequential steps to run concurrently where dependencies allow (e.g. credit checks and document verification).
- Applying AI (intelligent document processing, predictive analytics) to automate rule-based decisioning, data extraction, and exception handling
- Exploring and piloting AI tools to replicate and scale the business process analysis methodology across other departments in the organisation
Benchmarking and Best Practice
- Compares internal advances processes against industry leaders and best-in-class organisations.
- Identifies performance gaps and sets ambitious, measurable targets.
Customer-Centric Redesign
- Reorients processes around the customer journey rather than internal departmental boundaries.
- Surfaces unnecessary complexity that internal stakeholders have normalised over time.
Change Management and Organisational Alignment
- Recommends realignment of teams, reporting lines, and incentives to support the redesigned process.
Measurement, Reporting and Continuous Improvement
- Monitors process performance through feedback loops so that deviations are caught early.
- Reports progress, impact, and efficiency gains to the GM: Operations and COO leadership.
General
- Assists the COO division and Operations management with any ad hoc process improvement requirements, including queries and projects.
