The Process Analyst is responsible for analysing, documenting, and improving business processes to enhance efficiency, quality, and service delivery. The role supports operational teams by identifying process gaps, analysing data, and implementing continuous improvement initiatives.
This role exists to ensure that operational and service processes are efficient, scalable, and fit for purpose. By applying structured process engineering and analysis techniques, the Process Engineer Analyst reduces waste, improves performance, strengthens controls and enables data-driven decision-making across the organisation.
1. Process Analysis & Design
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Analyse end-to-end business processes to identify inefficiencies, risks, and improvement opportunities.
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Develop current-state and future-state process maps using recognised modelling standards (e.g. BPMN).
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Apply process engineering principles to redesign workflows for improved throughput, quality, and cost efficiency.
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Ensure process designs align with operational strategy, system capabilities, and regulatory requirements.
2. Continuous Improvement & Optimisation
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Lead and support process improvement initiatives using Lean, Six Sigma, and continuous improvement methodologies.
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Conduct root cause analysis using structured tools (e.g. SIPOC, Fishbone, 5 Whys).
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Identify opportunities to eliminate waste, reduce variation, and improve process performance.
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Support implementation of improvements and monitor sustainability.
3. Data Analysis & Performance Measurement
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Analyse operational and SLA data to identify trends, bottlenecks, and root causes.
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Develop dashboards and reports to communicate insights and improvement outcomes.
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Support benefits realisation tracking (efficiency, cost savings, quality improvements).
4. Process Governance & Documentation
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Document processes, SOPs, work instructions, and controls in line with governance standards.
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Ensure processes are version-controlled, approved, and maintained.
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Support audits and compliance reviews through accurate process documentation.
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Promote standardisation and best practices across business units.
5. Stakeholder Engagement & Change Support
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Work closely with operational teams, Service Centre leadership, IT, and support functions.
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Facilitate process workshops, working sessions, and improvement initiatives.
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Support change management activities to ensure adoption of improved processes.
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Act as a trusted advisor on process-related matters.
6. Digital Enablement & Systems Integration
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Collaborate with IT and Digital teams to align process design with system functionality.
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Identify opportunities for workflow optimisation, automation, and system enhancements.
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Support implementation of process automation or digital improvement initiatives.
Qualifications
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Bachelor’s Degree or 3-year Diploma in Industrial Engineering, Business Analysis, Operations Management, Supply Chain, Information Systems, or Business Management.
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Lean Six Sigma Yellow or Green Belt certification.
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Business Analysis certification (e.g. IIBA ECBA / CCBA) – advantageous.
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Process Modelling certification or experience with BPMN, Visio, or similar tools.
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Project Management fundamentals certification – advantageous.
Experience
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3–5 years’ experience in process analysis, business analysis, continuous improvement, or operational excellence roles.
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Hands-on experience with process mapping, documentation, and redesign.
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Experience analysing operational data, KPIs, and SLA performance.
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Exposure to Service Centre, Operations, Logistics, or Customer Service environments.
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Experience supporting or delivering process improvement initiatives.
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Familiarity with workflow systems, CRM platforms, or ERP systems.
