Process Analyst at Credit Direct Limited

Job Summary

Responsible for analysing and improving business processes to enhance efficiency, reduce costs, and improve service delivery. This role involves mapping current processes, identifying areas for improvement, and supporting the implementation of process automation and optimization initiatives.

Job Details

Process Mapping and Analysis:

• Document and map existing business processes across various departments.
• Conduct thorough analysis of current processes to identify inefficiencies, bottlenecks, and areas for improvement.
• Use process modelling tools to visualize and communicate process flows.
• Collect data related to process performance and efficiency.
• Collect, analyse, and interpret customer interactions data to identify requirements and information useful in optimizing customer experience.
• Analyse process data to measure the impact of improvements and identify further opportunities.
• Prepare detailed reports and dashboards to communicate findings and recommendations.
• Work with stakeholders to set/modify processes requiring improvement

Process Improvement & Documentation :

• Identify opportunities for process optimization and automation.
• Develop and propose process improvement plans and strategies.
• Collaborate with stakeholders to implement process changes and ensure smooth transitions.
• Ensure that process changes comply with internal policies and regulatory requirements.
• Maintain accurate and up-to-date documentation of all processes and improvements.
• Develop and update standard operating procedures (SOPs) as needed.
• Develop Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for identified processes.
• Monitor, measure and provide feedback on process performance

Project and Transition Support:

• Support digital transformation projects focused on process improvement and automation.
• Participate in project meetings and contribute to the planning and execution of process optimization initiatives
• Assist in the development of project plans, timelines, and milestones.
• Assist in developing and executing change management strategies to ensure successful adoption of new processes.
• Provide training and support to employees on new processes and tools.
• Foster a culture of continuous improvement within the organization

Requirements

• Bachelor’s degree in Business Administration, Information Technology, Computer Science, Industrial Engineering or a related field
• Minimum of 2-5 years of experience in process analysis, process improvement, or a related field within the financial services industry.
• Good understanding of process improvement methodologies (e.g., Lean, Six Sigma).

What to Expect in the Hiring Process:

• A preliminary phone call with the recruiter
• Technical interview 
• Assessment
• Interview with Senior members of the team
• Cultural and Behavioural Fit Interview with a member of the Executive team.