Business Process Senior Specialist

Key responsibilities:Process Analysis, Modelling & Design:Analyze end-to-end business processes and workflows to identify inefficiencies, control gaps, bottlenecks and improvement opportunities.Lead process discovery and documentation sessions with business stakeholders and subject matter experts.Design and document optimized As-Is and To-Be processes in accordance with established BPM standards and methodologies.Develop and maintain process models using BPMN 2.0 standards.Utilize ARIS or equivalent BPM/process modelling platforms for process modelling, documentation, analysis and maintenance of the organizational process repository.Ensure process models, procedures and related documentation are accurate, standardized, properly governed and kept up to date.Process Improvement & Operational Excellence:Identify, assess and recommend process improvement opportunities based on business impact, efficiency, customer experience, risk and operational performance. Apply appropriate continuous improvement methodologies and techniques, including Lean and Six Sigma, where applicable. Support the development and implementation of process improvement initiatives and monitor realization of expected benefits. Analyze root causes of operational issues and recommend sustainable process improvements.Business Change & Change Request Evaluation:Perform initial business assessment of process and system Change Requests to ensure requirements, business justification, expected benefits, process impact and dependencies are clearly identified. Coordinate with business, IT and other relevant stakeholders to support feasibility assessment, prioritization and implementation. Assess the impact of proposed changes on existing processes, controls, procedures and related systems. Support UAT, implementation readiness and post-implementation review from a business process perspective.Stakeholder Management & Facilitation:Facilitate workshops and process review sessions with business owners, department heads and cross-functional stakeholders. Challenge existing processes constructively and recommend practical improvement opportunities. Coordinate cross-functional activities required to implement agreed process changes. Communicate process changes, decisions and improvement recommendations clearly to relevant stakeholders.Process Governance & Performance Management:Support the establishment and implementation of BPM governance standards, methodologies, templates and process documentation requirements. Define and monitor relevant process KPIs, SLAs and performance measures in coordination with process owners. Analyze process performance and recommend corrective or improvement actions where required. Support process owners in maintaining approved SOPs, policies, procedures and process documentation. Ensure appropriate process ownership, roles, responsibilities and controls are clearly definedTechnology, Automation & Digital Enablement:Identify processes and activities suitable for automation, digitalization and system enhancement. Collaborate with IT, RPA and other technology teams to translate business process requirements into clear improvement and automation opportunities. Support assessment of automation opportunities based on business value, process maturity, volume, complexity and feasibility. Ensure technology solutions remain aligned with approved business processes and operational requirements.Compliance & Risk Management:Ensure business processes incorporate applicable regulatory, compliance, risk and internal control requirements. Identify process-related operational risks and control gaps and coordinate with relevant stakeholders on appropriate mitigation actions. Ensure approved process changes are properly reflected in relevant process documentation and SOPs.Knowledge Transfer & Continuous Improvement:Promote BPM methodologies, process modelling standards and continuous improvement practices across the organization. Provide guidance and support to business users on processes documentation and modelling requirements. Stay updated on BPM, process intelligence, automation and operational excellence trends and leading practices. Support junior team members, where applicable, in process analysis, modelling and documentation activities. Education: Bachelor’s degree in MIS, CIS, Business Administration, Management, or related field.Experience:Minimum 3-4 years’ experience with proven experience in business process management & process improvement.Personal Attributes / Skills:Strong analytical and problem-solving skills.Excellent communication and interpersonal skills.Business knowledge of Insurance Operations & Support functions.Hands-on experience in business process modelling and analysis tools; experience with ARIS is highly preferred.Knowledge of process improvement methodologies (e.g., Six Sigma, Lean).Others:Project management experience is a plus.