Senior Manager – Business Excellence

Job Purpose The Senior Manager – Business Excellence is responsible for driving the Group’s Business Excellence Framework, ensuring effective governance, policy management, and process architecture across all subsidiaries.The role leads end-to-end process transformation and continuous improvement initiatives, partnering with business and Digital & Technology teams to deliver AI-enabled and data-driven operational improvements. It also ensures compliance with governance standards, enhances organizational performance through KPI monitoring, and builds a culture of operational excellence, capability development, and innovation across the Group.Roles, Responsibilities, DutiesGovernance, Policy & Framework StewardshipDevelop, maintain, and continuously improve the Business Excellence Framework to drive the adoption of quality management systems across the Group and its subsidiaries, including the corporate governance framework, policies, and process architecture.Act as the custodian of all Group policies, standards, governance frameworks, Delegation of Authority (DoA), processes, methodologies, and tools (including ARIS).Serve as a trusted advisor to Divisions and Segments in the development and improvement of policies, processes, Standard Operating Procedures (SOPs), and SLA frameworks.Ensure all governance documentation is current, accessible, and aligned with regulatory requirements, organisational strategy, and best practice standards.Process TransformationLead the identification, assessment, and prioritisation of process transformation across business functions, with a focus on processes that are high-volume, rule-based, or data-intensive.Develop and maintain a Group-wide process transformation use case pipeline — working collaboratively with business units to surface transformation opportunities and translating them into structured problem statements and solution briefs.Partner closely with the Digital & Technology (D&T) function to co-design, pilot, and scale AI-powered process transformation, ensuring business requirements are clearly defined and outcomes are measurable.Drive the end-to-end delivery of process transformation initiatives from discovery and design through to implementation and adoption, bridging the gap between business needs and technology execution.Continuous Improvement & PerformanceLead and support continuous improvement initiatives across departments, involving employees in process optimisation and enhancing organisational effectiveness.Ensure regular monitoring and reporting on process-specific KPIs and targets to drive compliance, performance, and improvement.Establish and execute a programme of stakeholder surveys to gain insights, analyse data, and implement improvements based on feedback.Develop and deliver training programmes to equip employees with the skills needed to drive continuous improvement, adopt new tools, and sustain business excellence — including building foundational AI literacy across the organisation.Stakeholder Engagement & RecognitionDevelop and maintain strong relationships with external partners, vendors, and service providers to support Group operations and stay abreast of industry developments.Develop and implement a programme to recognise and reward external achievements and best practice benchmarking. Qualification: Bachelor’s degree in Business, Engineering, Information Systems, or related field (Master’s preferred)8–12 years’ experience in business excellence, process transformation, or operational strategyProven experience in process transformation and digital technologies (AI, RPA, GenAI, process mining)Strong exposure to governance frameworks, ISO standards, policy management, and DoA structuresLean Six Sigma Green Belt (or higher) or equivalent certification preferredExperience and Competencies:Strong strategic thinking with execution focusAdvanced analytical and problem-solving capabilityExcellent communication and stakeholder influence skillsExperience in cross-functional and digital transformation environmentsAbility to translate complex technical concepts into business outcomesStrong change management and transformation leadership capabilityComfortable working in ambiguity with strong systems thinking mindset