Responsibilities• Analysing and delivering business process initiatives by managing components of medium and large initiatives.• Meeting with user groups to gather and analyse end user requirements.• Analysing workflow to create process maps and isolate areas of potential improvement.• Developing functional specifications that design and document desired outcome of system enhancements/developments.• Producing technical specifications to communicate user requirements in technical terms to analyst programmers/project team.• Coordinating User Acceptance Testing (UAT) to ensure the overall efficiency, functionality and user friendliness of system enhancement/development.• Preparing material and providing training and assistance to end-users following implementation.• Work effectively with IT stakeholders to determine appropriate IT solutions within the project scope, budget & timeline constraints.• Participating in all phases of the project lifecycle, encompassing functional design, testing, user liaison, training, deployment planning and execution, and end-user support.• Actively reviewing procedures and looking for improvements in business and project processes.

Responsibilities• Data collection to enable setting of standard times for processes.• Data analysis to understand variance between existing and newly measured times.• Perform process analysis to identify wasted time within a process and make changes to drive efficiency.• Perform benefit realisation calculations for delivered improvements.• Produce range of management reports to track department performance against monthly plans.• Drive culture of continuous improvement across department, including facilitating team workshops and providing training and mentoring to improvement champions.• Identifying, standardising and implementing best practice suggestions for delivery of services across teams.• Monitoring of workflow tracking system to ensure all tasks are completed in a timely manner.

Responsibilities:• Develop and maintain all process documentation, training material and reference guides.• Conduct regular coaching sessions to ensure team are adhering to policies and procedures.• Identify training needs and implement training programs to close any knowledge gaps.• Provide detailed performance feedback to staff.• Maintain skills matrix to track team progress and monitor training effectiveness.• Identify, develop and implement changes to procedures to improve process efficiency.• Monitor workflow tracking system to ensure all tasks are completed in a timely manner.• Handle urgent or escalated issues and follow them through to resolution.