Business Process Analyst

Job title: Business Process Analyst

Reporting to: Operations Manager

Location: Cape Town

ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S EE TARGETS

WHAT WE DO

Lula is an innovative and human-focused FinTech company on a mission to help small businesses optimise their cash flow. Our purpose is to help SMEs manage their businesses better, faster, and more simply, so they can spend more time doing what they love.

If you’re looking for a new place to call ‘home’ that believes in the potential of the broader SME landscape in South Africa and a place where you’ll work with awesome people - then Lula’s the place for you!

We’re making business banking fast, human, Lula!

OUR VALUES

Collaborative - we’re a clan and work together as a team, always towards a common goal

Committed - we’re accountable and follow through no matter the challenge

Curious - we look for better ways to do things and make a positive difference

Connected - we stay close to, learn from and look to understand each other and our customers

Compassionate - we go out of our way to care about our colleagues, our customers and our community

OVERALL PURPOSE

The Business Process Analyst’s role is to work with Operations Managers to ensure our operations teams (CX, Sales, Credit and Finance) have the tools, processes and training in place so that we can achieve our purpose, keep our promises to customers and give our employees every chance to succeed in their roles.

Responsibilities include but are not limited to:

• Process Documentation: Ensure all process changes are documented in a standardized and appropriate manner based upon Subject Matter Experts process change projects.
• Subject Matter Expert Support: Working closely with allocated Subject Matter Expert/s to execute on process change projects
• Customer servicing: Collaborate to deliver collateral to ensure optimal business processes are in place and used to drive a high standard of customer servicing including the processing of funding applications, bank account opening applications, customer service requests and transaction processing
• Assess employee and team tooling and training requirements and support role specific recommendations aimed at driving optimal employee productivity
• Operations reporting: Document and share timely and accurate reports that indicate areas of business non-performance, business risk and service issues
• Develop, document, implement and monitor processes that drive operational efficiency and effectiveness (i.e. that deliver on our customer promises, create a productive and happy workforce and meet business monetization and cost control goals)
• Ensure training material to support processes is accessible and accurate
• Project Management: Ownership and management of projects or initiatives required to meet the above responsibilities inclusive of developing businesses cases, defining business requirements, assisting with implementation, setting quality standards and measuring ongoing performance
• The ability to gather requirements, map business processes and design process improvements in a clear, actionable format that can be used to communicate with the team and drive operational effectiveness.
• Work cross-collaboratively with the operations teams to iteratively and quickly deliver business improvements (process, tools, workforce.) that accomplish pre-defined goals
• Quality Assurance: Identify, prioritize, and resolve business process quality issues across teams, platforms and vendors
• Fluency with data: Use data to generate actionable insights, to leverage those insights to achieve goals and to connect those quantified goals to meaningful outcomes for the business
• Voice of employees: Leverage employee feedback in the form of work observation, surveys, 1:1s and other forms of research to understand employee needs and “ways of working” to remove barriers and create new opportunities for process improvement and effectiveness
• Employee UX: Define requirements and influence UX designs that ensure our in-house tools and configurable partner platforms are easy to use and drive the most efficient and effective serving of customers
• Stakeholder Management: proactively identify stakeholders impacted by the Business Process Analyst’s area of ownership and to work with those stakeholders to factor their requirements into operations decisions
• Leverage senior managers and executives in the organization to help achieve goals, deliver meaningful business outcomes, and positively influence the strategic direction of the OA’s work

Requirements and experience:

• Grade 12/Matric achieved
• Business Analysis/Process Analysis qualification
• Minimum 2 years experience in similar role essential
• Process documentation creation experience essential
• Experience with developing and implementing standard operating procedures

Please note that all appointments are subject to our background checking process, which may include Credit, Criminal and any other job inherent checks