Business Process Optimisation

SUMMARY:
Business Process Optimisation

POSITION INFO:

1. SCOPE OF WORK

1.1.         The Overall Objective of the Statement of Work shall be as follows:

With the establishment of BPO: Business Process Optimisation function in the Enterprise Business Unit structure, there is now a business area that can start to look at the process engineering/optimisation capability extensively in alignment to the BRIGHT strategy for ‘Better Customer Experience’, ‘Returns to Efficiency’ and increase our Net Promoter Score (NPS) through removing operational inefficiencies because of process issues.

This document will define the scope of work to inherently support MTN SA’s intent to resolve business process and system inefficiencies. BPO forms part of the greater capability where key elements include the products and services offered to MTN SA external customers, the people that perform structured activities, processes, tools and content are drivers to enable the core strategy.

To fulfil the mandate for the BPO team, we are requesting request the services of Senior Business analysts to support the Enterprise Business Unit (EBU)’s turnaround strategy to ‘fix the basics’ and ensure that EBU can be run in a feasible and sustainable manner, that ultimately benefits the business and promotes continuous improvement through process and system optimisation. The initiatives will be business led and will seek to identify process and systems gaps, recommend solutions that either consist of a future-proof process change or system enhancement.

This task would require a skilled Senior Process Engineer/Process Management Consultant with the following skill-set:

• Minimum 4-year degree in relevant discipline
• Minimum 5-years’ experience in Business Analysis and Process Engineering
• Minimum 5-years’ experience in a Telco environment
• Process and systems documentation experience
• Project Management experience
• ITIL Service Management (preferred) that would need to engage with the respective departments to fulfil this scope
• Understanding the needs of multiple senior level stakeholders
• Sound general IT knowledge

1.2.         The following are the key assumptions for this Statement of Work:

1.2.1.             The vendor/supplier can fulfil the required services within the stipulated duration of engagement. 

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