Role Purpose
The Senior Operational Governance Manager is responsible to systemically improve all Liquid Intelligent Technologies South African business operations and simultaneously ensure compliance with internationally recognised business process governance and operating standards. This role owns the process governance framework and strategy execution, including business process management (BPM), ISO certification requirements, quality standards, and customer compliance questionnaires. The Process Governance Manager works cross-functionally to ensure processes are clearly defined, adopted, measured, and continuously improved to support an excellent customer experience and strong operational performance.
Role Description
Establish and Maintain the Liquid Intelligent Technologies Business Process Management and Operating Model/Organisational Design meta-model, architecture, governance and delivery framework and policy for continuous, agile business process improvement, re-engineering, and standardisation. Support the development, implementation, monitoring and performance of end-to-end processes for all Liquid Intelligent Technologies business operations across the operating model and value chain. Further ensure the highest levels of efficiency, customer experience and operational optimisation using the ‘LIT Operating Conditions’ model and framework. Direct the development, implementation and maintenance of all Company Policies, Processes and Procedures (PPP) to ensure alignment to Operational strategies to embed and assure effective and productive business operations.
Ensure these are compliant with appropriate international standards and relevant regulations and reporting.Define, align implement and maintain the Business Process Management governance framework, strategy, calendar and forums in line with ISO standards and approved policies to assure.integrated and effective Policy, Process and Procedure development change management and implementation across all business operations.Embed a systemic culture of business operational continuous improvement with all business Chiefs and management. Ensure the collaboration, understanding and adoption of updated and improved business performance standards. Align PPP with system and role-based performance standards and contracts internally and externally as required.Ensure the definition, adoption, and appropriate utilisation of an integrated and effective Document Management System (DMS) for reference, performance management, learning and development and all enhanced performance and problem-solving matters. To be compliant with relevant international benchmarking practices and auditable standards.
Ensure the continuous improvement of business operations in line with all relevant ISO certifications and audit routines. Consolidate all ISO certifications into a single point of contact and Integrated Management System (ISO IMS). Establish and direct the integrated business process re-engineering and (ISO) standards governance framework and forums. Ensure integrated process design, changes and impacts are coordinated and approved within relevant frameworks, standards, and constraints. Manage and resolve all non-conformances and opportunities for improvement with business leadership in line with ISO standards and reports.Ensure the Company defines, adopts and adequately utilises an integrated and effective Document Management System (DMS) for reference, performance management, learning and development and all enhanced performance and problem-solving matters.Maintain evidence, controls, and documentation required for certification and audits. Prepare employees for external auditors and ensure relevant evidence will be available for presentation.Ensure appropriate awareness, upskilling and performance management of leadership (Exco) to successfully implement and apply an ISO based culture of continuous improvement and performance delivery.Responsible for IMS clauses across all standards being certified in.
Govern the end-to-end process for responding to customer compliance questionnaires (e.g. DDQs, RFIs, security and risk questionnaires). Ensure responses are accurate, consistent, approved, and delivered within agreed SLAs.Maintain a central repository of standard responses and supporting evidence.Reduce customer escalations through improved clarity, speed, and consistency.Govern end-to-end customer specific operational process complaints and resolution processes
Identify process gaps and inefficiencies that impact customer satisfaction.Drive improvements that reduce customer effort, delays, and rework.Partner with Pre-Sales, Sales, Finance, Customer experience team and Operations to align processes to customer needs.
Bachelors Degree in Engineering:Desirable
ISO Audit Certifications:Essential
Certification in Business or Project Management fundamentals:Desirable
10yrs Integrated Enterprise Business Process Management and Reengineering:Desirable
5yrs ISO Audit and Compliance:Desirable
10yrs Business Operating Model Design & Implementation:Desirable
10yrs Organisational Change Management: Desirable
10yrs Meta Model (Theory of Constraints, Six Sigma, Lean): Desirable
All Appointments are subject to the Labour Legislation in the respective country.
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