Taking direction from the Global Customer Care Manager, the Business Process Analyst’s main purpose is to assist in the design, development, implementation and documentation of the business process standards for different value streams (Quote, Order, Projects, Service).
Duty 1 : Documented Information Management
Communicates to all relevant stakeholders any update on the documented information through various channels (e.g. Bulletin, SharePoint, Maven).
Maintains the master list of documented information (e.g. procedures, forms, templates, manuals, articles, external documented information, etc.
for completeness and accuracy.
Updates an existing Documented Information related documents and processes (e.g. procedures, forms, templates, manuals, articles, external documented information, etc.
based on the documentation guidelines
e.g. identification, description, format).
Creates a new Documented Information related documents and processes (e.g. procedures, forms,templates, manuals, articles, external documented information, etc.
based on the documentation guidelines (e.g. identification, description, format).
Conducts regular reviews with the relevant stakeholders and Operations Representatives of the Documented Information Management based on the global and local procedure.
Duty 2 : Process and Internal Quality Audit
Defines the audit criteria and scope for each audit based on Quality Audit Methodology.
Prepares and sends the audit notice to the process owners based on the approved audit plan.
Evaluates and Qualifies auditors who will conduct audits to ensure objectivity and impartiality of the audit process.
Conducts process audit based on the QMS methodology.
Initiates, documents and report non-conformances raised by internal quality auditors during the audit to relevant management.
Analyzes all the audit findings to determine improvement opportunities and present analysis to the Sr. Leadership through the Management Review meetings.
Duty 3 : Continuous Improvement and Innovation
Identifies continuous improvement project ideas.
Gathers, Analyzes and documents the Continuous Improvement Project as part of the Knowledge Management and best practice sharing.
Reviews the objective in comparison to the actual output.
Facilitates the lesson learned collaboration with the projects team.
Records and reviews / assesses the improvement / innovation raised by the business unit.
Validates and tracks if the business unit action plan adequately addresses the situation and can lead to successful results through project milestone and gate reviews.
Leads a team in handling a Continuous Improvement Project (Mile Deep and Mile Wide) using a problem solving methodology.
Duty 4 : Metrics, Reporting and Analytics
Extracts / generates quantitative information from databases using standard queries.
Conducts research to gather qualitative information (competitive product information, industry trends, check product specifications) from internal & external sources that will be used for analysis.
Formats extracted data based on expected report output (multiple data formatting requirements).
Combines extracted data from multiple resources using automated tools (excel, macro, database).
Categorizes and segments extracted data using tools to convert data to information relevant to the report (excel, macro, database).
Calculates data using available fields within the gathered information. (statistics).
Analyzes gathered information & data using descriptive analytics (basic mathematics & comparative analysis).
Analyzes gathered information & data using diagnostic analytics (root cause analysis, gap analysis).
Creates reports based on standard templates.
Conceptualizes report design contents and methodologies based from gathered data and / or analysis for static or dynamic reports.
Requirements Education : University graduate
Job Related Experience :
At least 2 years related experience in Quality Assurance, Process Audit, Quality Management System (ISO 9001), Continuous Improvement, Business Process Improvement, Process Engineering and Documented
Specific Knowledge :
Knowledge of quality tools and techniques (TQM, ISO 9001, CMMI, Six Sigma, ITIL or similar).
Knowledge of basic to intermediate statistics, statistical process control and quality management theories.
High competence in usage of MS Outlook and MS Office applications
Demonstrated systems and process knowledge. Able to conduct process audits.
Knowledge in various software applications such as : SharePoint, MS Access
Strong knowledge in project management
Strong knowledge of process mapping, value chain mapping, value stream mapping and documentation
Strong analytical and reasoning skills
Strong communication skills (oral & written)
Strong meeting facilitation and presentation skills
Ability to work effectively across language and cultural barriers
People and results-oriented
Ability to work with several levels within an organization, from frontline up to senior management.
A team player, with a positive attitude
Excellent time management
A strong desire to lead and a generally positive outlook in life