Position Objective:

Define and translate business needs into clear and accurate user requirements for all digital enhancements, new products, and system-related issues within Operations.
Oversee the User Acceptance Testing (UAT) process to ensure solutions are validated, fitforpurpose, and ready for deployment.
Lead big-scale digital and process improvement projects, ensuring smooth execution and timely delivery within the Operations Division.
Improve and standardize operational processes by identifying gaps, simplifying workflows, and driving consistent digital practices across channels.

Roles and Responsibilities:

Requirements Management

Lead the gathering, validation, and documentation of user requirements for digital enhancements, new products, and system-related issues within the Operations Division.
Ensure requirements are clear, accurate, prioritized, and aligned to business objectives.

UAT Governance & Execution

Oversee end to end User Acceptance Testing (UAT), including planning, test scenario development, coordination of testers, defect management, and sign off.
Ensure delivery of high-quality, fully validated solutions that meet operational needs.

Digital Project & Change Delivery

Lead big-scale transformation initiatives involving system changes, workflow automation, and process improvements.
Manage project timelines, risks, resources, and stakeholder expectations to ensure successful delivery.

Process Improvement & Standardization

Analyze existing operational processes, identify inefficiencies, and propose improvements to enhance efficiency, accuracy, and scalability.
Drive process harmonization across channels to ensure consistency and a unified operating model.

Stakeholder Engagement & Collaboration

Work closely with Operations teams, Product, IT, vendors, and other stakeholders to ensure smooth coordination and issue resolution.
Act as the key liaison between Operations and Digital/Technology teams.

Operational Problem-Solving

Support resolution of production issues by providing analysis, clarifying requirements, and coordinating digital fixes.
Ensure sustainable solutions that prevent repeat incidents.

Transformation Leadership

Contribute to the Operations Transformation roadmap, introducing digital opportunities and process innovations.
Provide thought leadership, coaching, and guidance to team members and stakeholders.

Change Management Leadership

Act as a change champion to strengthen readiness for operational transformation.
Partner with HR, Communications, and Business Leads to deliver change interventions and support business transition.
Develop materials such as change impact assessments, communications, SOP updates, and training content

Minimum Job Requirements:

Education

Bachelor's degree in Business, Operations Management, Information Systems, or related field.
(Preferred) Master's degree or relevant professional certification (e.g., PMP, Lean Six Sigma).

Experience

Minimum 8–10 years of working experience in Operations, Digital Transformation, Process Improvement, or related fields.
Proven experience in managing system enhancements, writing user requirements, and coordinating with IT/digital teams.
Strong experience in User Acceptance Testing (UAT) management and defect handling.
Demonstrated ability to lead small to midscale projects from planning to execution.
Experience in process optimisation, workflow redesign, or automation initiatives.

Skills & Competencies

Strong analytical, problemsolving, and business process mapping skills.
Good project management capabilities, including planning, stakeholder engagement, and risk management.
Excellent communication skills with the ability to translate business needs into clear system requirements.
Familiarity with digital tools, workflow systems, and operational platforms.
Ability to work crossfunctionally and influence without authority.
Strong attention to detail, with the ability to manage multiple tasks simultaneously.

Other Requirements

Senior Manager, Business Analyst (Transformation & Change Management)