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, fit‑for‑purpose, 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 mid‑scale projects from planning to execution.
- Experience in process optimisation, workflow redesign, or automation initiatives.
Skills & Competencies
- Strong analytical, problem‑solving, 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 cross‑functionally and influence without authority.
- Strong attention to detail, with the ability to manage multiple tasks simultaneously.
Other Requirements
- Ability to work in a fast‑paced environment with shifting priorities.
- A continuous improvement mindset and strong drive for operational excellence.
