Group Business Process Manager - BI Operations

Job Description

Part of Group Operations, the Group Business Process Manager – BI Operations is responsible for driving the transformation, standardisation, governance and continuous improvement of Business Information operational processes across global operations.

The role works closely with BI Operations teams, regional BI teams, Data, Product, Business Technology, Sales Operations and other key stakeholders to identify opportunities for simplification, automation and improved performance.

Process Ownership, Governance & Optimisation

• Lead global initiatives to improve and simplify BI operational processes.
• Define and maintain standardised workflows, operating procedures, controls and best practices across BI Operations.
• Identify process gaps, unclear ownership and inefficient handoffs between Operations, Data, Product, BT and business stakeholders.
• Establish clear process governance, including roles and responsibilities, escalation paths and operational controls.
• Partner with regional and local teams to ensure consistent implementation of global processes while considering legitimate local requirements.
• Promote scalable operating models that minimise unnecessary manual activities and operational complexity.

Performance & Productivity

• Define, monitor and continuously enhance BI Operations KPIs, SLAs and productivity metrics.
• Monitor volumes, workload, turnaround times, quality, backlog and operational performance.
• Identify bottlenecks, recurring issues and capacity constraints through data-driven analysis.
• Develop performance insights that support operational and management decision-making.
• Drive continuous improvement initiatives aimed at increasing productivity, quality and delivery reliability.
• Support workload and capacity planning by improving visibility of expected and incoming operational demand.

Operational Excellence & Controls

• Identify operational risks and implement preventive and detective controls where appropriate.
• Ensure processes include adequate quality controls and clear accountability.
• Analyse recurring incidents and operational issues to identify root causes and implement sustainable corrective actions.
• Support audit, compliance and governance requirements related to BI operational activities.
• Promote continuous improvement principles and a strong operational excellence culture.

Stakeholder Engagement & Cross-functional Coordination

• Facilitate workshops and working groups to align stakeholders on processes, responsibilities and improvement priorities.
• Act as the interface between BI Operations and key stakeholders involved in BI processes and transformation initiatives.
• Coordinate with regional teams to understand operational requirements, pain points and improvement opportunities.
• Promote clear ownership between Operations and other functions to ensure activities are managed by the appropriate teams.
• Act as a change agent, supporting adoption of new processes, tools and ways of working.

Digital Transformation & Automation

• Identify and prioritise opportunities for automation, AI and workflow optimisation across BI Operations.
• Support initiatives using technologies such as RPA, Power Platform, AI agents and automated workflows.
• Partner with Product, Data and Technology teams to translate operational requirements into scalable digital solutions.
• Support testing, implementation and operational adoption of new tools and process enhancements.
• Measure the operational impact of automation initiatives in terms of productivity, quality, turnaround time and manual workload reduction.
• Promote the progressive transition from manual processing toward automated and exception-based operating models.

Process Documentation & Knowledge Management

• Maintain clear and up-to-date process documentation, operating procedures and governance frameworks.
• Ensure operational processes have clearly defined inputs, outputs, owners, stakeholders, controls and performance indicators.
• Support knowledge sharing and consistent application of processes across BI Operations teams.
• Contribute to training and change-management materials when new processes or tools are introduced.

Qualifications

• Bachelor / Master degree in Business, Economics, Engineering, IT, Data Management or a related field.
• 3+ years of experience in operations, process management, operational excellence or business transformation.
• Proven experience leading cross-functional process-improvement or transformation initiatives.
• Strong experience defining and monitoring operational KPIs and performance frameworks.
• Experience with process automation, workflow solutions, RPA, AI or similar digital transformation technologies is highly desirable.
• Experience working in international and cross-functional environments.
• Fluency in English; additional languages are an advantage.
• Experience in Business Information, data operations, financial services or credit insurance is advantageous.

• Core Competencies

• Business Process Management
• BI Operations & Business Information Processes
• Operational Excellence & Continuous Improvement
• KPI Definition & Performance Management
• Process Governance & Standardisation
• Operational Risk & Controls
• Productivity & Capacity Management
• Process Automation & Digital Transformation
• Change Management & Stakeholder Alignment
• Data-driven Problem Solving
• Cross-functional Process Design
• Strategic Thinking & Execution

• Soft Skills

• Strong analytical and problem-solving mindset
• Excellent communication and facilitation skills
• Ability to simplify complex operational topics
• Collaborative and inclusive leadership style
• Strong stakeholder-management and influencing skills
• Ability to challenge existing practices constructively
• Comfortable working across functions, countries and cultures
• High adaptability and resilience in a changing environment
• Proactive and results-driven attitude
• Strong customer and business orientation
• Ability to balance operational priorities with longer-term transformation objectives

Additional Information

What’s in it for you:

• The company will provide continuous support and guidance throughout your work;
• Hybrid work model;