Business Process Analyst - Cape TownFull job descriptionWHAT WE DOWe're Lula. We build innovative fintech products to help SMEs make cash flow. From instant access to funding to all-in-one business banking accounts and cutting-edge financial analysis tools, we're on it!Our purpose is to help SMEs manage their business better, faster, simpler, Lula, so they can spend more time doing what they love.Speaking of love, we're looking for Lulas who love to make a difference to join our team and change the game.WHY WE DO ITWe care about our family, our work, our community, our country.We're passionate about EMPOWERING EVERY SME TO SUCCEED.And to do it, we're BUILDING THE NEXT GENERATION OF FINTECH PRODUCTS TO HELP SMES MAKE CASH FLOW.Why? Because the more businesses that succeed, the more jobs, money, and opportunities for all South Africans - including Y.O.U.So get curious.Rise to the challenge.Don't settle for average.Shoot for amazing.We're here to change the game, the norm, the world,Because when we change something for the better, we change ourselves too.You are.We are.Lula OUR VALUESCollaborative - we're a clan and work together as a team, always towards a common goalCommitted - we're accountable and follow through no matter the challengeCurious - we look for better ways to do things and make a positive differenceConnected - we stay close to, learn from and look to understand each other and our customersCompassionate - we go out of our way to care about our colleagues, our customers and our community We are looking for a collaborative mid-level Business Process Analyst to support our Operations Managers by ensuring our operations teams (CX, Sales, Credit and Finance) have the tools, documented processes and training in place to support and facilitate smooth and seamless internal operations that will give our teams every chance to keep our promises to customers and succeed. OVERALL PURPOSEProcess Documentation: Working closely with allocated Subject Matter Expert/s to document process changes in a standardized and appropriate manner.Subject Matter Expert Support: Support Subject Matter Experts with the effective execution and rollout of change projects.Customer servicing: Contribute towards the creation of documentation, process flows and other items that help drive a high standard of customer service. This ranges from funding application processing, bank account opening applications, customer service requests and transaction processing.Process tooling and training requirements: Assist with assessing employee and team tooling and training requirements and support specific recommendations aimed at driving optimal productivity.Operations reporting: Document and share timely and accurate reports provided by Data Scientists and Analysts with key stakeholders so that they are aware of areas of business non-performance, business risk and service issues.Process control: Document, implement and monitor processes that drive operational efficiency and effectiveness (i.e. that deliver on our customer promises, enable a productive workforce and meet business monetisation and cost control goals)Ensure training material to support processes is accessible and accurateProject Management Support and coordination of projects or initiatives required to meet the above responsibilities inclusive of developing businesses cases, defining business requirements, assisting with implementation, setting quality standards and measuring ongoing performance COMPETENCIES WE ARE LOOKING FOR Requirements gathering and specification :The ability to identify and gather requirements from key stakeholders, map business processes and design process improvements in a clear, actionable format that can be used to communicate with the team and drive operational effectiveness.Initiative implementation and delivery : The ability to build strong relationships and work cross-collaboratively with the operations teams to iteratively and quickly deliver business improvements (process, tools, workforce ,etc.) that accomplish pre-defined goals.Quality Assurance : The ability to proactively identify, prioritize, and resolve business process quality issues across teams, platforms and vendors.Deriving insights from data: The ability to use data to generate actionable insights, to leverage those insights to achieve goals and to connect those quantified goals to meaningful outcomes for the business.Voice of employees: The ability to leverage employee feedback in the form of work observation, surveys, 1:1s and other forms of research to understand employee needs and “ways of working” to remove barriers and create new opportunities for process improvement and effectiveness.Employee UX : The ability to define requirements and influence UX designs that ensure our in-house tools and configurable partner platforms are easy to use and drive the most efficient and effective serving of customers. MINIMUM REQUIREMENTSGrade 12 or equivalentMinimum 2-3 years mid-level experience in similar role essentialProcess Documentation creation experience essentialExperience with developing and implementing standard operating proceduresExperience with managing stakeholders from various areas of the businessProactive self starter who is not afraid of a challenge
