Senior Manager – Business Excellence

Job Purpose

The Senior Manager – Business Excellence is responsible for driving the Group’s Business Excellence Framework, ensuring effective governance, policy management, and process architecture across all subsidiaries.

The role leads end-to‑end process transformation and continuous improvement initiatives, partnering with business and Digital & Technology teams to deliver AI-enabled and data-driven operational improvements. It also ensures compliance with governance standards, enhances organisational performance through KPI monitoring, and builds a culture of operational excellence, capability development, and innovation across the Group.

Governance, Policy & Framework Stewardship

• Develop, maintain, and continuously improve the Business Excellence Framework to drive the adoption of quality management systems across the Group and its subsidiaries, including the corporate governance framework, policies, and process architecture.
• Act as the custodian of all Group policies, standards, governance frameworks, Delegation of Authority (DoA), processes, methodologies, and tools (including ARIS).
• Serve as a trusted advisor to Divisions and Segments in the development and improvement of policies, processes, Standard Operating Procedures (SOPs), and SLA frameworks.
• Ensure all governance documentation is current, accessible, and aligned with regulatory requirements, organisational strategy, and best practice standards.

Process Transformation

• Lead the identification, assessment, and prioritisation of process transformation across business functions, with a focus on processes that are high-volume, rule-based, or data-intensive.
• Develop and maintain a Group-wide process transformation use case pipeline — working collaboratively with business units to surface transformation opportunities and translating them into structured problem statements and solution briefs.
• Partner closely with the Digital & Technology (D&T) function to co-design, pilot, and scale AI-powered process transformation, ensuring business requirements are clearly defined and outcomes are measurable.
• Drive the end-to‑end delivery of process transformation initiatives from discovery and design through to implementation and adoption, bridging the gap between business needs and technology execution.

Continuous Improvement & Performance

• Lead and support continuous improvement initiatives across departments, involving employees in process optimisation and enhancing organisational effectiveness.
• Ensure regular monitoring and reporting on process‑specific KPIs and targets to drive compliance, performance, and improvement.
• Establish and execute a programme of stakeholder surveys to gain insights, analyse data, and implement improvements based on feedback.
• Develop and deliver training programmes to equip employees with the skills needed to drive continuous improvement, adopt new tools, and sustain business excellence — including building foundational AI literacy across the organisation.

Stakeholder Engagement & Recognition

• Develop and maintain strong relationships with external partners, vendors, and service providers to support Group operations and stay abreast of industry developments.
• Develop and implement a programme to recognise and reward external achievements and best practice benchmarking.

• Bachelor’s degree in Business, Engineering, Information Systems, or related field (Master’s preferred)
• 8–12 years’ experience in business excellence, process transformation, or operational strategy
• Proven experience in process transformation and digital technologies (AI, RPA, GenAI, process mining)
• Strong exposure to governance frameworks, ISO standards, policy management, and DoA structures
• Lean Six Sigma Green Belt (or higher) or equivalent certification preferred

• Strong strategic thinking with execution focus
• Advanced analytical and problem‑solving capability
• Excellent communication and stakeholder influence skills
• Experience in cross‑functional and digital transformation environments
• Ability to translate complex technical concepts into business outcomes
• Strong change management and transformation leadership capability
• Comfortable working in ambiguity with strong systems thinking mindset