Specialist - Business Excellence & PMO

About the role

The Specialist – Business Excellence & PMO will drive process optimisation, performance management and customer‑centric improvement programmes across the organisation. Working closely with business units and the Project Management Office, the role ensures that standard operating procedures are robust, projects stay on track and continuous improvement is embedded in daily operations.

Key responsibilities

• Analyse end‑to‑end business processes to identify waste, efficiency gains and service‑quality enhancements.
• Design, draft and maintain Standard Operating Procedures (SOPs) in collaboration with stakeholders.
• Evaluate customer feedback, journey data and service metrics to propose and support customer‑centric initiatives.
• Monitor assigned business‑excellence and transformation projects, ensuring adherence to scope, timelines and governance.
• Maintain the project portfolio repository, tracking schedules, resources and key risks for senior‑level visibility.
• Contribute to departmental workforce planning based on workload analysis and forecast trends.

Required profile

• Minimum 5 years of experience in business‑process excellence, process optimisation or PMO environments.
• Proven ability to develop and enforce SOPs and governance frameworks.
• Strong analytical mindset with a focus on customer experience improvement.
• Experience managing project portfolios and reporting progress to senior leadership.

Required skills

• Process Performance Management
• Project Management
• Process Optimization
• Service Performance Metrics
• Customer‑Centric Improvement Programs