Group Business Process Manager – BI Operations

About this role

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.