Job Summary
Support the design, improvement and adoption of lead-to-cash processes across products, channels and operational teams. You will translate business needs into practical processes and system requirements, identify opportunities for automation, and help deliver process improvements that strengthen operational performance and customer experience.
The Day-to-Day Activities
Design and improve assigned lead-to-cash processes across products, acquisition channels and operational functions, including process variations, handovers, decision points, exceptions and escalation paths.
Analyse current processes and develop practical future ways of working that address operational issues and business requirements.
Document processes clearly in the central repository, so operational teams and new team members can perform them consistently.
Lead process discovery, requirements-gathering and validation workshops with operational stakeholders and subject matter experts.
Assess the impact of process changes on people, systems, data, controls and customer experience, and escalate decisions with significant cross-functional or company-wide impact.
Translate approved processes and operational needs into system requirements and configuration recommendations, including fields, workflows, validations, routing, service levels, user screens and reporting.
Maintain process-to-system mapping and configuration documentation, including dependencies, business rationale, review history and manual backup arrangements; identify gaps and recommend improvements.
Define requirements, process rules, user stories and acceptance criteria for system enhancements, and support testing, defect validation and readiness activities.
Identify opportunities to use AI and automation to improve manual, repetitive or time-consuming work, while ensuring appropriate human review, exception handling, escalation and performance monitoring.
Drive process adoption and compliance through practical controls, communications, training and knowledge transfer; investigate recurring issues and implement approved corrective actions.
Identify bottlenecks, rework, failure points, unnecessary handovers and control gaps; lead improvement initiatives, track implementation risks and dependencies, and measure the impact of changes.
Act as the internal contact for external consultants supporting process and system workstreams, coordinating inputs and workshops, reviewing deliverables, escalating risks, and ensuring knowledge is transferred to internal teams and documentation.