Business Process Manager (SaaS)
Recruiter
Access Group
Listed on
9th April 2019
Location
Loughborough
Salary/Rate
£40000 - £45000
Salary Notes
Competitve
Type
Permanent
Start Date
2019-06-24
This job has now expired please search on the home page to find live IT Jobs.
Business Process ManagerJoin the Access Family and see how we make software ideas become a reality!
Our core value of Love work, Love life' has been central to our success and so we're looking for people to join us who share our passion for making things better every day, to help us become a UK top 10 Software company.
Are you ready for the challenge?
What are we all about?
At Access we love software and how technology never stays the same. It's this obsession that drives us to work closely across sectors to understand the business needs of our customers - from professional services to manufacturing to not for profits and more.
We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business. That's why over 1 million users and over 10,000 organisations rely on Access software to help their organisation thrive.
We are excited to move to the next phase of development of our Customers for Life Operations strategy, building a team of experts who are focused on providing the essential infrastructure to enable the Customer Success organisation to evolve, delivering many strategic initiatives to drive this transformation.
We are now looking to recruit several new roles to the existing CFL Operations team to support and deliver our exciting and aggressive transformation strategy.
The Role
A critical part of this role is to streamline, improve and ensure consistency in current processes and workflows delivered by the CFL organisation, whilst ensuring positive stakeholder engagement through documentation and delivery. This includes validating current processes, delivering improvements where necessary and building/implementing new processes where we currently have gaps. This is a standalone and hands-on' role that will require a can-do' mentality.
Success in this role will be measured through the deployment of a new process/QA system via production of clear process documentation, procedures, templates and guidelines. Ensuring processes are in control, with reportable metrics as well as identifying opportunities for continuous improvement is also key.
Day-to-day, you will:
- Define, implement and own the CFL Process & Quality Management System and ensure compliance across the CFL organisation
- Work with stakeholders to define CFL Operating model including SLAs and resourcing plans
- Ensure all agreed processes are documented, updated and easily accessible to all stakeholders
- Lead the formulation of quality procedures to ensure continuous improvement.
- Lead all business process formulation and continuous improvement, setting the direction and translating this into day to day process delivery.
- Executes strategic initiatives and process improvement by collaborating with cross-functional teams to deliver change.
- Provide change management for all CFL teams giving clear direction and solutions.
- All plans/deliverables focus on improving customer satisfaction and retention/churn reduction.
- Devise, lead and facilitate relevant training programs for team members to bring them up to required standards as determined by agreed processes
- Promote and lead awareness of the impact of good governance, change control and quality achievement across CFL
- Assist CFL Management in building a high-performance culture.
- Manage change control process across the CFL organisation.
- Collate and analyse performance data against defined parameters.
- Support CFL teams to drive process/QA improvements
- Continually benchmark processes, systems and approaches with Industry best practices e.g. ITIL
- Liaise with external bodies on agreed external accreditation processes
- Developing and reviewing performance metrics and delivery against SLAs to identify opportunities for improvement.
As a well-rounded Business Process Manager, your Skills and Experiences likely include:
- Significant experience in a Business/Operations Process/QA role ideally within a software organisation
- Experience in software applications (particularly SaaS applications) across various sectors
- Essential - Several years experience working in a Software Support/Operations Function within a Software Support organisation
- Ability to document processes and procedures
- Significant experience in process design / improvement
- Experience of defining processes for system automation/development
- Experience of working with Salesforce
- Experience of delivering processes into shared services models
- Strong use of Microsoft office applications, including ability to analyse data and create easy to use templates
- Senior stakeholder engagement and communication
- Process/Quality/continuous improvement qualification such as lean, six sigma
- Experience of working in a large, complex organization with extensive stakeholder management experience
What does Access offer you?
We are a growing software company and we deliver on what we say we do! We take the development of our people very seriously! We will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.
In addition to our standard benefits of 25 days holiday, a match contributory pension and healthcare you will get:
- A Competitive Salary
- Giving Back/Charity days
- Quarterly Socials
- 6 weeks Sabbaticals (after 6 years of service)
- The Access Group Big Break: our all-expenses paid holiday to Spain
Become part of our amazing Access family!
