Job Description

THE JOB AT A GLANCE

As the Continuous Improvement Engineer, your will report into the Process and Systems Manager. This is a key strategic role that is responsible for accelerating Business Process Automation (BPA), operational excellence, world-class operations and an unparalleled customer experience within RMA. As the organization enters the Business of Significance (BOS) Exponential Phase, this role will be instrumental in ensuring scalability, efficiency, and process maturity to support RMA's rapid growth and evolving strategic priorities.





The BOS Exponential phase demands future-proofing business operations for sustainability while embedding continuous improvement practices into RMA's culture through the ISO 9001 Quality Management System (QMS) principles.





You will lead enterprise-wide process transformation and optimization initiatives, ensuring that business operations are streamlined, standardized and digitally enabled. By leveraging Lean Six Sigma, Intelligent Automation (IA) and other emerging technologies, your role will drive efficiency gains, reduce operational bottlenecks, and enhance overall service delivery through automation.





As RMA's business scales exponentially, you will work closely with cross-functional teams, senior leadership, and technology partners to proactively identify inefficiencies, implement targeted improvements, and ensure measurable performance enhancements.

WHAT WILL YOU DO?

Business Process Analysis and Optimization

Analyse Processes:

Identify and assess business processes that can be automated to improve efficiency and reduce errors Conduct detailed analysis of current business processes using data-driven methodologies Identify inefficiencies, bottlenecks, and areas of high cost or risk Develop process maps and models to visualize and understand end-to-end workflows Interact with product and business owners to conduct business process needs analysis to understand As-Is process requirements, inputs, handoffs, and outputs of the processes. Analyze the As-Is processes and create proposed To-Be processes using RMA's approved mapping standards (BPMN) Facilitate process design workshops with participants/stakeholders from processing areas and process owners Recommend and implement process improvement strategies, leveraging best practices and industry standards.

Conduct Comprehensive Process Assessments:

Perform detailed assessments of existing processes across various departments to identify inefficiencies, bottlenecks, and redundant activities Utilize process mapping techniques to visualize current workflows and pinpoint areas for improvement Conduct work measurement: Follow the process through GEMBA and provide gap analysis Where applicable, conduct Value Stream mapping study to follow the process end to end and measure value adding and non-value adding activities to create future state Conduct time and motion studies to set standard for operations and also be used for Service Level Agreement measure.

Develop Process Improvement Strategies:

Formulate strategies to streamline processes, reduce costs, enhance quality, and improve customer satisfaction Apply Lean, Six Sigma, and other process improvement methodologies to develop actionable plans.

Implement Process Changes:

Interact with Business and Quality Assurance to ensure that new process amendment have incorporated all quality control points and to ensure that all regulatory, compliance and operational risk control elements are incorporated and highlighted Lead the implementation of approved process changes, ensuring minimal disruption to operations Monitor and evaluate the impact of changes to ensure they deliver the desired outcomes.

Problem-Solving and Root Cause Analysis

Identify root causes of process inefficiencies and recommend automation solutions Troubleshoot and resolve issues in automated workflows to minimize downtime Develop contingency plans to address potential failures in automated processes Use data analytics and performance reports to drive continuous improvement Create and maintain comprehensive documentation for all business processes, including workflows, procedures, and policies Act as Subject Matter Expert on the Business Process Automation content of the manuals, repetitive processes, and procedures by providing information to business units to clarify requirements Create and maintain detailed documentation for automated workflows, integrations, and system dependencies Continually identify gaps in the processes and documentation available for each part of the business area's service offering and create action plans with business owners to address the automation gaps.

Process Performance Monitoring and Reporting

Establish key performance indicators (KPIs) and metrics to measure the effectiveness of process automation Monitor process performance and conduct regular process automation audits to ensure compliance and efficiency Generate reports and dashboards to provide insights and recommendations to senior management Monitor and report on key outputs such as cycle time reduction, cost savings, process consistency, and customer satisfaction improvements Track success measures including ROI, time savings, error reduction, employee productivity, customer satisfaction, and system uptime Define and maintain performance metrics and KPIs to measure the effectiveness and ROI of automation initiatives Implement continuous improvement methodologies based on data and insights from automation performance Perform business impact analysis in liaison with line managers on any change that is imposed on current operational environment Liaise with appropriate stakeholders to identify, assess, and document business process requirements Identify options for potential solutions and assess them for both technical and business suitability Recommend solutions that enable the organization to achieve its goals through the interpretation of technology, business processes and opportunities in the context of the technical and business requirements.

Business Process Automation (BPA) and Technology Integration

Process Automation design & implementation:

Identify and analyze manual and inefficient business processes suitable for automation Develop process automation solutions using BPA tools, such as workflow automation software, robotic process automation (RPA), and business rules engines Design, develop, and implement RPA solutions using tools such as UiPath, Blue Prism, or Automation Anywhere to automate repetitive tasks and manual processes Design Blue Prism / UiPath process solutions by standard design principles and conventions Design and configure automated workflows, ensuring that processes are streamlined, efficient, and error-free Analyse, design, test, prototype, and implement process enhancements; control and tuning of pre-built automation processes Recommend business process automation solutions, designing, modifying, and overseeing the flow of processes to guarantee maximum output with minimum defects Performing Proof of Concepts for feasibility analysis for the proposed automated solution Conduct testing and debugging of BPA solutions to ensure accuracy and reliability.

Monitoring & Optimization:

Continuously monitor automated processes to ensure they function as expected and resolve any issues that arise Conduct root cause analysis for any failures and optimize workflows to ensure peak performance Use data analytics and feedback loops to optimize automation systems for better results Assess and recommend technology solutions to automate and enhance business processes Collaborate with IT teams to design and implement technology-driven process improvements

Collaboration with Cross-Functional Teams:

Work closely with stakeholders to understand requirements and ensure alignment with business objectives Ensure seamless integration of new technologies with existing systems and processes Facilitate the collection and documentation of solution design requirements.

Project Management

Initiate and Plan Projects:

Define project scopes, objectives, and deliverables in alignment with organizational goals for automation initiatives Develop detailed project plans, including timelines, resource allocation, and risk management strategies.

Execute and Monitor Projects:

Strong project management skills with the ability to manage multiple automation projects simultaneously Knowledge of Agile, Scrum, or other project management methodologies Ability to set project timelines, deliverables, and communicate progress effectively Coordinate with cross-functional teams to execute project tasks efficiently Provide project process support during the design and implementation of transformational process change by managing impact to interfaced processes and business operations Assist in the implementation of enhancements and improvement initiatives, ensuring inputs are provided to changes and reflected on process designs and all relevant supporting documentation Provide guidance in terms of process standards, tools, and methodology to external stakeholders or consultants during projects and initiatives where process mapping will be conducted Support project teams to perform change impact analysis, mapping of process designs, and monitoring progress against project plans Track and report project progress, identifying risks, roadblocks, and mitigation strategies. Ensure that automation projects are delivered on time, within budget, and meet quality standards.

Close and Review Projects:

Conduct post-implementation reviews to assess the success of process automation initiatives Maintain documentation on project status, lessons learned, and best practices for future automation initiatives.

Training and Process Change Management

Manage Process Changes:

Develop training materials and programs to educate employees on new automated processes and tools Create user guides, training materials, and FAQs to facilitate the smooth adoption of automation solutions Conduct workshops and hands-on sessions for teams to ensure proper understanding and usage of automation technologies Lead change management initiatives to ensure smooth transition and adoption of process changes Provide ongoing support and coaching to teams to sustain improvements and foster a culture of continuous improvement Identify and mitigate risks associated with business processes Ensure that processes comply with regulatory requirements and industry standards Conduct regular reviews and updates of processes to maintain compliance and address emerging risks.

Develop Change Management Plans:

Create comprehensive change management plans to facilitate smooth transitions during process improvement initiatives Communicate change impacts effectively to all affected parties and provide necessary support.

Monitor Change Adoption:

Track and measure the adoption of new processes and practices Address resistance to change and provide additional training or support as needed.

Data Analytics and Reporting

Collect and Analyze Data:

Track and report on automation KPIs, cost savings, and efficiency improvements Collect and analyze data from automated workflows to measure efficiency, cost savings, and impact Maintain an up-to-date repository of automation scripts, workflows, and related documentation Gather data on process performance using various data collection methods, including surveys, interviews, and system reports Perform quantitative and qualitative analysis to identify trends, patterns, and root causes of operational inefficiencies.

Develop Metrics and KPIs:

Establish key performance indicators (KPIs) to measure the effectiveness of process improvements Create and maintain dashboards and reports to track and communicate process metrics Use predictive analytics and machine learning models to identify trends and optimize automation strategies Provide insights to management on process performance and recommend further automation opportunities Ensure data accuracy and integrity in reporting automation results.

Present Findings and Recommendations:

Prepare and deliver presentations to senior management, highlighting key findings and actionable recommendations Use data visualizations to clearly communicate complex information Use appropriate templates and channels to report on progress on a weekly and monthly basis, in line with the Quality Management Governance and reporting structures in place Adhere to reporting deadlines and ensure accuracy and quality.

WHAT WILL YOU GET IN RETURN?

We offer great opportunities for personal and professional development in a stable company that is 130 years strong. The role comes with a competitive salary package and various benefits. Furthermore, you will be part of a dedicated group of colleagues who value teamwork and collaboration.

Turnaround time

The shortlisting process will only start once the advert due date has been reached. The time taken to complete this process will depend on how far you progress within the recruitment process and the availability of our managers. Kindly note that should you not receive a response within 21 days, please consider your application unsuccessful.

Closing date: 4th September 2025

Our Commitment to transformation:

In accordance with the employment equity plan of Rand Mutual Assurance and its employment equity goals and targets, preference may be given, but is not limited, to candidates from under-represented designated groups.

WHAT YOU'LL BRING TO THE TABLE?

Minimum qualifications

Bachelor's degree in industrial engineering, Operations Management, or a related field Lean Six Sigma Green/Black Belt certification (or equivalent) is required 5-8 years of experience in business process improvement, automation, and operational excellence roles, preferably in the insurance or financial services industry Strong expertise in process mapping tools (e.g., ARIS, Visio) and other continuous improvement frameworks RPA certifications (e.g. UiPath Certified RPA Developer, Blue Prism Developer Certification) Business Analysis training is advantageous Proven experience in business process analysis and process improvement within the insurance industry or a related field Minimum of 5 - 7 years relevant work experience in Business Process Management; Process Modelling, Process Analysis and Improvement, or a related role Minimum 5 years hands-on Working knowledge of process improvement methodologies and techniques such as Lean Six Sigma, DMAIC, Kaizen, Gemba, TQM, ISO 9001 Quality Management System and related Hands-on experience with Business Process Automation (BPA), Robotic Process Automation (RPA), and AI-driven solutions Significant experience in the development and implementation of IA solutions and experience in working with the RPA tools such as UiPath, BluePrism and/or Power Automate Experience with Java, SQL, VB, C# and Python for automation, data processing, or system integration Support in implementing intelligent automation solutions to unlock efficiencies in manual business processes Proficiency in UiPath Orchestrator and advanced RPA development techniques (e.g., exception handling, scheduling, and unattended bots) Strong communication and collaboration skills to work effectively with various stakeholders Experience integrating REST APIs and working with web services in RPA workflows. Strong understanding of SDLC and version control systems Hands-on experience with database integration (e.g., SQL, MongoDB) Familiarity with Agile/Scrum methodologies Documentation of processes using Business Process Model Notation (BPMN) Familiarity and competency with process mapping, data analytics, and visualization tools such as Microsoft suite, MS Visio, MiniTab, PowerBI and ARIS Experience in the implementation of improvement initiatives across Business units and benefit realization tracking Added advantage - Business Architecture, TOGAF, Process Automation, or any other modelling tool.

Technical Proficiency

Proficiency in BPA tools and technologies (e.g., UiPath, Automation Anywhere, Blue Prism, Microsoft Power Automate, etc.) Strong understanding of process analysis, business process reengineering (BPR), and optimization techniques Knowledge of programming languages (e.g., Python, JavaScript, SQL) is an advantage Familiarity with systems integration and cloud-based platforms (e.g., AWS, Microsoft Azure) Familiarity with BPM modeling tools such as MS Visio, ARIS and similar software Advanced skills in Microsoft Excel, including the use of formulas, pivot tables, and data visualization techniques tools (e.g., Power BI, Tableau) Proficiency in data analysis and reporting tools such as SQL, Power BI, Tableau, or similar software Proficiency in project management software such as Microsoft Project, Asana, Trello, or similar tools Experience with statistical software such as Minitab and SPSS for data analysis and process improvement Familiarity with change management frameworks and tools such as ADKAR, Prosci, or similar methodologies Familiarity with robotic process automation (RPA) principles and proven application experience Experience with CRM systems such as Salesforce, Microsoft Dynamics, or similar platforms.

General Skills Required

Strong analytical skills and experience with data analysis tools (e.g., Excel, Minitab) Solid understanding of Lean, Six Sigma, and other process improvement methodologies Project management skills, including planning, execution, and reporting Effective communication and interpersonal skills for collaboration with cross-functional teams Ability to foster a culture of continuous improvement across various levels of the organization Ability to create detailed process maps, flowcharts, and diagrams to visualize workflows; with supporting Standard Operating Procedures (SOP) Expertise in documenting current state (As-Is) and future state (To-Be) processes Strong analytical skills to interpret data, extract meaningful insights, with the ability to interpret complex data and make data-driven decisions Ability to develop and maintain dashboards and reports to track key performance indicators (KPIs) and metrics Understanding of BPM principles and methodologies and application Ability to design, analyse, and optimize business processes to improve efficiency and effectiveness Proficiency in applying Lean Six Sigma tools and techniques for process improvement Experience in leading and executing Lean Six Sigma projects Strong project management skills, including project planning, execution, monitoring, and closure. Ability to manage multiple projects and deadlines Ability to manage multiple projects simultaneously and deliver results within deadlines Ability to perform statistical analysis to identify trends, patterns, and root causes of process inefficiencies Proficiency in using statistical methods for hypothesis testing and process optimization Strong understanding of change management principles and practices Ability to develop and execute change management plans to ensure successful adoption of process improvements Ability to identify opportunities for automation and implement RPA solutions to streamline processes Understanding of the impact of automation on business processes and workforce dynamics Ability to analyse and optimize customer-facing processes within a CRM environment * Understanding of CRM data and its role in enhancing customer experience and operational efficiency.