• Application Deadline:
• Position: Business Analyst, Strategic Operations


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience


• Location Lagos


• Job Field Data, Business Analysis and AI 
  

About Us

What You’ll Be Doing

• We are looking for a great problem solver, an excellent relationship builder, a project manager, and a process optimizer.


• The role is focused on process excellence to scale our operations.


• Review and re-imagine policies, processes and manage end-to-end projects and programs that involve conceptualization, design and technology implementation.

You’ll Own

Process Excellence

• Conduct time and motion diagnostics to explore opportunities of process redesign across Shared Services and Service Delivery workstreams


• Identify and implement process improvements as needed to enhance the customer experience, quality and productivity


• Improvements could be in any area that directly or indirectly impacts customer experience (eg, processes, systems, people/skill sets and training)


• Identify opportunities for process automation to support the ongoing growth and scaling of operations


• Draft process documentation, SOPs and identify quality controls to constantly upgrade both client and workforce experience


• Build a knowledge repository of SOPs and best practices


• Develop and implement a comprehensive internal audit framework derived from SOPs and service-level agreements

Project Delivery

• Lead and manage projects related to process optimization and automation


• Partner with cross-functional teams (incl. IT, Operations) to effectively deploy technology solutions


• Manage the communication of overall project plans, progress, and risk to stakeholders across the organization


• Effectively prioritize with agile project management principles to ensure timely delivery

Data Analytics

• Build and maintain data-driven dashboards to track key performance indicators (KPIs) and quality metrics across Shared Services and Service Delivery workstreams


• Analyze data and identify trends to propose data-driven solutions for process improvement


• Continue to re-engineer and optimize the instrumentation (dashboards, reports, tools) designed to measure and alert on lagging/leading KPIs

What Success In This Role Looks Like

• Short-term: Successful build out of processes, controls and sustainable routines for a global compliance program


• Mid-term: Identify and launch initiatives derived from the engagement channels to improve the workforce experience and steer operational performance

Qualifications & Experience

• Proven track record in optimizing core business processes, backed by evidence


• Use of robust, yet flexible optimization methodologies, driven by analytical thinking


• Success in both startup and mature organizational settings, with a deep grasp of excellence standard


• Proficiency in Advanced MS Excel or Google Sheets, and intermediate skills in productivity tools like Google Workspace or Microsoft Office


• Proficiency in data interpretation and manipulation, with meticulous attention to detail


• A problem-solving mindset with a strong sense of accountability and mentorship skills, capable of delivering structured solutions to challenges and thriving in ambiguous situations


• Strong communication skills and ability to excel in a fast-paced environment