Business Process Manager

ABOUT SATELLITE OFFICE

Satellite Office is 100% Australian owned and is one of the leading offshoring service providers in the Philippines.

Our business targets small and medium sized businesses on building their own dedicated teams in the Philippines. Satellite Office offers a range of Service Options to cater for a client's specific needs, with the most popular being the Full Service Model, based on serviced office or work from home options, and including Recruitment, HR Payroll, and IT support. We have over 1,500 offshore staff placed on behalf of our Australian and US based clients.

Satellite Office's exceptional growth has been built on a strong and reputable client base across Retail and eCommerce, Technology and Digital, Finance and Professional services and others. Our clients range from publicly-listed, private, private equity and venture capital-backed entities.

Satellite Office is founded by the former Managing Director of Centrebet, CEO of DealsDirect and senior KPMG executive, Michael McRitchie.

COMPANY VALUES AND PURPOSE

Satellite Office's purpose statement is: We are transforming the way the world does business, and helping our people grow to their highest potential, by creating and providing world class offshore staffing solutions.

To continue the rapid growth of the company, our team lives by its 6 core values:

• Be the Best: We have high standards and are committed to premium quality and professionalism. We are experts in our field and always aim to do things right the first time.
• Open and Honest: We are honest and transparent. We build relationships for the long term based on trust and are willing to have challenging conversations when needed. We always choose to do what's right.
• Own It: We take the initiative, drive it, and deliver. We work together, communicate, and are accountable. We take ownership and do what we say we'll do.
• Passionate about Our People: We love to see our people grow, providing them the tools and opportunities to reach new heights. We respect and value each other, and genuinely enjoy helping one another succeed and celebrate these wins.
• Awesome Service: We do not settle for ordinary, going beyond the expected. Partnering with our clients, we understand them and their business to provide great service and experiences.
• Lead the Change: We are innovators at heart and are continuously improving. We challenge the status quo, ask questions, and encourage feedback.

PRIMARY FUNCTION

We are seeking an experienced Business Process Manager (BPM) who will own the improvement of operational efficiencies across all Satellite Office internal support teams. This will involve collaboration and driving of outputs across stakeholders of different departments and levels to deeply understand the current state of operations and drive for continuous and sustainable improvement. This role will be responsible for implementing the business mapping process, as well as analysing, recommending, and implementing change methodologies that will have minimal disruption to departmental deliverables. The scope of areas for review will include, but not be limited to, process flows, resources, stakeholders, risks, and providers.

This role will also maintain the documentation of all changes implemented alongside all its methodologies.

KEY RESPONSIBILITIES & DUTIES

1. Process mapping and consultation
   • Collaborating with department heads and leaders to understand and map existing business processes for identification of potential areas for improvement, including (but not limited to) bottlenecks, redundancies, and inefficiencies.
   • Working with leaders and team members across all departments to gather requirements, understand business needs, and ensure process changes are aligned with overall organizational goals.
2. Data analysis
   • Utilizing gathered data to identify trends, measure process performance, and improve on decision-making to be aligned closer to organizational targets.
3. Process design and development
   • Developing new or revised processes in tandem with relevant stakeholders to enhance productivity, as well as efficiency, quality, and cost-effectiveness in achieving desired results.
4. Implementation and monitoring
   • Creating and recommending project plans to implement approved process changes.
   • Prioritizing and implementing new processes, tracking their performance against established metrics, and making adjustments as needed.
5. Change management
   • Providing transparency to stakeholders around results of changes to functional outputs using captured data and analyses.
   • Communicating any ongoing and completed changes to stakeholders and managing the transition to new workflows.
6. Documentation
   • Creating detailed process documentation, including flowcharts, procedures, and standard operating procedures.
7. Technology evaluation
   • Identifying and recommending technology solutions to automate and streamline business processes.
   • Collaborate with the information team for feasibility of recommended solutions and scoping of providers.

PERSONAL SKILLS & QUALITIES

• Strong understanding of business processes across multiple industries, and having the ability to analyze complex situations, identify root causes of issues, and develop effective solutions.
• Organized and detail-oriented, basing recommendations on captured data and implementing according to approved project plans.
• Enjoys developing and executing on strategy as well as rolling up your sleeves to directly deliver a variety of projects and initiatives.
• Strong verbal and written communication skills to convey complex ideas and information to diverse audiences, including executives, team members and stakeholders.
• Ability to adapt to changing circumstances and adjust project plans as needed in response to evolving priorities or unexpected challenges.
• Build and maintain positive relationships with stakeholders at various levels, understanding their needs and concerns.
• Strong negotiation skills to navigate conflicts of interest and secure necessary resources and support from stakeholders.
• Make informed and timely decisions, considering both short-term and long-term implications for each project.
• Effectively prioritize tasks and allocate resources to ensure the program stays on schedule and within budget.
• Pay attention to details without losing sight of the overall project objectives, ensuring quality and accuracy in deliverables.

QUALIFICATIONS & EXPERIENCE

• 10+ years of hands-on experience in end-to-end business process management, with demonstrable experience in implementing business process management methodologies.
• Considerable background in Business Process Outsourcing (BPO) or staff leasing operations experience is highly regarded.
• Bachelor's degree in a relevant field such as business administration, project management, engineering, or a related discipline.
• 3+ years of experience in owning projects – from project plan creation to implementation, documentation, and monitoring.
• Demonstrated experience in collaborating with leaders across cross-functional teams and achieving results through effective stakeholder management.
• Experience in aligning programs with organisational strategies and driving the achievement of strategic objectives.
• Proven ability to make informed and timely decisions, considering both short-term and long-term implications for program success.