Business Process Analyst (Store Operations) - Support Office - IS & T

Key Responsibilities

Process Analysis & Design

Map and document As-Is and To-Be workflows for core store functions, including:

• Sales and Customer Service
• Goods Receiving and GRN
• Stock Control
• Deliveries and Logistics
• Cash Management and Administrative Procedures
• Store Maintenance and Compliance
• Identify operational inefficiencies, redundant activities, and non-standard practices across stores.
• Design optimised "To-Be" processes that promote standardisation, simplicity, and efficiency.
• Ensure all process models align with TBCo's enterprise architecture, technology systems, and CIO strategy.
• Maintain updated store process documentation in the central process repository.

Process Optimisation & Continuous Improvement

• Apply Lean and Six Sigma methodologies to eliminate waste, reduce transaction time, and improve throughput.
• Collaborate with Store Managers and Regional Operations teams to implement best practices.
• Develop Standard Operating Procedures SOPs and store execution checklists.
• Monitor operational KPIs such as customer wait time, order fulfilment accuracy, inventory management and delivery turnaround.
• Establish continuous improvement loops to embed learning and drive operational maturity.

Digital & Automation Enablement

• Partner with IT, Architecture, and ERP teams to automate manual workflows e.g., GRN capture, delivery confirmations, sales order tracking.
• Support rollout and training on digital tools and mobility solutions.
• Identify and document opportunities for RPA and workflow automation at store level.
• Support system testing, UAT, and change adoption for new digital initiatives.
• Ensure alignment of store processes with ERP, CRM, and e-commerce integrations.

Governance, Compliance & Risk

• Ensure store operations comply with King IV governance, POPIA, Health & Safety, and internal policies.
• Conduct operational compliance checks and audits of key store processes.
• Identify risks related to inventory handling, cash control, and data privacy, and recommend mitigations.
• Support standardisation of Delegation of Authority and store-level approval processes.
• Ensure full documentation and audit readiness of all store workflows.

Business Process Auditing

• Perform scheduled process audits across stores to ensure compliance with approved SOPs and standards.
• Develop and maintain operational audit templates and process risk registers.
• Analyse recurring issues and process deviations, recommending corrective and preventive measures.
• Partner with Operations, Finance, and Compliance to address findings and verify closure of audit actions.
• Report audit outcomes and improvement opportunities to the Risk Committee and CIO.

Collaboration & Stakeholder Engagement

• Work closely with Store Managers, Regional Managers, Shared Services, and Merchandise to ensure end-to-end process alignment.
• Facilitate process improvement workshops and training at store level.
• Capture on-the-ground insights to inform process design and future system enhancements.
• Support communication and change management initiatives for process rollouts.
• Act as the liaison between stores and head office to ensure operational feedback is incorporated into strategic planning.

Requirements

• Bachelor's Degree or Diploma in Operations Management, Industrial Engineering, Business Administration, or related field.
• 3–5 years' experience in retail operations, process improvement, or business analysis.
• Experience mapping and optimising operational processes using BPMN or similar tools.
• Lean Six Sigma Yellow or Green Belt preferred.
• Working knowledge of ERP, POS, inventory, and logistics systems e.g., Syspro, SAP, Klipboard, Babbage.
• Experience with data analysis and dashboard tools Excel, Power BI.