Introduction: The Business Process Analyst (Store Operations) supports the CIOs enterprise transformation programme by analysing, standardising, and optimising store-level operational processes across TBCos retail and distribution network. Description: The Business Process Analyst (Store Operations) supports the CIOs enterprise transformation programme by analysing, standardising, and optimising store-level operational processes across TBCos retail and distribution network. This role ensures that store operations, including Sales, Receiving, Stock Control, Deliveries, Customer Service, and Facilities, are efficient, standardised, and digitally enabled, driving consistency, capacity creation, and superior customer experience across all branches. The incumbent serves as the bridge between store operations and head office, translating strategic objectives into executable processes that simplify work, reduce waste, and improve service delivery. Key Responsibilities 1. 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 TBCos enterprise architecture, technology systems, and CIO strategy. Maintain updated store process documentation in the central process repository. 2. 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. 3. 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. 4. 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. 5. 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. 6. 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: Bachelors Degree or Diploma in Operations Management, Industrial Engineering, Business Administration, or related field. 35 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).
