JOB VACANCY: HEAD, BUSINESS PROCESS MANAGEMENT

Company: NCBA Bank
Location: Tanzania
Job Type: Full-Time
Requisition ID: 4362
Posted: 05 August 2026

Job Purpose Statement

The Head, Business Process Management serves as the custodian of NCBA Group’s business process maps, standard operating procedures (SOPs), and process governance framework.

The role is responsible for identifying, designing, and driving strategic business process transformation and continuous improvement initiatives across the Group to enhance customer experience, operational efficiency, cost optimization, and business performance.

The position works collaboratively with business units, subsidiaries, technology teams, and stakeholders to deliver process excellence through innovation, automation, and effective change management.

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Key Responsibilities

1. Financial Management (20%)

• Develop budgets and implementation plans for strategic business process initiatives.
• Plan, budget, implement, and monitor business process improvement activities.
• Manage delivery costs associated with transformation initiatives.
• Ensure third-party suppliers deliver solutions aligned with project requirements.
• Track and ensure realization of financial benefits and cost savings from process improvement programs.
• Develop benefit realization metrics and performance reports.

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2. Change & Transformation Management (20%)

• Lead the evaluation, design, and implementation of business process transformation initiatives.
• Drive adoption of intelligent process automation and digital transformation approaches, including:
  • Process Mining
  • Task Mining
  • Business Process Management (BPM)
  • Robotic Process Automation (RPA)
• Lead Value Stream Mapping and Business Process Improvement workshops with stakeholders.
• Analyze current business processes, identify challenges, and develop transformation roadmaps.
• Apply technology, data architecture, and process improvement expertise to accelerate transformation initiatives across NCBA Group.
• Support scaling of process transformation methodologies across business functions.

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3. Process & Procedure Management (30%)

• Develop and implement business process re-engineering methodologies to support continuous improvement.
• Partner with business leaders and subsidiaries to establish process performance indicators and scorecards.
• Analyze business processes and workflows to identify gaps and recommend improvements.
• Drive improvements in:
  • Productivity
  • Process cycle times
  • Service quality
  • Operational efficiency
• Ensure compliance with established SOPs, policies, and best practice guidelines.
• Promote cross-functional ownership of end-to-end processes.
• Design process metrics covering:
  • Customer engagement
  • Staff productivity
  • Process costs
  • Error rates
  • Turnaround times (TAT)
• Monitor and report on Cross Functional Process Improvement (CFPI) initiatives.
• Harmonize documented processes to align with:
  • Regulatory requirements
  • Customer expectations
  • Technology advancements
  • International business standards

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4. Customer Experience Management (20%)

• Improve customer experience by identifying and resolving root causes of customer pain points.
• Support customer experience teams in service design and user interface (UI) improvements.
• Promote customer-centric thinking across business processes.
• Align organizational processes with customer needs and expectations.

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5. Leadership & People Development (10%)

• Build, develop, and motivate a high-performing business process management team.
• Lead cross-functional and multidisciplinary teams across the organization.
• Provide coaching, guidance, and strategic direction to team members.
• Develop internal process improvement champions across the Group.
• Promote continuous learning and professional development.

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Job Specifications

Academic Qualifications

• Bachelor’s Degree from an accredited university or college.
• Master’s degree is preferred.

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Professional Qualifications & Skills

Candidates should have:

• Strong knowledge of:
  • Business process analysis
  • Continuous improvement methodologies
  • Data-driven decision-making
• Ability to select and apply appropriate process improvement tools based on business requirements.
• Certified Lean Six Sigma Black Belt or Master Black Belt.
• Strong understanding of project management principles and project planning processes.
• Knowledge of business transformation frameworks and automation methodologies.

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Work Experience Requirements

• Minimum 10 years’ experience in banking operations.
• At least 5 years’ experience at management level.

Proven experience in:

• Developing and implementing continuous improvement initiatives.
• Improving business process performance and service delivery.
• Driving organizational transformation programs.
• Leading major change management and business improvement initiatives.
• Managing large-scale projects and influencing stakeholders at all organizational levels.

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Key Competencies

Technical Competencies

• Business Process Management (BPM)
• Business Process Re-engineering (BPR)
• Lean Six Sigma Methodologies
• Process Automation and Digital Transformation
• Process Mining and Task Mining
• Project Management
• Change Management
• Operational Excellence
• Customer Experience Design
• Performance Measurement and Analytics
• SOP Development and Governance

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Behavioural Competencies

• Coaching and Developing Others
• Responsiveness
• Business Savvy
• Building Trust
• Openness
• Driving for Results
• Selling the Vision
• Building Organizational Talent
• Empowerment and Delegation
• Fostering Collaboration

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Reporting Relationships

Direct Reports: 5
Indirect Reports: None

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Stakeholder Management

Internal Stakeholders

• All Departments
• Executive Committee
• Business Heads
• NCBA Group Subsidiaries

External Stakeholders

• Business Partners
• System Vendors
• Service Providers
• Regulators

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Decision-Making Authority

The Head, Business Process Management is empowered to make strategic decisions relating to:

• Budget planning and control.
• Strategic process design and transformation planning.
• Recommendations on business processing systems and process architecture.
• Resource allocation planning.

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Work Cycle & Impact

Planning Horizon: Above 1 year

Key planning responsibilities include:

• Process Planning, Budgeting, Benefits Management & Development Planning: Above 1 year.
• Business Process Strategy Prioritization: 3–6 months.
• Project Monitoring: 2 weeks to monthly/quarterly cycles.
• Benefits Monitoring: 3–6 months.
• Team Management Planning: 6–12 months.
• Succession Planning: 6–12 months.
• Task Planning: 2 weeks to 1 month.

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NCBA Bank Core Value Behaviours

• Coaching & Developing Others – Mastery
• Responsiveness – Mastery
• Business Savvy – Mastery
• Building Trust – Mastery
• Openness – Mastery
• Driving for Results – Mastery
• Selling the Vision – Mastery
• Building Organizational Talent – Mastery
• Empowerment & Delegation – Mastery
• Fostering Collaboration – Mastery

Only shortlisted candidates will be contacted.

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