Business Process Analyst, George

The Business Process Analyst (Store Operations) supports the CIO’s enterprise transformation programme by analysing, standardising, and optimising store‑level operational processes across TBCo’s 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

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

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.

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