- Ensuring that all business processes across the organization are documented, standardized, and maintained in a central repository in alignment with enterprise governance standards.
- Supporting the configuration, maintenance, and optimization of process management tools (e.g., iServer, ARIS) to enable accessibility, version control, and compliance.
- Developing, enforcing, and updating process documentation standards, templates, and governance guidelines to drive consistency across business units.
- Managing the process repository, ensuring appropriate meta-tagging, role-based access, and traceability of changes across the process lifecycle.
- Collaborating with process owners, analysts, and technical teams to ensure accurate and complete documentation of new or updated processes.
- Generating reports and dashboards on process governance health, documentation completeness, and compliance metrics to support decision-making.
- Supporting communication, training, and change enablement efforts related to process governance, tools, and documentation standards across the organization.
Tool Administration and Support
- Administer and maintain the enterprise process repository (e.g., iServer or similar Business Process Management (BPM) tools)
- Ensure proper version control and access rights for process artefacts
- Assist users with onboarding, troubleshooting, and navigation within the repository
- Support tool configuration updates and quality checks
Process Governance Enablement
- Apply governance controls to ensure all submitted processes comply with agreed frameworks and standards
- Review submissions for naming conventions, process structure, RACI alignment, and documentation completeness
- Maintain central SOP and template libraries, supporting ease of use and accessibility
- Escalate non-compliance or deviations for corrective action
Process Documentation Compliance
- Drive organisation-wide adoption of process documentation standards and practices
- Ensure all business processes across MTN SA are captured, reviewed, and updated in the process repository
- Work with business units to close documentation gaps and maintain accurate, current AS-IS maps.
Reporting and Quality Assurance
- Generate reporting dashboards and metrics on process performance, process coverage, and governance adherence
- Track usage and repository contributions by business unit or project
- Provide monthly and quarterly updates to the Process Governance Forum or relevant steering bodies
Process Repository Management
- Maintain structured taxonomy and categorisation of process artefacts by function, segment, and level
- Support continuous clean-up and archival of outdated processes
- Implement metadata tagging and search optimisation within the repository
Stakeholder Engagement and Change Support
- Collaborate with business units, analysts, and governance leads to promote standard use of tools and templates
- Support training and awareness sessions on process standards and tooling
- Contribute to communication and rollout of governance changes, enhancements, and quality initiatives
Process Improvement and Innovation Enablement
- Support prioritised improvement initiatives by enabling documentation readiness
- Provide guidance on linking process maps to improvement or automation opportunities
Collaborate with Process Engineers to ensure technical alignment in process lifecycle management
Education:
- Diploma or certificate in Office Administration, Business Administration or a related field
- Relevant certifications in process improvement, business analysis, or quality management are advantageous.
Certification in:
- SAFe or Agile Fundamentals certification is advantageous.
- Basic certificate in Lean Six Sigma or process improvement
Experience:
Minimum of 2–3 years’ work experience, including:
- 1–2 years in a process governance, process documentation, or tool administration role or project office
- Hands-on experience working with BPM repositories and tools (e.g., iServer, ARIS, Visio)
- Experience supporting governance or compliance frameworks
- Familiarity with process lifecycle management, standards, and document control
- Experience working in cross-functional teams and understanding agile principles.
About MTN South Africa
Launched in 1994, MTN South Africa is a subsidiary of MTN Group, a leading emerging market operator with a clear vision to lead the delivery of a bold new digital world to our customers. We are inspired by our belief that everyone deserves the benefits of a modern connected life. The MTN Group is listed on the JSE Securities Exchange in South Africa under the share code ‘MTN’. Our strategy is Ambition 2025: Leading digital solutions for Africa’s progress.