Business Process Engineering Lead (Telecom) - Damascus Based

Position Objective:

The Business Excellence Lead is responsible for the organisation's end-to-end business process management practice, with a primary focus on optimising and re-engineering processes to identify inefficiencies and introduce automation and digitisation.

The role sets process discovery standards, leads delivery across digital transformation initiatives, and applies hands-on expertise in process design, BPM modelling, and implementation.

It also carries leadership responsibility for mentoring and reviewing the work of the Business Process Engineer reporting into this position

Job Description & Responsibilities:

• Lead discovery sessions with senior stakeholders and department heads to understand current operations, pain points, and strategic objectives.
• Review and approve AS-IS process documentation, ensuring accuracy, completeness, and adherence to modelling standards.
• Define TO-BE process architecture at the enterprise level using business process re-engineering, Lean, and continuous improvement methodologies, with a clear focus on eliminating waste and simplifying workflows.
• Establish process modelling standards, BPMN 2.0 guidelines, and quality benchmarks for the team.
• Lead process design and redesign in BPMN modelling tools, handling complex, cross-functional, and multi-system architectures.
• Own gap analysis outputs, ensuring findings are actionable and aligned with business goals.
• Identify, assess, and lead automation, RPA, and intelligent process orchestration opportunities, building the case for where digitization delivers the most value.
• Drive the digitization of manual and paper-based processes, working with stakeholders to define digital workflows and reduce reliance on manual intervention.
• Oversee implementation, managing go-live coordination, stakeholder alignment, and post-implementation review.
• Define integration requirements between process designs and enterprise systems in close collaboration with IT teams.
• Establish governance frameworks, process ownership structures, and RACI models across the organization.
• Develop and monitor KPIs, SLAs, and OLAs at program level and track benefits realization.
• Build and maintain a reusable library of process assets, templates, and standards to drive consistency and speed across the organization.
• Guide, mentor, and review the work of the Business Process Engineer.

Qualifications & Experience:

• Bachelor’s degree in engineering, Business Administration, or Information Systems.
• Minimum 8–10 years in business process engineering or BPM, with at least 3–4 years in a lead or senior capacity.
• Fluent in Arabic writing, reading, and speaking is a must.
• Authoritative hands-on experience across the full BPM lifecycle, i.e., AS IS discovery, TO-BE, Process modelling, validation, Implementation, and integration.
• Hands-on experience with at leaswith at least 1 professional tool in BPMN 2.0 and BPMS platforms such as Bizagi, ARIS, Pegasystems, Appian, or Camunda.
• Experience with RPA, workflow automation, and intelligent automation concepts.
• Understand Value stream excellence.
• Preferably CBPP or CBPL certification. BPMN 2.0 - OCEB 2 or equivalent.
• Lean Six Sigma Black Belt preferred; Green Belt minimum.
• Understanding telecom, fibre network, or fixed network environments is a distinct advantage.