Process Automation Consultant

SCOPE OF Service (SOS)

Jordan Economic Reform Activity Project

Process Automation Consultant

TITLE: Process Automation Consultant

PERIOD OF PERFORMANCE: from January 15, 2023, to 30 of April 2023

LEVEL OF EFFORT: TBD Days

BACKGROUND

The Jordan Economic Reform Activity Task Order 1 (ERA TO1) is a 5-year, $54 million program funded by USAID, which aims to support the Government of Jordan (GOJ) to prioritize and implement economic reforms. Through coordination with the GOJ, the Jordanian and international private sector, other donors, and Jordanian civil society, ERA TO 1 will:

(1) advance economic reforms,

(2) strengthen the business enabling environment,

(3) increase exports and local, regional, and international investments,

(4) respond to emerging priorities.

The overall objective of the ERA is to accelerate Jordan’s sustainable growth, led by increased exports and investment and through a strong, stable business enabling environment by strengthening the capacity of the Government of Jordan (GoJ), targeted institutions, competitiveness of anchor firms and the private sector.

Anchor firms enjoy wide economic advantages, such as competitive product portfolios, strong market share, empowering women and youth, and more. They act as hubs within their supply chains. They are active in global trade and in bringing investments to Jordan and they invest in research and development.

What support does USAID ERA provide to Anchor Firms?

We use a market demand approach with the Anchor Firm to collaboratively develop tailored and targeted assistance to help maximize the firm’s growth.

ERA works closely with the Anchor Firm to co-develop an intervention plan, through a buyer-led approach (BLA), that identifies and prioritizes barriers to growth and sets out a clear plan to address these constraints.

The firm-level intervention aims to increase the firm’s capabilities according to its specific needs and contribute to boosting the firm’s competitiveness at local, regional, and international levels. Examples of support that may be provided are:

• Optimizing operational processes

• Introducing lean manufacturing

• Product Development for local and export markets

• Route to New Markets & Market Research

• Supporting certification efforts

• Facilitating investments

• Other areas based on needs

DETAILED RESPONSIBILITIES

• In conformity to the terms of this agreement and with the concurrence of the USAID ERA in Jordan Chief of Party, Consultant is requested to “Automation and Process Mapping”
• “Automation and Process Mapping” should cover the assessment and design for the daily process applied by the company and the impact on the customers, then designing a new automated process that will enable the company to capture all the communication internal or external:
• Automation and Process Mapping scope (and not limited to the below):
• Merchant’s status “live to-date”
• Assigning responsibilities, and authority at the employee level
• Follow-up deadlines
• Digital communication flow,
• Tools (email, app, chatbot, web, etc.…)
• Priorities ranking (urgent, high, mid, law)
• User experience KPI’s
• Operation monitoring KPI’s
• Merchant’s Satisfaction Poll
• Merchant’s Complaint / Feedback automation process
• Employee efficiency (tasks completed vs tasks open)

Required Skills and Experience:

• Interested Candidate required to present a detailed methodology to perform the requested services showing their understanding of the Terms of Reference and comments made on it if any, activity schedule, and work plan between team members if any as per the Terms of Reference.

• Interested Candidate required to have experience in the following:

LOCATION OF ASSIGNMENT

This assignment is to be conducted in Amman.

DELIVERABLES

The following Deliverable Items must be submitted by the 30 of April 2023, it is preferable to start at January 15, 2023:

JOB QUALIFICATIONS:

1. Ten years of experience in process automation
2. ICT industry (eCommerce & Call Centers) specifically in the work process and standard operation manuals
3. Corporate process automation and documentation Experience
4. UX Digital process design for internal and external communications for high-traffic businesses
5. A well-established highly qualified, expertise in Corporate Development, eCommerce trading, and process automation, with best practices regarding:
6. High-traffic communication flow (internal/external),
7. Process design linked to KPI and performance monitoring systems,
8. Digital tool design (email, app, chatbot, etc.…)
9. Interested Candidate should share previous project references

REPORTING

The position holder will directly report to the Anchor Firm Competitiveness Team Leader.

WORKING LOCATION

The primary duty post is in Amman.

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