About the Role
We are looking for a Process Excellence Lead to drive capability development, workflow optimization, continuous improvement initiatives, and AI-driven transformation across the organization.
This is a hands-on role focused on implementing operational improvements, delivering training, driving adoption of new processes and technologies, and achieving measurable business outcomes. The successful candidate will play a key role in ensuring processes remain efficient, standardized, and ready for automation while supporting the successful rollout of AI solutions.
Job Responsibilities:
- Design and deliver training programs to support the rollout of new workflows, operational processes, and AI-enabled tools across the organization.
- Develop and maintain training materials such as SOPs, playbooks, guides, and learning resources to ensure consistency and scalability.
- Lead onboarding sessions, workshops, and capability-building initiatives to strengthen team knowledge and promote adoption of new systems and processes.
- Identify skill gaps in collaboration with Operations, QA, and Team Leads, and implement targeted upskilling and refresher training programs.
- Drive process excellence by mapping, analyzing, and improving workflows to eliminate inefficiencies and enhance operational consistency.
- Establish and standardize processes and documentation while promoting continuous improvement methodologies and best practices.
- Monitor operational performance and measure the impact of improvement initiatives through data analysis, reporting, and performance metrics.
- Lead AI and automation projects, including planning, prioritization, testing, rollout, and post-implementation optimization.
- Identify automation-ready processes and support integration of AI solutions to improve productivity and efficiency.
- Manage change initiatives by ensuring clear communication, user training, and strong adoption of new tools and workflows.
- Collaborate with cross-functional stakeholders to ensure successful implementation of operational and technology initiatives.
Job Qualifications:
- Bachelor's degree in Accounting or any Business-related field.
- Strong background in process improvement, workflow optimization, capability development, and operational controls.
- At least 3 years of project management experience, including planning, testing, and implementation.
- Experience working within the BPO or global accounting environment.
- Proven experience in change management and stakeholder engagement.
- Strong analytical skills with experience in KPI development and performance reporting.
- Experience in process documentation, SOP governance, and audit-ready standards (ISO 9001 exposure is an advantage).
- Knowledge of testing methodologies, version control, and defect management processes.
- Six Sigma Green Belt certification is a must.
- Exposure to AI-assisted tools or workflow automation platforms is an advantage.
Job Details:
- Direct hire with the client
- Hybrid set up 3x onsite
- Morning shift (5AM-2PM)
- Fulltime position
