Process Writer

Location: Manila (Hybrid, minimum of 3x a week onsite)

Engagement: Project-Based (3 months)

Whitehall is a Process Writers to support a large-scale shared services transformation program for a major Philippine organization. The engagement focuses on documenting and standardizing processes across multiple service towers under an Enterprise Service Management framework.

Role Overview

The Process Writer will be responsible for developing comprehensive SOP packages for assigned services, working closely with subject matter experts and service owners. The role requires strong process elicitation, structured documentation, and the ability to translate complex workflows into clear, operational procedures aligned with a shared services model.

Key Responsibilities

Process Documentation & Development

• Develop complete SOP packages, including process maps, workflows, roles and responsibilities, and performance metrics
• Document current-state and design future-state processes aligned with shared services principles
• Capture escalation paths, exception handling, and control points

Stakeholder Engagement

• Facilitate structured working sessions with SMEs and service owners
• Elicit requirements, validate workflows, and align on service definitions and targets
• Ensure efficient and well-prepared sessions with pre-developed drafts and clear agendas

Quality & Standards Compliance

• Apply established templates, frameworks, and documentation standards
• Conduct self-reviews and incorporate feedback from leads and stakeholders
• Ensure consistency, clarity, and usability of all outputs

Preparation & Analysis

• Review existing documentation and pre-build draft outputs prior to engagements
• Identify dependencies, risks, and information gaps early in the process

Qualifications

• Experience: 3–5 years in process documentation, business analysis, or technical writing
• Core Skills: Strong experience in SOP development, process mapping, and workflow design
• Tools: Proficiency in Visio, Lucidchart, or similar (BPMN preferred)
• Communication: Strong facilitation and stakeholder engagement skills
• Working Style: Detail-oriented, structured, and able to work independently