Senior Manager, Process Assurance

• Process assurance strategy and governance. Develop and maintain a risk-based process assurance and continuous improvement plan aligned with the COO's priorities, major operational risks, business changes and recurring control issues. Establish review standards, risk rating criteria, reporting protocols and follow-through requirements.
• Business process review and redesign. Lead end-to-end reviews of critical operational and support processes to identify bottlenecks, duplication, unnecessary manual work, unclear accountabilities, weak handoffs and non-value-adding steps. Facilitate current-state and future-state process design with Department Heads and process owners.
• Process risk assessment and internal controls. Embed risk management into process design and review. Identify key operational, financial, regulatory, reputational, information and service risks; assess preventive, detective and corrective controls; and recommend proportionate controls that balance risk, efficiency and customer experience.
• Policies, SOPs and process standards. Establish standards for process documentation, ownership, approval, version control and periodic review. Assess policies, standard operating procedures, process maps and work instructions for clarity, completeness, consistency, control effectiveness and alignment with actual operating practice.
• Operational assurance and audit reviews. Conduct targeted process audits, operational reviews, walkthroughs, compliance checks and control testing as directed by the COO. Evaluate adherence to approved procedures, delegated authorities, control requirements and applicable standards, and document objective findings supported by evidence.
• Root-cause analysis and corrective action. Lead structured reviews of recurring process failures, operational incidents, service breakdowns, control breaches and material exceptions. Determine root causes and work with process owners to establish corrective and preventive actions with clear accountability, timelines and success measures.
• Issue management and remediation tracking. Maintain a centralized register of material findings, control gaps and improvement actions. Monitor remediation, validate evidence of completion, test whether corrective measures are operating as intended and escalate overdue or high-risk matters to the COO.
• Process performance and analytics. Develop and monitor process performance indicators covering turnaround time, quality, error rates, service outcomes, productivity, cost, exceptions, control performance and compliance. Use data and trend analysis to identify recurring issues, emerging risks and opportunities for intervention.
• Continuous improvement and benefits realization. Maintain a prioritized pipeline of process improvement opportunities. Establish baselines, quantify expected operational or financial benefits where appropriate, support implementation and verify whether improvements produce sustainable gains in efficiency, quality, service, control or cost.
• Change and post-implementation assurance. Provide process and control assurance for major system implementations, reorganizations, new operating models, policy changes and other significant business initiatives. Review critical requirements before implementation and conduct post-implementation reviews to confirm adoption, control effectiveness and intended outcomes.
• Digitalization and automation opportunities. Identify opportunities to simplify, digitize or automate manual and repetitive processes while preserving required controls. Partner with IT and business owners on requirements, workflow design, testing, access controls, implementation and post-go-live effectiveness.
• Process resilience and business continuity. Assess critical process dependencies, handoffs, backup arrangements and contingency procedures to reduce single points of failure. Support process owners in strengthening continuity arrangements for operational disruptions, peak demand and other foreseeable business risks.
• Cross-functional process governance. Facilitate resolution of cross-functional process issues where ownership, handoffs, approvals or accountabilities are unclear. Establish appropriate process owners and governance routines and promote consistent execution across departments while constructively challenging practices that create unnecessary risk or inefficiency.
• Assurance and compliance coordination. Coordinate, as appropriate, with Internal Audit, Risk Management, Compliance, Legal, Finance, Security, IT, HR and other control functions on overlapping findings, management actions and regulatory requirements. Support internal, external or regulatory reviews within the role's mandate without duplicating formal Internal Audit responsibilities.
• Executive reporting and decision support. Prepare concise reports and dashboards for the COO summarizing reviews completed, key risks, control gaps, recurring themes, improvement opportunities, overdue actions and decisions required. Present evidence-based recommendations and provide independent process advice to Department Heads and senior management.
• Team leadership, special projects and continuous improvement. Lead and develop the Process Assurance team, where applicable, and ensure quality, objectivity and consistency of outputs. Lead or support strategic projects and special management reviews assigned by the COO and perform other duties consistent with the purpose and seniority of the role.

Qualifications:

• Education. Bachelor's degree in Industrial Engineering, Business Administration, Operations Management, Finance, Accounting, Risk Management, Hospitality Management or a related field. A relevant postgraduate degree or professional certification is an advantage.
• Experience. At least eight (8) years of progressive experience in process improvement, operational excellence, risk management, internal controls, operational or internal audit, quality assurance, business transformation or a closely related discipline, including at least three (3) years in a management or senior leadership role.
• Industry exposure. Demonstrated experience in a large, complex and 24/7 operating environment. Experience in an integrated resort, casino, hospitality, financial services or similarly controlled and service-intensive environment is strongly preferred.
• Process improvement expertise. Strong practical knowledge of business process management, process mapping, current-state and future-state design, Lean or continuous improvement methods, root-cause analysis, standardization and benefits realization.
• Risk and internal controls capability. Strong understanding of operational risk, internal controls, control design, control testing, issue management, governance and assurance principles, with the judgment to recommend effective controls without creating unnecessary bureaucracy.
• Audit and assurance capability. Experience conducting structured operational reviews, process audits, compliance checks or control assessments and documenting evidence-based findings, risk implications and management actions. Sound understanding of the distinction between management assurance and independent Internal Audit.
• Analytical and digital capability. Strong analytical skills with the ability to use operational data, trends and performance indicators to diagnose problems and evaluate outcomes. Advanced proficiency in Microsoft Excel and presentation tools is required; experience with business intelligence, process mapping, workflow or automation tools is an advantage.
• Leadership and business partnership. Proven ability to influence senior leaders and process owners, facilitate cross-functional discussions, challenge assumptions constructively, manage competing priorities and establish accountability for action without relying solely on formal authority.
• Regulatory and governance knowledge. Sound working knowledge of corporate governance, data privacy, information controls and applicable legal or regulatory requirements relevant to a complex integrated resort environment. Able to partner effectively with specialist control functions where deeper technical interpretation is required.
• Communication and presentation. Excellent written, verbal, facilitation and presentation skills, with the ability to convert complex process, risk and control matters into clear findings, priorities, decisions and practical actions for operational and senior management audiences.
• Personal attributes and work requirements. Analytical, objective, pragmatic and results-oriented, with strong integrity, confidentiality, professional skepticism, attention to detail and sound judgment. Able to work across SQC departments and provide support outside regular office hours when required by the 24/7 nature of resort operations.