Process Excellence Specialist

Role & responsibilities

• Design, develop, and maintain process flowcharts and all center-specific process documentation.
• Define services and provide end-to-end delivery support.
• Interact with management, peers, and other stakeholders to gain a detailed understanding of processes.
• Maintain and update business rules, including new file creation or modification of existing documentation.
• Understand process requirements, resources, duration, and expected outcomes.
• Collaborate with peers to develop and implement process improvement solutions.
• Identify opportunities for cost and resource optimization and quality improvement.
• Support local and global implementation leads in executing new service deployments and customer onboarding.
• Execute assigned implementation steps and track progress.
• Suggest alternative or reengineered processes to replace or improve current workflows.
• Partially manage small to medium-sized projects, including planning, risk management, milestones, deliverables, and reporting.
• Conduct onboarding for new resources and manage on-the-job training programs.
• Perform Training Needs Analysis (TNA) and design end-to-end training programs for operational teams.
• Manage training resources effectively and drive User Acceptance Tests (UAT) for new processes.

Preferred candidate profile

Must have skills

• Knowledge of process-related tools and equipment.
• Proficiency in Microsoft Office, especially Excel.
• Attention to detail with strong analytical and problem-solving abilities.
• Understanding of project management principles and tools, supporting project planning, execution, and progress tracking
• Willingness to work in a 247 global environment, ensuring flexibility to support business continuity and client needs across time zones.

Good to have skills

• Proficiency in Microsoft PowerPoint and Visio.
• Familiarity with tools like ChatGPT, Microsoft Copilot, or similar AI platforms
• Lean Six Sigma Green Belt
• Strong project management skills for handling small to medium-sized implementations.
• Experience in process reengineering or continuous improvement initiatives.
• Ability to create and deliver structured training sessions effectively.