Process Improvement Analyst

Job Summary

The Process Improvement Analyst supports process governance, documentation management, operational reporting, and continuous improvement initiatives across the Service Center. The role is responsible for maintaining accurate process documentation, monitoring performance and governance trackers, coordinating corrective actions, and supporting workflow readiness reviews to promote process standardization, operational efficiency, and compliance with established requirements.

The analyst collaborates with operational teams, Quality Assurance (QA), and other stakeholders to identify process gaps, analyze recurring issues, track quality findings, and document improvement opportunities. Through data analysis, process documentation, and stakeholder coordination, the role helps improve operational visibility, strengthen process consistency, and support the implementation of sustainable improvements.

Working under the guidance of the Process Governance Lead, the Process Improvement Analyst monitors assigned improvement activities, tracks action plans and outcomes, maintains supporting evidence, and escalates risks, delays, and unresolved dependencies through established channels.

Key Responsibilities

1. Process Documentation and Governance

• Maintain accurate documentation inventories, records, review schedules, document owners, due dates, and outstanding actions.
• Review Standard Operating Procedures (SOPs), Work Instructions (WIs), and supporting documents to ensure they are complete, accessible, properly identified, and aligned with established governance standards.
• Coordinate follow-ups for pending documentation reviews, approvals, revisions, and implementation activities.
• Maintain supporting evidence and traceability for documentation reviews, approvals, governance decisions, and process changes.
• Identify missing, outdated, incomplete, duplicated, or incorrectly stored documents and coordinate appropriate corrective actions.
• Identify and document opportunities to improve process standardization, documentation quality, and procedural consistency.

2. Process Analysis and Continuous Improvement

• Review operational information, process documentation, and available performance data to identify recurring issues, inefficiencies, process gaps, and improvement opportunities.
• Support root-cause analysis by gathering relevant information, documenting findings, and coordinating with stakeholders to validate identified issues.
• Evaluate existing workflows and procedures to identify opportunities to improve efficiency, consistency, quality, and compliance.
• Document process variations, improvement recommendations, and proposed corrective actions for review by the Process Governance Lead.
• Support the development, tracking, and monitoring of improvement action plans, including assigned owners, target dates, progress, and outcomes.
• Monitor recurring issues and outstanding actions to help ensure improvement opportunities are addressed through established governance processes.
• Maintain visibility of improvement initiatives and provide timely updates on progress, risks, and results.

3. Operational Tracking and Reporting

• Maintain governance, documentation, QA action, and project trackers, ensuring accurate status updates, assigned owners, deadlines, and outstanding deliverables.
• Consolidate operational information and prepare reports to support process reviews, performance monitoring, project tracking, and management decision-making.
• Monitor recurring process gaps, documentation issues, delays, and trends, escalating significant findings to the Process Governance Lead.
• Ensure reports, trackers, and supporting records are accurate, complete, consistent, and submitted within established deadlines.
• Maintain clear records of stakeholder follow-ups, completed activities, outstanding actions, and issue resolution.
• Support the monitoring of key performance indicators (KPIs) and other process performance measures to identify areas requiring further review or improvement.

4. Quality Assurance and Corrective Action Tracking

• Coordinate with QA teams to track quality findings, recommendations, process variations, and required follow-up actions.
• Ensure identified findings and improvement opportunities are documented and assigned to the appropriate stakeholders.
• Monitor corrective action progress and follow up on overdue, incomplete, or unresolved items.
• Analyze recurring QA findings and operational issues to identify potential trends and opportunities for process improvement.
• Maintain documentation of corrective actions, supporting evidence, and status updates to ensure traceability.
• Support the conversion of QA findings and operational observations into documented actions and improvement initiatives.

5. Workflow Readiness and Transition Support

• Support workflow readiness reviews before operational transitions, process changes, or implementation activities.
• Track readiness requirements, outstanding deliverables, dependencies, and supporting documentation.
• Coordinate with stakeholders to obtain missing information and address pending requirements.
• Maintain accurate readiness trackers and provide timely updates on progress and outstanding items.
• Identify and escalate risks, blockers, and unresolved dependencies that may affect operational readiness or transition timelines.
• Support process validation and documentation updates to help ensure operational teams are prepared for approved changes.

6. Stakeholder Coordination and Governance Support

• Coordinate with operational teams and relevant stakeholders to obtain information, validate documentation, and complete assigned action items.
• Follow up on pending reviews, approvals, deliverables, and corrective actions to support timely completion.
• Communicate delays, risks, blockers, and missing information through established escalation channels.
• Participate in scheduled meetings and provide updates on assigned activities, improvement initiatives, project status, and outstanding concerns.
• Respond to emails, messages, and requests promptly and professionally.
• Follow established governance procedures, documentation standards, work instructions, and service-level agreements.
• Perform operational reviews and other related duties as assigned to support process continuity and continuous improvement.

Qualifications

• Bachelor's degree in Industrial Engineering, Business Administration, Operations Management, Supply Chain Management, or a related field. Industrial Engineering is preferred.
• One to three years of relevant experience in process improvement, operations support, process documentation, quality assurance, reporting, or process coordination is preferred.
• Experience reviewing workflows, maintaining operational trackers, consolidating reports, documenting procedures, or coordinating corrective actions is an advantage.
• Familiarity with Standard Operating Procedures (SOPs), Work Instructions (WIs), process mapping, workflow documentation, and documentation management.
• Basic understanding of continuous improvement, root-cause analysis, quality management, and process standardization.
• Proficiency in Microsoft Excel and the ability to organize, analyze, and interpret operational information.
• Experience in logistics, supply chain, shared services, or a service center environment is an advantage.

Skills and Competencies

• Analytical thinking and problem-solving skills.
• Strong attention to detail and commitment to data accuracy.
• Ability to identify process gaps, recurring issues, inefficiencies, and improvement opportunities.
• Strong organizational, documentation, tracking, and follow-up skills.
• Effective written and verbal English communication skills.
• Ability to consolidate information, prepare reports, and communicate findings clearly.
• Proficiency in Microsoft Excel and other documentation and reporting tools.
• Ability to manage multiple assignments, prioritize deadlines, and coordinate across different teams.
• Strong stakeholder coordination and professional communication skills.
• Proactive, adaptable, and responsive in a fast-paced operational environment.
• Ability to translate operational observations and QA findings into documented actions and recommendations.
• Willingness to receive feedback, apply corrections, and follow established governance and escalation procedures.

Application Question(s):

• We must fill this position urgently. Can you start immediately?
• Are you willing to work onsite in Makati, Taguig and Pasay office?
• Are you willing to work on a graveyard/night shift, including holidays and weekends?
• Do you have experience reviewing, maintaining, or updating Standard Operating Procedures (SOPs), Work Instructions (WIs), or process documentation?
• Do you have at least 1 year of experience in process improvement, operations support, quality assurance, process documentation, or a related field?

Work Location: In person