Job Description

Position Objective

 

The Process Optimisation Lead aims to drive operational excellence by analysing, redesigning, and streamlining business processes to enhance efficiency, scalability, and service quality. The Process Optimisation Lead is responsible for reviewing end-to-end workflows, identifying improvement opportunities, embedding automation, and partnering with stakeholders across functions to ensure sustainable process improvement and measurable business outcomes.

 

Key Responsibilities

 

ACCOUNTABILITY	ACTIVITIES
Process Review & Analysis	Review and evaluate existing standard operating procedures (SOPs) and workflows across business functions. Analyse current processes to identify inefficiencies, bottlenecks, and areas for standardisation. Conduct time, effort, and cost analyses to quantify improvement opportunities.
Process Redesign & Optimisation	Develop and implement optimised workflows to improve accuracy, reduce manual effort, and enhance productivity. Standardise key processes across regions and clients to support scalability and consistency. Leverage automation and digital solutions in partnership with systems and technology teams.
Continuous Improvement & Performance Measurement	Establish and track key performance indicators (KPIs) and metrics to measure process effectiveness and efficiency. Introduce continuous improvement practices and frameworks (e.g., Lean, Six Sigma) to drive sustained progress. Monitor outcomes and adjust processes based on performance data and stakeholder feedback.
Stakeholder Collaboration & Change Enablement	Partner with subject matter experts, finance, compliance, and systems teams to ensure alignment and adoption of new processes. Communicate recommendations and improvement initiatives clearly to stakeholders at all levels. Support change management activities to embed new ways of working and foster a culture of continuous improvement.
Documentation & Governance	Maintain accurate process documentation, SOPs, and workflow diagrams to ensure clarity and compliance. Ensure all process changes align with company policies, regulatory requirements, and internal governance frameworks.

 

Qualifications & Experience 

 

• Bachelor’s degree in Business, Operations Management, Finance, or a related field (preferred).
• 3–5 years’ experience in process improvement, business analysis, or operational excellence roles.
• Proven record of optimising processes in service-based or high-volume operational environments.
• Lean, Six Sigma, or equivalent process improvement certification essential
• Experience with Salesforce, workflow automation, or digital transformation projects advantageous.
• Experience working in international or multi-entity environments beneficial.

 

Key Capabilities

 

• Strong analytical and problem-solving skills: Evaluates complex workflows, identifies inefficiencies, and develops practical, data-driven solutions.
• Proven process improvement expertise: Applies Lean, Six Sigma, or similar methodologies to optimise performance and deliver measurable business benefits.
• Excellent communication and stakeholder management skills: Builds credibility and influence across teams and levels, ensuring collaboration and engagement in change initiatives.
• Technical aptitude and systems mindset: Understands how process and technology intersect; comfortable working with workflow, CRM, or automation platforms (e.g., Salesforce).
• Organised and methodical approach: Plans and prioritises work effectively, balancing multiple initiatives while maintaining high standards.
• Change-oriented and proactive: Challenges the status quo, seeks opportunities to innovate, and takes ownership of improvement outcomes.
• Professional integrity and accountability: Acts with transparency and responsibility, ensuring improvements are compliant, sustainable, and aligned with organisational goals.

 

Behavioural Expectations

 

Behaviour must always be consistent with all company policies, procedures, and the Global Core Values:

 

We are a Family: We care for each other and work better as a team. Our culture is built on respect, loyalty, and fun.

 

We are Adaptable: We don’t back down from change. By embracing it, we have an opportunity to learn and grow.

 

We are Honest: We keep our promises and act with integrity. We do the right thing.

 

We are Curious: We are solutions focused. We use our curiosity and love for learning to solve our customers’ problems.

 

We are Passionate: We are proud about what we do. We strive for professional excellence because we believe in ourselves and our team.

We are Accountable: We take responsibility for our work. By taking ownership, we deliver results.