This role focuses on operational consistency, quality governance, and productivity enhancement, ensuring that every process is scalable, measurable, and tightly aligned with business objectives. The role works cross-functionally with Operations, Product, BI, Finance, and CS teams to transform insights into executable process solutions.
Responsibilities:
A. Process Review & Standardization
- Lead the mapping, documentation, and standardization of end-to-end operational processes across functions and verticals.
- Define and maintain Standard Operating Procedures (SOPs), playbooks, and process flow documentation to ensure consistency, compliance, and clarity.
- Establish and monitor process control mechanisms including quality gates, compliance checks, and performance thresholds to ensure reliability and scalability.
- Collaborating with cross-functional leads to simplifying complex workflows, removing redundancies, and enhancing inter-team handoffs.
B. Continuous Improvement & Productivity Enhancement
- Lead rapid improvement (Kaizen) initiatives to identify inefficiencies, bottlenecks, and root causes affecting operational performance.
- Quantify improvement outcomes in terms of time savings, cost reduction, quality uplift, or SLA performance.
- Partners with Product and Tech team to ideate and deliver automation and digitization initiatives, enhancing process speed and accuracy.
- Embed a continuous improvement mindset within operational teams through structured coaching and feedback loops.
C. Governance, Standards & Compliance
- Build and own the Operations Governance Framework, defining process KPIs, audit cadence, and deviation management rules.
- Implement Quality Assurance (QA) and Layered Process Audit (LPA) systems to ensure compliance with SOPs and service standards.
- Maintain a central repository of process documentation, ensuring all SOPs are version-controlled and easily accessible to relevant stakeholders.
- Design and run process maturity assessments to track adoption and standardization across teams and cities.
- Work closely with the Ops Excellence Manager to align process metrics with the Control Tower and company-level performance dashboards.
D. Cross-functional Collaboration & Enablement
- Collaborate with Product, Data, Finance, and CS teams to align operational process changes with system capabilities and business logic.
- Translate operational issues into structured process design requirements for tech/product improvements.
- Serve as a subject matter expert (SME) on process governance for Operations, providing inputs to new initiatives or service models.
- Drive change management initiatives, ensuring new processes and standards are understood, adopted, and sustained across functions.
- Support training & communication plans to build organizational awareness of updated processes and standards.
Requirement:
- Bachelor's degree in Logistics, Supply Chain Management, Business Administration or related fields.
- At least 5 years of experience in process improvement, quality, or operational excellence roles.
- Excellent facilitation, documentation, and stakeholder management abilities.
- Strong knowledge of process design, SOP development, QA/LPA, and governance frameworks.
- Solid analytical and problem-solving skills; capable of building and interpreting KPI dashboards.
- Hands-on experience in process automation, workflow tools, or data visualization platforms (e.g., Power BI, Looker)
