Process excellence specialist
Our Clients Makati
JOB OVERVIEW
We are looking for a Process Excellence Specialist to join our Service Delivery Hub team. Our hubs enable global field marketing execution at scale, operating in compliance with privacy and accessibility standards. These centers deliver modern marketing capabilities supported by subject matter experts aligned to dedicated service lines.
This team plays a critical role in supporting marketing operations to achieve strategic business goals through impactful communication and campaign execution.
Services delivered by the hub include:- Events
- Social
- Content Marketing
- Budget & Activity Planning
- Lead Acquisition & Engagement
RESPONSIBILITIES & DUTIES
The Process Excellence Specialist is responsible for strengthening operational consistency and driving continuous improvement across service delivery. This role focuses on process documentation, standardization, and governance — analyzing existing workflows, identifying inefficiencies, and implementing scalable solutions.Working closely with infrastructure and cross-functional teams, the Specialist supports process adherence, manages change implementation, and enhances productivity, quality, compliance, and overall service delivery performance.
Key Responsibilities:- Support service deployments and onboarding by establishing clear processes, documenting workflows, and ensuring operational readiness
- Define, maintain, and improve processes for service launches and extensions, including documentation of tasks, risks, milestones, deliverables, and timelines
- Analyze current processes to identify gaps, risks, and improvement opportunities; design and implement scalable solutions
- Facilitate process mapping, root cause analysis, and continuous feedback loops
- Develop and maintain SOPs, workflows, playbooks, and global service delivery documentation
- Track implementation milestones, manage dependencies, and maintain consistent status reporting during service launches
- Ensure alignment of tools, documentation, and process requirements with evolving operational and reporting needs
- Lead process improvement initiatives to enhance efficiency, quality, and consistency while reducing cost and manual effort
- Monitor process performance using KPIs, dashboards, and reporting to sustain improvements
- Ensure compliance with internal policies, client requirements, and audit standards
- Partner with cross-functional teams (Operations, Training, Quality, HR, Technology, Infrastructure) to support process and change initiatives
- Support onboarding, training, and change management for new or updated processes
- Provide structured support for escalations by identifying breakdowns and improving resolution workflows
- Deliver insights, recommendations, and best practices to stakeholders and contribute to global knowledge sharing
- Bachelor's degree or equivalent relevant experience in business operations, process management, project management, service delivery, or a related field
- At least 3 years of professional experience in a relevant role with hands-on responsibility for project coordination, process documentation, or operational improvement
- Experience with project and process management, including the ability to document workflows, manage dependencies, and support launch or transition activities
- Intermediate-level proficiency with Microsoft Office products, especially Excel, PowerPoint, Outlook, and Word
- Excellent verbal and written communication skills, with strong attention to detail and effective time management
- Ability to work in a fast-paced environment with quick turnaround times, shifting priorities, and hard deadlines
- Demonstrated ability to collaborate with cross-functional teams, build strong stakeholder relationships, and support business needs through structured execution
- Highly detail-oriented, adaptable, self-sufficient, and collaborative, with the ability to maintain quality execution while navigating change and ambiguity
- Demonstrated ability to work independently, maintain process discipline, adapt to evolving priorities, and consistently deliver high-quality outcomes
- Process-oriented with a commitment to following established workflows and standards
- Adaptable to changing priorities and evolving business needs
- Self-starter – Proactive attitude and a desire to find creative solutions; independent and solution-oriented
- Team player – Focused on collective success; cooperative and collaborative across cross-functional teams
- Open-minded – Works effectively across different teams and personalities; flexible and adaptable in a fast-moving environment
- Detail-oriented – Takes ownership of the work and approaches tasks analytically
- Cool-headed – Patient and even-tempered under pressure
- Drive for results – Persistent and decisive; knows when to research versus when to act quickly
- Client service oriented – Positive, highly responsive, proactive, and optimistic
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