Shared Services Process Lead

Overview

TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

So what does a Shared Services Process Lead do? Think of yourself as an individual contributor who will play a critical role in driving operational excellence across multiple geographies and functions. You will lead end-to-end process transformation efforts — from diagnostics and baselining, to solutioning, deployment, and continuous improvement. Your unique ability to bridge business needs with technical development makes you a key partner in enabling user-centric and scalable solutions.

• As a Shared Services Process Lead, you will:
• Project Planning & Strategy
  • Develop comprehensive project plans including timelines, resource requirements, and budget estimates as needed.
  • Define project scope, objectives, deliverables, and success criteria in collaboration with stakeholders.
  • Engage in end-to-end project management from data gathering, baselining, and solutioning to deployment of processes, ensuring comprehensive management and execution of each phase.
  • Create process management framework for all functions and Geo supported.
  • Identify potential risks and develop mitigation strategies.
• Stakeholder Management & Communication
  • Serve as a critical conduit between business and technical teams, articulating business needs clearly to developers and ensuring solutions are aligned with operational context and end-user experience.
  • Act as the primary point of contact for all project-related communications as applicable.
  • Provide regular updates to stakeholders on project status, progress, risks, and issues as applicable.
  • Manage stakeholder expectations and ensure alignment throughout the project lifecycle.
• Technical Oversight & Execution
  • Translate business requirements into technical specifications for tool configuration and integration.
  • Work closely with business analysts and developers to deliver requirements for system assessments, ensuring functional design aligns with process improvements and user experience goals.
  • Work closely with technical teams (e.g., developers, engineers, IT operations, IAM) to ensure successful tool setup, configuration, and integration with existing systems.
  • Lead and participate in User Acceptance Testing (UAT) to validate process and system changes meet functional and performance requirements.
  • Understand and troubleshoot technical challenges encountered during deployment.
• Deployment & Adoption
  • Develop and implement change management strategies to ensure successful user adoption and sustainability of process improvements.
  • Support the deployment of new processes and technologies, including data migration and system cutover.
  • Organize and deliver training sessions and / or roadshows for end-users.
  • Establish post-deployment support mechanisms.
• Continuous Improvement
  • Identify improvement opportunities and act as catalysts of change delivering measurable impact and efficiency gains.
  • Support the creation, revision, and implementation of policies and standard operating procedures to institutionalize new ways of working.
  • Contribute to strategic recommendations and key business decisions based on data, analysis, and cross-functional consultation.
  • Conduct post-implementation reviews to evaluate project success and identify lessons learned.
  • Recommend improvements to processes and tools for future deployments.
• Documentation
  • Creation and documentation of policies, processes, and business requirements.
  • Develop as-is and to-be process diagrams and documentation using MS Visio and other related process documentation tools.

• A problem solver with 1–2+ years of experience in driving or leading process re-engineering of core end-to-end business processes.
• Strong skills in process mapping, gap analysis, root cause analysis, and value stream mapping.
• Proficient with process documentation tools (e.g., MS Visio, Lucidchart, etc.).
• Experienced in cross-functional stakeholder management, from front-line teams to senior leadership.
• Comfortable communicating across business and tech, with the ability to translate business needs into technical requirements, and vice versa.
• Knowledge on HR or HRIS core processes (e.g., onboarding, transfers / movement, offboarding, performance / operational excellence and people related KRAs).
• Exposure to project management practices, including scoping, scheduling, risk management, and delivery tracking.
• Familiar with performance measurement frameworks, such as KPIs, SLAs, and continuous improvement metrics.
• Comfortable working with data to quantify impact and build business cases.
• Agile, adaptable, and able to thrive in a matrixed, fast-paced environment.
• Familiar with Lean Six Sigma, Kaizen, or other business process improvement methodologies.

• Lean Six Sigma Green Belt certification (or training).
• Experience in policy writing, knowledge management, or process training.
• Prior experience working in Shared Services or Global Capability Centers (GCCs).
• Strong facilitation skills, with the ability to lead cross-functional roadshows, design solutions, or UAT scripts.
• Exposure to tools like Workday, Jira, ServiceNow, or similar platforms used in workflow automation and process digitization.

TaskUs is a leading provider of outsourced digital services and next-generation customer experience to the world’s most innovative companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery and ride-sharing, Technology, FinTech and HealthTech. As of March 31, 2023, TaskUs had a worldwide headcount of approximately 47,700 people across 27 locations in 13 countries, including the United States, the Philippines and India.

In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics and circumstances. Inclusive and equitable practices is our responsibility as a business.

TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodation in any part of the hiring process, please let us know.

“Please take note that TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.”

How We Partner To Protect You : TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI : In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

We invite you to explore all TaskUs career opportunities and apply through the provided URL.