Process Mapping Expert

Process Mapping Expert (RPA/Project Manager) - Nightshift/WFH Job Summary: The Process Engineer will play a pivotal role in enhancing operational efficiency across our client teams. This is a proactive and high-impact role that requires bringing proven process optimization methodologies into the organization. The Engineer will not only identify inefficiencies and lead optimization initiatives but also guide the organization in adopting best practices, adding new tools (mostly tech), and implementing new service capabilities to the team. Working With The Process Engineer will work with both the Delivery Center Leadership, our Global Process Lead in the Philippines, and our Product & Innovation VP to ensure that all ideas, tools, and processes, link to our company objectives and our client needs states. This role also requires collaboration with several stakeholders throughout the organization, within our other delivery centers and our corporate team members. This is not an entry-level or passive role; the Engineer is expected to take initiative, provide strategic direction, and help internal employees understand and implement the changes necessary to achieve desired results. Key Responsibilities Process Analysis and Documentation: Collaborate with client teams to understand and document workflows using tools such as summary documents, process maps, or schematics. Conduct thorough analyses to identify inefficiencies and areas for improvement. Optimization Evaluation: Study the options/tools we could implement to improve serviceability to our clients. Assess opportunities to be addressed internally with in-house developers or through external solutions. Liaise with partners and vendors to explore off-the-shelf solutions when appropriate. Process Improvement: Proactively develop optimization strategies using proven methodologies, working with internal subject matter experts and, when necessary, consulting directly with clients. Evaluate potential solutions, ranging from minor process adjustments to advanced automation options using RPA or AI. Technical Design: Creating detailed drawings, workflow diagrams and specifications for new services, tools, etc., considering ease of implementation, upskilling required by the delivery center teams, and cost constraints. Prototype and Testing: Conduct rigorous testing to validate service functionality and performance against design criteria. System Implementation: Install, configure, and deploy new systems or software, as well as updates, ensuring proper functionality. Quality Assurance: Implement quality control measures to ensure service consistency and reliability throughout the service workflow; perform routine checks and maintenance to optimize performance. Project Management: Lead process optimization initiatives from start to finish, including scoping, stakeholder engagement, timeline management, and progress communication; ensure successful implementation of optimizations and oversee change management activities. Measurement and Reporting: Track and document pre- and post-optimization results to demonstrate efficiency gains and cost savings; provide detailed reports and metrics to internal and client stakeholders. Knowledge Sharing: Train delivery centers on optimization and new services to ensure consistent understanding and expertise; help position the company as a thought leader in process optimization. Internal Support: Collaborate with the Marketing team to create use cases, white papers, and case studies showcasing successful optimizations. Required Skills and Qualifications Bachelor's degree in Business Administration, Industrial Engineering, Operations Management, or a related field. 5+ years of experience in process improvement, operations management, or a related role at a prior outsourcing company. Process Mapping and Analysis Expert: Strong knowledge of workflow and analysis tools (e.g., Visio, Lucidchart, or similar). Technical Expertise: A strong understanding of outsourcing tools, including AI/ML, automation, and design methodologies. Experience with RPA, AI, or other automation technologies is highly desirable. Project Management Skills: Ability to manage project timelines, budgets, and deliverables within defined constraints. Communication Skills: Excellent written and verbal communication to collaborate effectively with cross-functional teams; proficiency in English. Problem-Solving Skills: Ability to identify and analyze complex technical challenges, focus on data-driven decision-making, develop creative solutions and implement effective fixes. Seniority Level Mid-Senior level Employment Type Full-time Job Function Management and Manufacturing Industries Outsourcing and Offshoring Consulting #J-18808-Ljbffr