Technical Writer

Role: Technical Writer- Process and Operations Specialist

Role Overview: As a Process and Operations Specialist, you will assist in the execution of operational excellence and readiness plans and support various transformative growth initiatives within the Global Service Management pillar. You will collaborate with Finance and Human Resources Global Process and Delivery Leaders, with Global and Regional service delivery teams to ensure operational excellence, quality assurance, and delivery targets. This role is ideal for someone who is eager to learn, data-driven, and passionate about continuous improvement and process standardization with transformation.

Key Responsibilities:
· Assist in driving Global Corporate Operations towards operational maturity by reducing inefficiency, improving customer and employee satisfaction, and supporting centralization efforts.
· Support teams in solving complex problems by facilitating structured problem-solving events and eliminating waste.
· Help create a quality culture focused on continuous process improvement, balancing cost efficiency and service effectiveness.
· Assist in implementing the overall quality management framework, including documentation, quality review, metrics reporting, performance management, and process improvement.
· Develop and track metrics to monitor progress and impact of transitions, providing insights to support decision-making and drive continuous improvement.
· Communicate best practices and tools to enhance operational maturity.
· Support knowledge transfer of quality and process improvement concepts through training sessions.
· Collaborate with an integrated team to propose, design, and deploy process improvement activities and tools.
· Assist in building and managing processes, business requirements, documentation, playbooks, SOPs, and repositories.
· Foster an environment for continuous improvements across all services supported by Global Service Management team.
· Work effectively with stakeholders, change management, service delivery teams, trainers, content owners, and subject matter experts to achieve strategic goals.
· Help plan and allocate resources to initiatives based on changing functional needs, resource capacity, risk exposure, and interdependencies.
· Contribute to establishing a value-driven and consistent culture globally, focusing on metrics, outcomes, processes, and continuous operational improvement.

Requirements:
· 1-3 years of experience in process improvement or operational excellence roles within a large organization.
· Basic understanding of process/operational excellence capabilities and key foundations (methods, tools, management, etc.).
· Familiarity with process excellence and automation technology, tools, and software (e.g., process mapping, mining, analysis, robotics, intelligent automation, workflow orchestration, AI).
· Ability to work in a fast-paced, knowledge-driven environment while managing multiple priorities.
· Strong analytical abilities and a willingness to learn and execute innovative approaches.
· Basic project management, service management, or quality management experience is a plus.
· Ability to work alongside and influence stakeholders across different levels of seniority.
· Excellent verbal and written communication skills, including the ability to engage with and build trust with remote teams and internal customers.
· Demonstrate a global, multicultural, and cross-functional mindset.
· Possess strong change leadership and management skills to drive improvements.
· Experience in a global shared services operations environment is a plus.
· Availability to travel as business requires.
· Proficiency in Microsoft Office products and SharePoint.