Process Excellence Specialist

Make your next big career move by applying as KMC Solutions' next PROCESS EXCELLENCE

Our client (UBER) is currently looking for Process Excellence Lead (Fixed Term Contract) - Hybrid work setting

At Uber, providing amazing support that establishes trust for riders, eaters, couriers, and

driver-partners—our community—is a core feature of our product experience. We invest in it and believe

in providing the highest quality service executed in the smartest, most efficient way. APAC Centre of

Excellence is committed to building an efficient network that provides our community with a seamless,

prompt, and complete resolution to their concerns - every time.

Position Overview

We are seeking a highly skilled Process Excellence Lead with a proven track record in Lean Six

Sigma methodologies and process automation to drive superior customer experience and operational

efficiency within our APAC COE. The ideal candidate will have around 5 years of experience in

process improvement, a strong background in Lean Six Sigma (LSS Black Belt certification preferred),

and hands-on expertise in process automation tools and technologies. This role will focus on driving

projects that deliver superior customer experience, optimizing processes, reducing costs, and enhancing

service delivery in a dynamic, fast-paced environment.

Key Responsibilities

● Process Optimization: Lead the identification, analysis, and redesign of back-office processes

using Lean Six Sigma methodologies to eliminate waste, reduce variability, and improve

efficiency.

● Automation Implementation: Design, develop, and implement process automation solutions using

tools such as RPA, or similar platforms to streamline repetitive tasks and improve throughput.

● Data-Driven Decision Making: Utilize statistical analysis to identify process bottlenecks, measure

performance, and drive data-based improvements.

● Project Management: Manage end-to-end process improvement projects, including defining

project scopes, setting KPIs, and delivering measurable results within timelines and budgets.

● Stakeholder Collaboration: Partner with cross-functional teams, including IT, operations, and

senior leadership, to align process improvements with organizational goals and ensure seamless

implementation.

● Change Management: Facilitate the adoption of new processes and technologies through

training, communication, and stakeholder engagement to ensure sustainable improvements.

● Performance Monitoring: Develop and monitor process performance metrics, dashboards, and

reports to track improvements and identify opportunities for further optimization.

● Compliance and Quality: Ensure all process improvements adhere to regulatory requirements

and maintain high standards of quality and accuracy in shared services operations.

Qualifications

● Experience: Minimum of 5 years of experience in process excellence, with a focus on Lean

Six Sigma methodologies and process improvement in back-office shared services operations,

including exposure to Automation and AI solution design and delivery (customer service).

● Certification: Lean Six Sigma Black Belt certification is highly preferred; Green Belt certification is

a minimum requirement.

● Technical Skills:

○ Proficiency in process automation tools such as RPA platforms.

○ Strong knowledge of data analysis for process mapping and performance analysis (tools

like Minitab and Excel)

○ Familiarity with process mapping tools like Celonis and Lucid Charts.

● Domain Expertise: Deep understanding of back-office shared services operations, including

transactional processes, service level agreements (SLAs), and operational KPIs.

● Soft Skills:

○ Excellent project management and organizational skills, with a track record of delivering

complex projects on time.

○ Strong communication and interpersonal skills to collaborate with diverse stakeholders

and drive change management.

○ Analytical mindset with a focus on problem-solving and continuous improvement.

● Education: Bachelor's degree is a must. A master's degree or MBA is a plus.

Preferred Qualifications

● Experience with advanced automation technologies, such as AI, machine learning, or intelligent

process automation.

● Prior experience in a shared services or BPO (Business Process Outsourcing) or GCC

environment.

Uber's Hybrid Working Model: At Uber, we embrace a hybrid working model. Employees work

from the office at least 60% of the time, with 3 days as mandatory in-office days