Process Excellence Lead

Job Description: Business Process Operations Lead

Role Summary

The Operations Supervisor is responsible for transitioning manual, undocumented tasks into a structured, offshore service model. The primary objective is to capture decisions currently based on experience rather than written rules—and convert them into a scalable, high-control operation. This role requires a blend of analytical thinking, documentation skills, and the ability to manage sensitive data with high privacy standards.

Core Responsibilities

· Process Mapping: Observe manual workflows and translate them into clear, step-by-step Standard Operating Procedures (SOPs).

· Dynamic Logic Management: Identify and codify non-static business rules—scenarios where decisions change based on external variables (e.G., seasonality or congestion)—to ensure consistent team output.