Role Purpose

The Process Excellence Lead is responsible for driving capability development, workflow optimization, Lean methodologies, and AI-driven initiatives. The role ensures processes remain efficient, standardised, followed by all, and ready for automation, while ensuring successful delivery and adoption of AI solutions across the organisation.

This is a hands-on role focused on implementing improvements, training, driving adoption, and delivering measurable operational results.

Key Responsibilities

1. Training & Capability Development
Design and deliver structured training to support new workflows, processes, and AI tools. Develop and maintain training materials (SOPs, playbooks, guides) to ensure consistency and scalability. Lead onboarding sessions, hands-on workshops, and cascade training through Team Leads. Present workflow improvements and AI initiatives during EDay events. Partner with Operations, QA, and Team Leads to identify skill gaps and drive targeted upskilling. Monitor training effectiveness through performance metrics and feedback while ensuring alignment with ISO 9001 standards and change management initiatives.

2. Process Excellence
Analyze and optimize workflows to improve efficiency and operational consistency. Establish and standardize SOPs across teams while driving the Bright Ideas Generation program for continuous improvement. Monitor task and alert completion in XBert, conduct regular process reviews, and collaborate with stakeholders to implement improvements. Promote a culture of continuous improvement while measuring impact through efficiency, quality, and time-saving metrics.

3. AI Project Management
Lead the planning and execution of AI and automation initiatives. Develop project plans, success metrics, and implementation timelines. Identify automation opportunities, oversee testing and phased rollouts, and manage change, communication, and training to support adoption. Track project performance, ROI, and optimization opportunities.

Skills, Qualifications & Experience

• Bachelor’s degree in accounting or a Business-related field.
• Strong background in process improvement, capability development, quality assurance, workflow optimization, and operational controls within the BPO or global accounting industry.
• Minimum of three (3) years of experience in project management, including planning, testing, implementation, and cross-functional coordination across end-to-end bookkeeping, invoice processing, debtor management systems, job management systems, and AI tool integration.
• Demonstrated experience in change management and stakeholder engagement to drive adoption of new processes and systems.
• Strong capability in data analysis, KPI development, and performance reporting to measure improvement impact.
• Strong proficiency in testing methodologies, version control practices, and defect management processes.
• Experience in process documentation, SOP governance, and maintaining audit-ready standards (ISO 9001 exposure is an advantage).
• Six Sigma Green Belt certification preferred.
• Experience working with emerging digital tools, including AI-assisted applications or workflow automation platforms, would be beneficial.