About the opportunity
Role Summary
The Process improvement manager oversees the development, implementation, and maintenance of Standard Operating Procedures (SOPs) across the SSC. This role ensures that all processes are documented, standardized, and aligned with operational and compliance requirements along with analyzing, enhancing, and optimizing internal processes to achieve operational efficiency and alignment with organizational goals. This role involves leading cross-functional improvement projects, driving continuous improvement initiatives, and ensuring compliance with quality standards. The position requires a strong ability to identify inefficiencies, recommend actionable solutions, and collaborate with stakeholders to implement changes.
What’s On Your Plate?
Process Analysis and Optimization:
● Conduct comprehensive analyses of internal workflows to identify inefficiencies, bottlenecks, and areas for improvement.
● Lead initiatives to streamline processes, reduce costs, and improve department productivity.
● Utilize data and analytics to evaluate the performance of current processes and develop recommendations for optimization.
● Document process improvements, ensuring alignment with organizational goals and compliance requirements.
SOP Development and Documentation
● Lead the creation, review, and implementation of comprehensive SOPs for all critical business processes.
● Collaborate with cross-functional teams to identify process gaps and develop standardized procedures to address them.
● Ensure all SOPs are written in a clear, concise, and easy-to-understand format, catering to various levels of stakeholders.
● Periodically review and update SOPs to reflect changes in processes, technology, or regulatory requirements.
Continuous Improvement Initiatives:
● Develop and implement a continuous improvement framework to drive operational excellence.
● Leverage Lean Six Sigma or similar methodologies to deliver measurable improvements in process performance.
● Collaborate with cross-functional teams to align improvement initiatives with strategic priorities.
● Monitor and report on the progress of improvement projects, providing regular updates to senior leadership.
Training and Communication
● Design and deliver training programs to educate employees on new and updated SOPs.
● Act as a point of contact for all SOP-related inquiries and provide guidance to teams on proper implementation.
● Foster a culture of process adherence by promoting the importance of standardized workflows.
Compliance with process and SOPs update
● Conduct periodic audits and reviews of processes to verify adherence to internal processes
● Collaborate with audit teams to address non-conformance issues and implement corrective actions.
● Foster a culture of accountability and quality within the organization.
● Ensure that all SOPs comply with organizational policies to deliver best CX
● Work closely with internal audit teams to ensure SOPs align with quality and compliance standards.
● Develop a framework for tracking and managing SOP adherence across departments.
Leadership and Collaboration
● Manage and mentor a team of process specialists, fostering a culture of collaboration and innovation.
● Act as a liaison between departments to ensure process consistency and alignment across functions.
● Build strong relationships with key stakeholders, ensuring their involvement in improvement initiatives.
● Lead workshops and training sessions to drive process awareness and adoption of new practices.
What you need to be successful
What Did We Order?
● Bachelor’s degree in Business Administration, Operations Management, Industrial Engineering, or a related field.
● Master’s degree or certifications in process improvement methodologies (e.g., Lean Six Sigma, PMP) is a plus.
Experience:
● Minimum 5 years of experience in process improvement, operations management, or quality management
● Demonstrated success in leading cross-functional process improvement projects.
● Experience with data-driven decision-making and process mapping.
● Background in a corporate or shared services environment is preferred.
● Experience in managing cross-functional teams and collaborating with senior stakeholders.
Skills and Competencies:
● Expertise in process improvement methodologies (e.g., Lean, Six Sigma, Kaizen).
● Strong knowledge of SOP creation and management best practices.
● Strong project management skills, including the ability to manage multiple priorities and meet deadlines.
● Proficiency in process mapping tools (e.g., Visio) and documentation management systems.
● Analytical mindset with the ability to leverage data for insights and decision-making.
● Excellent communication and interpersonal skills, with the ability to influence stakeholders at all levels.
● Excellent project management skills, with the ability to handle multiple priorities and meet tight
deadlines.
● Have a passion for creating engaging and memorable employee experiences.
● Financial awareness and understanding of operational budgeting and cost management
● Excellent interpersonal and communication skills to collaborate with cross-functional teams
Who we are
talabat is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.
