The System and Process Improvement Specialist plays a key role in ensuring efficient, effective, and optimized business processes across the organization. This position focuses on implementing new workflows, improving existing ones, and identifying opportunities for better service delivery and cost efficiency. You’ll also support system enhancements, manage user access, and lead improvement initiatives that drive operational excellence.

• Design, document, and deploy standard processes in coordination with Service Quality and Operations teams.
• Monitor KPIs, identify performance gaps, and implement corrective actions.
• Ensure all processes are properly documented, communicated, and followed across departments.
• Lead or support customer implementation projects, including planning, progress tracking, and reporting.
• Coordinate and conduct system testing (UAT), manage user access, and monitor service-related mailboxes.
• Collaborate with stakeholders to identify and execute process improvement initiatives.
• Perform data analysis to detect trends, inefficiencies, and opportunities for improvement.
• Conduct root cause analysis and recommend solutions to enhance service delivery and internal controls.
• Develop and deliver training materials to promote process adherence and knowledge sharing.
• Support business system enhancements and provide first-line assistance for user queries.
• Participate in compliance and audit activities, including annual control self-assessments.

Requirements

• Bachelor’s degree in Business Administration, Finance, Accounting, Logistics, or a related field.
• 3–5 years of experience in process improvement, logistics, or shared services.
• Strong understanding of logistics operations, service quality, and system workflows.
• Lean Six Sigma certification or training (Yellow Belt preferred).
• Excellent analytical, problem-solving, and communication skills.
• Proficient in Microsoft Office and comfortable with digital tools and enterprise systems.
• Strong organizational skills with the ability to manage multiple priorities.
• Experience in project or change management is an advantage.
• Detail-oriented, adaptable, and able to work effectively in a multicultural environment.

Key Result Areas

• Maintain timely KPI monitoring and reporting for all processes.
• Ensure continuous process improvement and proper documentation.
• Lead or support cross-functional improvement initiatives annually.
• Support system enhancements and ensure user requirements are met.
• Drive innovation through analytics, process redesign, and proactive problem-solving.