Process Excellence Manager

Process Excellence Manager

The Process Excellence Manager leads the Process Excellence function, driving end-to-end process optimization, performance management, and continuous improvement across shared service operations. This role is responsible for shaping the process excellence strategy, governing KPI/SLA frameworks, and ensuring successful delivery of transformation initiatives. The incumbent will manage a team of analysts and work closely with business stakeholders to embed a culture of operational excellence, innovation, and data-driven decision-making across functions such as HR, Finance, Procurement, and Customer Operations.

Job Description1. Process Excellence Strategy & GovernanceDefine and drive the overall process excellence roadmap aligned with organizational and Transformation Office objectives.Establish governance frameworks, standards, and methodologies for process improvement and performance management.Lead end-to-end process reengineering initiatives across shared services.Ensure standardization and scalability of processes across different functions and geographies.2. Business Process Optimization & AutomationOversee identification and prioritization of process improvement and automation opportunities (AI, RPA, workflow digitalization).Provide strategic direction and validation on process redesign, ensuring alignment with business goals and ROI expectations.Guide root cause analysis and ensure implementation of sustainable corrective and preventive actions.Drive continuous improvement culture through structured initiatives (Lean, Six Sigma, or equivalent methodologies).3.

KPI/SLA Governance & Performance ManagementDefine and govern KPI/SLA frameworks, including metrics standardization, thresholds, and reporting structures.Oversee development and automation of dashboards (e.g., Power BI/Tableau) to ensure visibility of performance metrics.Lead performance reviews with stakeholders and ensure timely resolution of performance gaps.Ensure data integrity, consistency, and accuracy across all reporting frameworks.4. Project & Change ManagementLead and oversee transformation initiatives and continuous improvement projects across shared services.Act as a key partner to PMO in tracking progress, managing risks, and ensuring timely delivery of initiatives.Drive change management strategies to ensure adoption of new processes and systems.Provide strategic insights and recommendations to leadership based on data analysis and project outcomes.5. Business Continuity Planning (BCP)Oversee BCP framework, including risk assessment, scenario planning, and recovery strategies.Ensure regular testing, compliance, and continuous improvement of BCP plans.Promote awareness and readiness across teams for business continuity practices.6.

Team Leadership & Stakeholder ManagementLead, coach, and develop the Process Excellence Analyst team to build strong analytical and process improvement capabilities.Act as a key liaison between process excellence, business leaders, and shared service functions.Influence senior stakeholders and drive alignment on process improvement priorities.Foster a culture of collaboration, innovation, and accountability within the team.

Job RequirementsBachelor’s degree in Industrial Engineering, Business Management, Data Analytics, Computer Science, or related field.Minimum 6 years of experience in process excellence, transformation, or shared services environment, with at least 2–3 years in a leadership role.Strong experience in process improvement methodologies (Lean, Six Sigma, or equivalent). Certification is an advantage.Proven track record in leading transformation projects, automation initiatives, and performance management frameworks.Advanced proficiency in data analytics and visualization tools (e.g., Power BI, Tableau).Strong business acumen with understanding of shared service operations (HR, Finance, Procurement, Customer Operations).Excellent stakeholder management and communication skills, with experience engaging senior leadership.Strong leadership capability with the ability to manage, coach, and develop a high-performing team.Strategic thinker with strong execution capability in a fast-paced environment.

Chandra Asri is only releasing official job posting at Chandra Asri Career Site (careers.capcx.com), Linkedin & Jobstreet. The Company will contact shortlisted candidate via official corporate email & phone, and will not send any hardcopy invitation for interview. Please note that the Company doesn’t ask candidates to transfer some amount of money nor cooperate with any travel agent.

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