Role Purpose

Design, standardize, and continuously improve organizational systems and processes to enable scalable, efficient, and high-quality operations across the company.

This role ensures that as the organization grows, operations remain repeatable, measurable, and controllable.

Key Responsibilities

1. Process Design & Optimization

• Identify, analyze, and map core end-to-end business processes
• Develop As-Is / To-Be process models
• Remove bottlenecks, redundancies, and inefficiencies
• Standardize processes across teams and departments

2. System Documentation & Governance

• Create and maintain:
• SOPs
• Policies
• Process Maps
• Workflow Documentation
• Establish process ownership and governance models

3. RACI & Organizational Clarity

• Design and implement RACI matrices for all major processes
• Define clear ownership, accountability, and handoffs between roles and teams
• Resolve role overlaps and accountability gaps

4. Performance & Control Systems

• Define KPIs and SLAs embedded in processes
• Build monitoring frameworks and performance dashboards
• Lead continuous improvement cycles based on data insights

5. Scalability & Change Management

• Ensure all systems and processes are scalable and repeatable
• Support organizational growth by preparing operational frameworks for new volumes, products, and teams
• Lead change management initiatives when introducing new processes

6. Cross-Functional Collaboration

• Work closely with Operations, Product, Tech, HR, Finance, and Business teams
• Align cross-departmental processes and eliminate friction

Required Skills & Competencies

Hard Skills

• Business Process Management & Optimization
• Process Mapping (BPMN, Flowcharts)
• KPI & Performance System Design
• RACI Framework Implementation
• Strong analytical skills (Excel / BI tools)

Soft Skills

• System Thinking
• Structured Problem Solving
• Strong Stakeholder Communication
• High attention to detail + strategic perspective
• Change Leadership & Influence