Role Introduction
Reports to: Process and Digital Excellence Manager
The Process Excellence Lead drives continuous improvement across Global Business Services by reviewing, redesigning, and standardising processes, and by coordinating the onboarding and offshoring of new work to ensure stable, high-quality service delivery. Reporting to the Process and Digital Excellence Manager and leading a team of Process Excellence Specialists, the Process Excellence Lead translates business goals into executable improvement roadmaps by applying Lean Six Sigma principles and partnering closely with the Global Business Services Digital team.
The Process Excellence Lead will also have to ensure that continuous improvement efforts are data-driven, strategically aligned, and digitally enabled. The role fosters a collaborative and high-performance culture, builds internal capability, and supports the Global Business Services continuous improvement through structured problem-solving and process innovation.
Key Responsibilities
- Lead end-to-end process discovery, mapping, and value-stream analysis using Lean Six Sigma; and identify waste, failure demand, and control gaps; prioritise opportunities with data-backed business cases
- Run improvement sprints to redesign processes, simplify handoffs, and standardise work; and maintain accurate Standard Operating Procedures, playbooks, checklists, and RACI for scaled adoption
- Assess and prepare new services for onboarding into Global Business Services with clear scope, Service Level Agreements, controls, and knowledge assets
- Coordinate knowledge transfer, shadowing, pilots, and hypercare to achieve stable run-state with minimal disruption
- Maintain plans, RAID logs, and stakeholder communication, surface risks early and drive mitigations; and align delivery to Global Business Services PMO standards, milestones, and reporting routines
- Establish baselines and targets for quality, timeliness, cost, and experience; define leading or lagging indicators; and review performance with stakeholders and drive corrective actions through governance
- Partner with Global Business Services Digital, and IT teams to embed data, workflow, and agentic AI where it improves outcomes; and translate pain points into clear requirements and validate value realisation post-implementation
- Embed risk-based controls, and audit-ready documentation into redesigned process; and ensure adherence to data privacy, regulatory, and internal policy requirements
- Coach and develop Process Excellence Specialists; model structured problem solving and facilitation; uplift Continuous Improvement capability across Global Business Services via training, clinics, and communities of practice
- Build trust with business owners; run effective workshops and decision forum; and provide updates and recommendations to leadership with options and trade-offs
Requirements
- A relevant tertiary level qualification and/or recognised qualification appropriate to the role
- Recognised certifications advantageous: Lean Six Sigma (Green Belt or equivalent), Agile/Scrum, Prosci or equivalent change management
- Minimum 5 to 8 years of experience in process improvement, operational excellence, or transformation roles, preferably within a Global Business Services or shared services environment. At least 1-2 years in a supervisory or team lead capacity would be preferred
- Proven experience leading cross-functional process improvement projects
- Exposure to or certification in automation technologies (e.g. UiPath, Power Automate, Blue Prism) is an advantage
- Strong analytical and problem-solving skills with a data-driven mindset
- Proficiency in process mapping tools (e.g. Visio) and performance analytics platforms
- Excellent communication, facilitation, and stakeholder engagement skills
- Ability to coach and mentor team members and influence without authority
- Familiarity with digital transformation concepts and agile ways of working
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.
