Process Excellence Specialist

WPP Company; Gurugram District; On-site; INR 550,000 - 750,000; Full time

Job summary

WPP Company in Gurugram, Haryana, is seeking a Process & Training Specialist to design, develop, and maintain center process flowcharts and documentation, while defining services and providing end-to-end delivery support. You will collaborate with management and stakeholders to understand processes, update business rules, and identify opportunities for cost and quality improvements.

The role includes onboarding, training needs analysis, TNA, and supporting global deployments and UAT for new

Qualifications

• Experience in designing process documentation and flowcharts.
• Familiarity with project management principles and tools.
• Strong MS Office proficiency and data analysis skills.
• Ability to work in a 24/7 global environment and support client needs across time zones.

Responsibilities

• Design, develop, and maintain process flowcharts and center-specific documentation.
• Define services and provide end-to-end delivery support.
• Interact with management, peers, and stakeholders to understand processes.
• Update business rules and document changes; create or modify files as needed.
• Understand process requirements, resources, duration, and outcomes.
• Collaborate to develop and implement process improvements.
• Identify opportunities for cost/resource optimization and quality gains.
• Support global implementation leads in deploying new services and onboarding customers.
• Execute assigned implementation steps and track progress.
• Suggest reengineered processes to improve workflows.
• Partially manage small to medium projects: planning, milestones, reporting.
• Conduct onboarding for new resources and manage on-the-job training.
• Perform Training Needs Analysis and design end-to-end training programs.
• Manage training resources and drive UAT for new processes.

Skills

Excel

Attention to detail

Analytical thinking

Project management

Global collaboration

Tools

Microsoft Visio

PowerPoint

ChatGPT / AI tools

Microsoft Copilot

Job description

Role & responsibilities

• Design, develop, and maintain process flowcharts and all center-specific process documentation.
• Define services and provide end-to-end delivery support.
• Interact with management, peers, and other stakeholders to gain a detailed understanding of processes.
• Maintain and update business rules, including new file creation or modification of existing documentation.
• Understand process requirements, resources, duration, and expected outcomes.
• Collaborate with peers to develop and implement process improvement solutions.
• Identify opportunities for cost and resource optimization and quality improvement.
• Support local and global implementation leads in executing new service deployments and customer onboarding.
• Execute assigned implementation steps and track progress.
• Suggest alternative or reengineered processes to replace or improve current workflows.
• Partially manage small to medium-sized projects, including planning, risk management, milestones, deliverables, and reporting.
• Conduct onboarding for new resources and manage on-the-job training programs.
• Perform Training Needs Analysis (TNA) and design end-to-end training programs for operational teams.
• Manage training resources effectively and drive User Acceptance Tests (UAT) for new processes.

Preferred candidate profile

Must have skills

• Knowledge of process-related tools and equipment.
• Proficiency in Microsoft Office, especially Excel.
• Attention to detail with strong analytical and problem-solving abilities.
• Understanding of project management principles and tools, supporting project planning, execution, and progress tracking
• Willingness to work in a 247 global environment, ensuring flexibility to support business continuity and client needs across time zones.

Good to have skills

• Proficiency in Microsoft PowerPoint and Visio.
• Familiarity with tools like ChatGPT, Microsoft Copilot, or similar AI platforms
• Lean Six Sigma Green Belt
• Strong project management skills for handling small to medium-sized implementations.
• Experience in process reengineering or continuous improvement initiatives.
• Ability to create and deliver structured training sessions effectively.