Process Excellence Specialist

CATHAY PACIFIC; Mumbai; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

Cathay Pacific is seeking a Process Improvement professional to drive end-to-end reviews, map current and future states, and secure sign-off on change approaches. The role focuses on defining KPIs, baselines and tracking benefits across cost, quality, timeliness and experience.

Collaborate with process owners, manage change communications and ensure governance with documented SOPs. Lead automation initiatives with IT for scalable improvements and measurable outcomes.

Qualifications

• Candidates should have hands-on experience in end-to-end process reviews to remove waste, reduce cycle times and improve quality.
• Strong ability to map current vs. future state, quantify impact, and secure sign-off on change approaches.
• Proven track record in defining KPIs, baselines and benefits tracking for cost, quality, timeliness and experience.

Responsibilities

• Lead end-to-end reviews of target processes to remove waste, reduce cycle time, and improve quality.
• Map current vs. future state, quantify impact, and secure sign-off on change approach.
• Partner with process owners to agree scope, requirements, and success criteria; support change communications and adoption checkpoints.
• Embed standards, SOPs, and controls; ensure auditability and compliance with policy and data requirements.
• Identify automation candidates with clear business cases; shape test plans with IT teams; track automation post-go-live.

Skills

Process mapping

Stakeholder management

Analytical skills

Documentation

Continuous improvement

Team player

Education

Relevant tertiary qualification

Lean Six Sigma (Preferred)

Tools

Process mapping tools

Job description

Role & responsibilities

Process Improvement

• Lead end-to-end reviews of target processes to remove waste, reduce cycle time, and improve quality
• Map current vs. future state, quantify impact, and secure sign-off on change approach

Data, Reporting, and Metrics

• Define KPIs and operational guardrails for redesigned processes
• Establish baselines and benefits tracking for cost, quality, timeliness, and experience

Stakeholder and Change Management

• Partner with process owners to agree scope, requirements, and success criteria
• Support change communications, training plans, and adoption checkpoints
• Escalate blockers early and drive alignment across teams

Governance and Compliance

• Embed standards, SOPs, and controls into redesigned processes
• Ensure auditability and compliance with policy, regulatory, and data requirements
• Keep documentation current and accessible

Automation, Digital Enablement and Enhancement Management

• Identify automation candidates with clear business cases and readiness
• Collaborate with Digital and IT teams to shape test plans, and release schedules
• Track automation performance post-go-live and feed learnings into the pipeline
• Define UAT scope, entry/exit criteria, and acceptance evidence
• Coordinate test execution and sign-off with accountable owners

Prepare contingency plans and rollback criteria where needed

Qualifications/ Experience/ Skills/ Knowledge:

Education and Credentials:

• A relevant tertiary level qualification and/or recognised qualification appropriate to the role
• Recognised certifications advantageous: Lean Six Sigma (Preferred)

Professional Experience:

• 3 to 6 years experience in process improvement, business operations, or shared services transformation
• Demonstrated delivery of measurable improvements in cost, quality, and cycle time
• Background in Accounts or Finance will be preferred.

Technical Skills and Knowledge:

• Excellent facilitation, stakeholder management, and written communication
• Strong analytical and problem-solving skills.
• Proficiency in process mapping tools
• Effective communication and stakeholder engagement abilities.
• Detail-oriented with a structured approach to documentation and reporting.
• Team player with a continuous improvement mindset.
• Ability to assess pricing competitiveness, vendor quotations, contract compliance, and support cost-conscious purchasing decisions.
• Demonstrated knowledge of finance and payroll processes, with an understanding of financial controls and statutory requirements