Process Excellence Specialist - Cathay Pacific Airline (GBS Mumbai)

Cathay Pacific Group; Mumbai Suburban, Thane, Mumbai; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Cathay Pacific Group is seeking a Process Improvement professional to lead end-to-end reviews, map current vs future state, and maintain a prioritized opportunity pipeline to drive waste reduction, cycle-time improvements, and quality gains.

The role emphasizes onboarding/offshoring transitions, governance, data and KPI definition, with strong stakeholder engagement and change-management discipline to secure sign-off and sustainable improvements.

Qualifications

• 3–6 years experience in process improvement, business operations, or shared services transformation.
• Demonstrated delivery of measurable improvements in cost, quality, and cycle time.
• Hands-on experience coordinating process onboarding and offshoring transitions.

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.
• Maintain a prioritised pipeline of opportunities with value, effort, and readiness.
• Coordinate onboarding of new processes and transitions to shared services.
• Define transition plans, cutover criteria, and stabilisation checkpoints with process owners.
• Track risks, dependencies, and hyper care actions to achieve steady-state operations.
• Define KPIs and operational guardrails for redesigned processes.
• Establish baselines and benefits tracking for cost, quality, timeliness, and experience.
• Partner with process owners and SMEs to agree scope, requirements, and success criteria.
• Support change communications, training plans, and adoption checkpoints.
• Escalate blockers early and drive alignment across teams.
• Embed standards, SOPs, and controls into redesigned processes.
• Ensure auditability and compliance with policy, regulatory, and data requirements.
• Keep documentation current and accessible.
• Identify automation candidates with clear business cases and readiness.
• Collaborate with GBS Digital and IT teams to shape PDDs, 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, defect triage, and sign-off with accountable owners.
• Prepare contingency plans and rollback criteria where needed.

Skills

Facilitation

Analytical skills

Problem solving

Written communication

Detail oriented

Team player

Stakeholder management

Education

Relevant tertiary qualification

Lean Six Sigma Green Belt

Agile / Scrum

Prosci or change management cert

UiPath / Power Automate certs

Tools

Visio

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
• Maintain a prioritised pipeline of opportunities with value, effort, and readiness

Onboarding and Offshoring

• Coordinate onboarding of new processes and transitions to shared services.
• Define transition plans, cutover criteria, and stabilisation checkpoints with process owners
• Track risks, dependencies, and hyper care actions to achieve steady-state operations

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 and SMEs 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 GBS Digital and IT teams to shape PDDs, 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, defect triage, and sign-off with accountable owners
• Prepare contingency plans and rollback criteria where needed

Preferred candidate profile

Education and Credentials

• A relevant tertiary level qualification and/or recognized qualification appropriate to the role
• Recognised certifications advantageous: Lean Six Sigma (Green Belt preferred), Agile/Scrum, Prosci or equivalent change management, analytics or automation tool certifications (UiPath, Power Automate)

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
• Hands-on experience coordinating process onboarding and offshoring transitions

Technical Skills and Knowledge

• Excellent facilitation, stakeholder management, and written communication
• Strong analytical and problem-solving skills.
• Proficiency in process mapping tools (e.g., Visio).
• Effective communication and stakeholder engagement abilities.
• Detail-oriented with a structured approach to documentation and reporting.
• Team player with a continuous improvement mindset.