Process Improvement Specialist

Bon Secours Mercy Health; Metro Manila; On-site; PHP 600,000 - 1,000,000; Full time

Benefits offered by this job

HMO medical coverage

Retirement plan

Group life and accident insurance

Work From Home allowance

Connectivity allowance

Wellness allowance

Paid vacation and sick leave

SSS/PhilHealth/Pag-IBIG benefits

Flexible working model

Learning and development programs

Mentorship and career growth

Job summary

Bon Secours Mercy Health is seeking a Process Improvement Specialist to document business processes, develop SOPs, and create knowledge assets that support transformation and operational excellence efforts. You will partner with stakeholders to map current-state processes and design future-state workflows that enable sustainable service delivery outcomes.

The role involves leading Kaizen events, data gathering, time studies, value stream mapping, and supporting the implementation of process

Qualifications

• Bachelor's degree required in a related field.
• 4–8 years of experience in process analysis, operations, or shared services.
• Experience with process mapping and workflow documentation.
• Experience developing standard operating procedures and knowledge materials.
• Experience supporting transformation or continuous improvement initiatives.
• GBS/BPO/Global Capability Center exposure is a plus.

Responsibilities

• Document business processes and develop standardized operating procedures.
• Map current-state processes and support future-state design.
• Create knowledge assets to support transformation and service delivery.
• Coordinate projects, track action plans and monitor benefits.
• Participate in Kaizen events and rapid improvement activities.
• Perform time studies and value stream mapping.
• Develop and maintain SOPs and standard work for consistency.
• Support automation initiatives with transformation teams.
• Monitor KPIs and provide insights via dashboards.

Skills

Lean Six Sigma

Kaizen

Process mapping

DMAIC

PDCA

BPMN/Visio

Documentation

Data analysis

Stakeholder management

Change management

Training design

Education

Bachelor's degree in Business/Operations/Engineering/Communications

Master's degree preferred

Tools

Microsoft Visio

BPMN notation

Job description

The Process Improvement Specialist is responsible for documenting business processes, developing standardized operating procedures and creating knowledge assets that support transformation and operational excellence initiatives.

Operating within a Global Business Services environment, this role partners with business stakeholders and subject matter experts to map current-state processes, support future-state design and build high-quality documentation that enables successful transitions and sustainable service delivery outcomes.

What you'll do

• Support transformation and continuous improvement initiatives by coordinating projects, tracking action plans and monitoring business benefits.


• Participate in Kaizen events, workshops and rapid improvement activities by gathering data, documenting outcomes and supporting implementation efforts.


• Analyze business processes using Lean methodologies and structured problem-solving techniques to identify inefficiencies and improvement opportunities.


• Conduct process assessments, time studies and value stream mapping activities to support operational excellence initiatives.


• Develop and maintain process documentation, standard operating procedures and standard work to ensure consistency and sustainability of improvements.


• Support the implementation of process redesign, digital solutions and automation initiatives in partnership with transformation and technology teams.


• Monitor key performance indicators and operational metrics, providing accurate analysis and actionable insights through dashboards and reports.


• Collaborate with business stakeholders, data and analytics teams, automation partners and training teams to drive data-informed improvements and capability development.


• Promote a culture of continuous improvement by sharing best practices, lessons learned and innovative ideas across teams.


• Ensure compliance with organizational policies, data privacy requirements and operational excellence standards.

Experience

• 4–8 years of experience in process analysis, business operations, transformation, documentation or shared services environments required.


• Experience with process mapping, workflow documentation and business process analysis required.


• Experience developing standard operating procedures, work instructions and knowledge management materials required.


• Experience supporting process improvement, business transformation or operational excellence initiatives required.


• Experience in Global Business Services, Business Process Outsourcing or Global Capability Center environments preferred.


• Knowledge of process governance, controls and compliance requirements preferred.

Education

• Bachelor's degree in Business, Operations, Engineering, Communications or a related field required.


• Master's degree preferred.

Certifications

Preferred:

• Lean Six Sigma Yellow Belt (LSSYB) – International Association for Six Sigma Certification or equivalent preferred.


• Lean Six Sigma Green Belt (LSSGB) – International Association for Six Sigma Certification or equivalent preferred.


• Business Process Management Certification (BPM) – recognized professional certification body preferred.


• Instructional Design or Training Certification – recognized professional certification body preferred.

Skills

• Process analysis and process improvement methodologies


• Lean Six Sigma principles and tools


• Root cause analysis and structured problem solving


• Define, Measure, Analyze, Improve, Control (DMAIC) methodology


• Plan, Do, Check, Act (PDCA) methodology


• Business process mapping and workflow documentation


• Microsoft Visio, Business Process Model and Notation (BPMN) or equivalent process mapping tools


• Standard operating procedure development and documentation management


• Knowledge management and knowledge transfer practices


• Training content development and instructional design


• Data analysis and performance reporting


• Project coordination and stakeholder management


• Strong communication, presentation and facilitation skills


• Attention to detail and documentation quality management


• Collaboration in cross-functional and matrixed environments


• Change management and continuous improvement mindset

What we offer

• Comprehensive HMO medical coverage, retirement plan and group life and accident insurance


• One-time Work From Home allowance, connectivity allowance and wellness allowance


• Paid vacation and sick leave


• Government-mandated benefits: SSS, PhilHealth and Pag-IBIG contributions


• Flexible working model based on role and business need


• Mission-driven culture events, outreach and service opportunities


• Learning and development programs, mentorship and career growth pathways


• Collaborative office spaces and engagement activities


• Benefits may vary based on employment terms and role.