SOP & Process Improvement Associate

Capstone Strategic Management Services Inc.; Mandaluyong; On-site; PHP 350,000 - 550,000; Full time

Job summary

Capstone Strategic Management Services Inc. seeks a detail-oriented professional to consolidate SOPs, playbooks, and onboarding materials into a unified knowledge repository.

You will develop standardized SOPs, process maps, and client-facing documentation while ensuring version control and audit readiness. You will review changes, track process execution, analyze gaps, and drive improvements using data trends.

Qualifications

• Bachelor's degree in Business/Operations.
• 2+ years in process documentation, operations, quality or continuous improvement.
• Experience creating and maintaining SOPs, process maps and operational documentation.
• Strong analytical, problem-solving and process improvement skills.
• Proficient in Microsoft Office, especially Excel, Word and PowerPoint.
• Excellent communication, documentation and stakeholder management skills.
• Experience in BPO, shared services, or service delivery environments is an advantage.

Responsibilities

• Consolidate SOPs, best practices, and onboarding materials into a single, structured knowledge repository.
• Develop and maintain standardized SOPs, process maps, and operational playbooks per client.
• Ensure version control, documentation accuracy, and audit readiness across all process documents.
• Regularly review and update SOPs based on operational changes, audits, and feedback.
• Track execution of operational processes and adherence to defined SOPs.
• Analyze operational gaps, inefficiencies, and recurring issues.
• Recommend and implement process improvements based on data and performance trends.
• Support remediation plans for accounts with service or delivery issues.
• Maintain dashboards and reports related to onboarding progress, process compliance, and operational health.
• Track deviations, risks, and improvement areas and present findings to stakeholders.

Skills

Analytical skills

Process documentation

Stakeholder management

Problem-solving

Communication skills

BPO experience

Education

Bachelor's degree in Business/Operations

Tools

Microsoft Office

Job description

Capstone Strategic Management Services Inc. seeks a detail-oriented professional to consolidate SOPs, playbooks, and onboarding materials into a unified knowledge repository.

You will develop standardized SOPs, process maps, and client-facing documentation while ensuring version control and audit readiness. You will review changes, track process execution, analyze gaps, and drive improvements using data trends.