Process Excellence Specialist - Cathay Pacific Airline (GBS Mumbai)

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.