Reports To: Process Excellence Lead

The role is part of Global Business Services strives to be our customers’ trusted partner delivering value driven solutions. As a Senior Process Excellence Specialist, you are responsible for supporting the delivery of continuous improvement initiatives across Global Business Services (GBS). You will apply Lean Six Sigma principles to analyse, optimise, and document business processes, contributing to enhanced efficiency, reduced operational waste, and improved customer experience.

With the guidance of the Process Excellence Lead, you will collaborate with cross-functional teams to identify improvement opportunities, support automation and transition readiness, and build a culture of operational excellence.

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, including defining transition plans, cutover criteria, and stabilisation checkpoints with process owners, while tracking 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 track benefits realisation across cost, quality, timeliness, and experience

Stakeholder and Change Management

• Collaborate with process owners and SMEs to define scope, requirements, and success criteria, while supporting change communications, training plans, adoption tracking, and driving cross-team alignment. Escalate blockers and issues proactively

Governance and Compliance

• Embed standards, SOPs, and controls into redesigned processes; ensure auditability and compliance with policy, regulatory, and data requirements; and maintain up-to-date, accessible documentation
  

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
• Define UAT scope, entry/exit criteria, and acceptance evidence; coordinate test execution, defect triage, sign-off, and prepare contingency plans with rollback criteria
• Track automation performance post-go-live and feed learnings into the pipeline for continuous improvement

Education and Credentials

• A relevant tertiary level qualification and/or recognised 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
• Team player with a continuous improvement mindset and 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

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.