Process Design Specialist

Primary Function/General Purpose of Position - (2-3 sentences):

• Supports the Discern, Design, and Build phases of transformation by documenting current-state
• processes, contributing to future-state design, and developing standardized documentation and training
• materials. Translates business requirements into structured process flows, controls, and knowledge
• assets to enable successful migration to GBS operations. Ensures all process and knowledge outputs are
• accurate, standardized, and aligned to enterprise frameworks and readiness requirements.

Essential Job Functions - (7-10 statements):

• Conducts detailed process mapping and documentation of current-state workflows, activities, controls, and dependencies.
• Engages with business stakeholders and subject matter experts to capture process requirements, inputs, outputs, and operational considerations.
• Identifies inefficiencies, risks, and opportunities for standardization to support transformation and migration initiatives.
• Supports development of future-state process designs, including workflows, roles, handoffs, and service delivery considerations aligned to enterprise standards.
• Applies global process taxonomy, naming conventions, and frameworks to ensure consistency across all process and design outputs.
• Develops and maintains SOPs, process documentation, work instructions, and job aids aligned to approved designs and enterprise standards.
• Creates and updates training materials and knowledge assets to support onboarding and knowledge transfer to GCC teams.
• Documents process controls, risks, and compliance requirements to support governance and audit readiness.
• Ensures accuracy, completeness, and quality of all documentation and knowledge materials prior to transition.
• Maintains document repositories, version control, and organization of all process and knowledge materials.
• Collaborates with Design, Build, and Transition teams to ensure documentation and knowledge assets support readiness and execution requirements.
• Identifies gaps or inconsistencies in process documentation or design and escalates for resolution.

Licensing/Certification

Preferred (not required):

• Lean Six Sigma Yellow or Green Belt
• BPM (Business Process Management) or process mapping certification
• Instructional Design or Training Certification

Education

• Bachelor's degree required (Business, Operations, Engineering, Communications, or related field (preferred)
• Master's degree preferred but not required.

Work Experience

• 4–8+ years of experience in process analysis, operations, transformation, documentation, or shared services environments
• Experience with process mapping, workflow documentation, or business process analysis
• Experience developing SOPs, training materials, or knowledge assets
• Experience supporting process improvement or transformation initiatives
• Experience in global business services, BPO, or GCC environments preferred
• Training Process mapping and documentation tools (Visio, BPMN, or equivalent)
• Strong analytical and problem-solving skills
• SOP development and knowledge management practices
• Instructional design and training material development
• Understanding of process design, standardization, and governance concepts
• Attention to detail and documentation quality
• Basic understanding of controls, risk, and compliance considerations
• Strong communication and stakeholder engagement skills
• Ability to work in a cross-functional and matrixed environment