Process Development Engineer

OVERVIEW

The Process Development Engineer will design, develop, and optimize client processes to increase operational efficiency and reduce costs, with a focus on process improvement and client satisfaction.

This role requires a high level of business English proficiency both spoken and written with the ability to articulate complex ideas clearly, tell compelling stories, and facilitate client-facing meetings with confidence and professionalism. The ideal candidate will have experience in vendor management, client services, project management, or as a business analyst in a BPO, Call Center, or Contact Center environment, and will demonstrate familiarity with Lean Six Sigma, Agile, and Scrum frameworks.

KEY RESPONSIBILITIES

• Communicate with clients through Process Engineering Calls to understand operational requirements, identify areas for improvement, and present optimized solutions with a focus on storytelling and clear, professional communication.
• Design, develop, and improve processes to increase efficiency, reduce costs, and meet client objectives, particularly within the real estate industry, but also in broader sectors.
• Create visual process representations using tools like Lucid chart and develop related collateral, such as process flows, work instructions, and training materials.
• Lead and facilitate workshops for knowledge transfer of new processes to internal teams and clients.
• Conduct thorough analysis of existing processes, using frameworks such as Lean Six Sigma,
• Agile, and Scrum, to identify inefficiencies and areas for optimization.
• Collaborate cross-functionally with other teams to ensure process designs meet both client and company standards, while maintaining alignment with industry best practices.
• Beta test and iterate new processes, ensuring their feasibility and effectiveness before full implementation.
• Track and report key metrics to quantify process improvements, such as time savings, cost reduction, and efficiency gains.
• Stay up-to-date with industry trends and innovations in process development, ensuring continuous improvement.
• Document all processes, including creating technical documentation, work instructions, and training guides, and ensure timely updates based on feedback and new learnings.
• Perform other duties as needed in line with continuous process improvement and client satisfaction.

REQUIREMENTS

• Business English Proficiency: Fluent spoken and written English with excellent grammar, diction, and a clear, professional accent. Must excel at storytelling and explaining complex ideas in simple terms.
• 3+ years of experience in process development, vendor management, client services, project management, or business analysis, preferably in a BPO, Call Center, or Contact Center environment.
• Strong analytical and problem-solving skills, with a demonstrated ability to design, develop, and optimize processes.
• Experience with process improvement frameworks such as Lean Six Sigma, Agile, Scrum, or related methodologies.
• Proficiency in tools such as Lucid chart for process mapping and Jira for project management.
• Ability to create comprehensive visual process flows, work instructions, and other collaterals to support both new and existing processes.
• Proven experience in client-facing roles, with the ability to present ideas confidently, conduct process engineering calls, and manage relationships.
• Familiarity with real estate processes is a plus, but not required.
• Associate's or Bachelor's degree in a related field (preferred).

ADDITIONAL REQUIREMENTS

• Candidates will be required to submit a 2-minute video recording via Loom demonstrating their English communication skills and storytelling ability.
• Availability to collaborate across different time zones and with cross-functional teams.
• Willingness to engage in continuous learning and stay updated with process development innovations and industry trends.