ZigZag is looking for a Process Optimization Specialist to join our team!

*Candidates must be willing to work onsite full-time from Monday to Friday, 7am to 4pm
*Office is located in Ortigas

The Junior Process Optimization Specialist will be responsible for enhancing the efficiency, effectiveness, and scalability of ZigZag’s operations. This role focuses on analyzing, optimizing, and improving business processes to drive operational excellence, cost savings, and compliance with industry standards, including ISO 27001.

Collaborating with various departments, the Process Optimization Specialist will identify inefficiencies, implement process improvements, and ensure alignment with Agile methodologies and strategic goals. This role will also support automation initiatives, streamline workflows, and drive continuous improvement efforts across the organization.

Working closely with the Head of Strategic Performance Team and the broader team, the Process Optimization Specialist will play a key role in shaping and optimizing operational processes to support ZigZag’s strategic direction. By fostering a culture of collaboration, adaptability, and innovation, this role will help ensure that operational workflows remain agile, secure, and aligned with business objectives.

RESPONSIBILITIES

1. Process Analysis and Optimization

• Assess current processes to identify inefficiencies, bottlenecks, and areas for
• improvement
• Use data-driven approaches such as Six Sigma or Agile Methodologies to optimize
• workflows, eliminate waste, and enhance client satisfaction.
• Redesign processes to improve operational efficiency, compliance and overall business
• performance.
• Work closely with cross-functional teams and relevant stakeholders to ensure seamless
• process integration across departments.
• Collaborate with the Strategic Performance Team to align processes optimization
• initiatives with overall business objectives.

2. ISO 27001 Compliance and Process Optimization

• Ensure sustainment of certified status by ensuring processes comply with ISO standards.
• Monitor compliance efforts across all departments, ensuring implementation of ISO- compliant processes and procedures in day-to-day operations.
• Maintain platforms supporting compliance efforts to ensure ongoing adherence to ISO standards.

3. Continuous Improvement & Change Management

• Drive a culture of continuous improvement across the organization
• Facilitate process mapping, root cause analysis, and workflow documentation
• Lead process improvement initiatives and change management initiatives to ensure optimized adoption.
• Collaborate with leadership to implement best practices and standard operating procedures.
• Design and implement dashboards for real-time monitoring of KPIs and process metrics

4. Service Delivery Enhancement

• Collaborate closely with operational teams to ensure consistent and efficient service
• delivery, meeting or exceeding SLAs and KPI expectations
• Monitor service performance metrics and address any deviations from targets promptly

5. Innovation and Technology Integration

• Remain current with emerging technologies and trends in IT BPO domains, identifying
• opportunities for innovation and automation
• Propose and implement technology driven solutions to enhance service delivery and
• operational efficiency.

6.Training and Development

• Develop training programs to ensure all team members are well-equipped to implement new processes effectively.

7. Data Environment & Performance Analytics

• Build and maintain a robust performance analytics data environment to support data- driven decision-making across company operations.
• Establish a data environment infrastructure serving as a single source of truth for all operational data within the organization.
• Train and educate departments on accessing and utilizing operational data for insighting, reporting, and strategy development.
• Collaborate with stakeholders to develop and implement tools and systems enabling teams to derive actionable insights and reports promoting operational efficiency and business growth.
• Ensure data accuracy, integrity, and security to instill confidence in decision-making processes based on operational data.

8. Assist in Strategic Performance Team Responsibilities:

• As a key member of the Strategic Performance Team, actively participate in delivering both team and company-wide activities and initiatives.
• Work closely with the Head of Strategic Performance Team and various departments to align processes and data with overarching strategic goals and initiatives.
• Leverage Agile methodologies and principles to contribute effectively to the Strategic Performance Team's efforts in driving organizational excellence and agility.
• Provide valuable insights derived from data to inform strategic decision-making processes at both team and organizational levels.

PREFERRED COMPETENCIES AND QUALIFICATIONS

• Bachelor’s degree in a related field or equivalent practical experience in process improvement
• Certification in process improvement methodologies is advantageous
• Experience in driving process improvement and operational excellence
• Proficiency in aligning process improvement initiatives with the organization’s goal and long-term vision
• Demonstrated ability to identify complex issues, analyze root causes, and develop innovative solutions
• Proficiency in analyzing performance metrics and data to make informed decisions that contribute to process enhancement
• Skilled in guiding teams through transitions, effectively communicating the rationale behind changes, and managing resistance
• Accomplished in leading and managing cross functional projects including defining objectives, timeline and resource allocation
• Strong emphasis on customer satisfaction, consistently placing clients at the center of process improvement initiatives
• Strong communication and collaboration skills
• Strong innovative thinking
• Expertise in guiding teams to transitions, effectively communicating the rationale behind changes and managing resistance