Process & SOP Specialist at HCS Affiliates Group

Position Overview

• We are looking for a detail-oriented Process & SOP Specialist to support our fast-paced Real-time Operations team. 
• In this role, you will manage and maintain operational process documentation, ensuring teams always have clear, accurate, and up-to-date information to work efficiently.
• You will work closely with Operations, Training, and Quality Audits teams to create, improve, and maintain SOPs and process documentation in Confluence. 
• The role requires strong problem-solving skills, clear communication, and the ability to quickly update processes based on operational changes, new launches, policy updates, and ongoing improvements.

Key Responsibilities

• Own and manage the department's Knowledge Base, ensuring all documentation and SOPs are accurate, organized, user-friendly, and aligned with business requirements.
• Create, update, and maintain process documentation within Confluence.
• Translate complex operational or technical Processes into clear, structured, and easy-to-follow instructions for operational teams.
• Ensure documentation is updated in real-time with operational changes, policy updates, system enhancements, or process adjustments.
• Analyze existing processes and operational procedures to identify gaps, and opportunities for improvements. 
• Drive continuous improvement initiatives aimed at enhancing operational efficiency and eliminating process redundancies. 
• Conduct root cause analysis on operational challenges and recommend documentation-driven solutions to improve process adherence and performance. 
• Collaborate with Quality Assurance teams to review error trends, identify recurring issues, and strengthen process clarity and compliance.
• Support seamless communication of process updates and operational changes to frontline teams. 
• Assess incoming new projects and tasks alongside Training, Quality, and Leadership, contributing process-focused insights to evaluate overall feasibility and establish realistic timelines.
• Collaborate with the Training team to Map and Create New Processes on Confluence so documentation and training are perfectly in sync for the launch.

Qualifications & Requirements

• Experience in Operations Support, Process Documentation, Quality, Training, Customer Support, or similar operational environments.
• Basic understanding or exposure to process documentation, SOP creation, or knowledge management practices.
• Familiarity with Confluence, Google Workspace, Microsoft Office, or similar documentation and collaboration tools is an added advantage. 
• Strong written and verbal communication skills with the ability to document processes clearly and accurately.
• Detail-oriented with strong organizational and time management skills. 
• Ability to work in a fast-paced environment, manage changing priorities, and learn quickly. 
• Analytical mindset with a willingness to identify process gaps and contribute to continuous improvement initiatives. 
• Bachelor’s or equivalent