Process Transformation Manager at Gap Recruitment Services Limited

Key Responsibilities

Process Design & Optimisation:

• Lead end-to-end process transformation initiatives from diagnosis through to implementation and monitoring
• Map, analyse, and streamline business processes to eliminate waste, reduce errors, and improve turnaround times
• Develop and maintain enterprise-wide process frameworks and documentation standards
• Identify root causes of inefficiencies and implement sustainable improvement solutions
• Standardise workflows to ensure scalability across markets

Collaboration & Change Management:

• Partner with Product, Technology, Operations, and Customer Support teams to identify automation and digitisation opportunities
• Drive stakeholder engagement to ensure adoption of improved processes
• Facilitate cross-functional workshops and alignment sessions
• Coordinate cross-market process harmonisation and standardisation initiatives
• Support teams through change management initiatives to embed new ways of working

Performance Management & Governance:

• Define and track process KPIs and performance dashboards
• Monitor efficiency, scalability, and service quality metrics
• Support governance frameworks that reinforce operational discipline
• Continuously evaluate and refine processes based on performance insights
• Mentor and guide the Process Transformation Analyst to ensure consistency in methodology and reporting

Continuous Improvement & Scalability:

• Embed a culture of continuous improvement across departments
• Identify opportunities for automation and digital enablement
• Build scalable, repeatable workflows that support rapid growth
• Reduce operational friction and duplication across functions

Required Qualifications and Experience:

• Bachelors degree in Business, Operations, Engineering, or related field (Masters degree is an added advantage)
• Minimum 5+ years experience in process improvement, business transformation, or operational excellence at a managerial level
• Proven application of Lean, Six Sigma, Kaizen, or similar methodologies
• Experience in tech-driven or digital service environments (Fintech, Telco, or iGaming preferred)
• Demonstrated ability to manage change and influence stakeholders across multiple business units
• Strong analytical and facilitation skills with the ability to translate complexity into practical solutions
• Experience developing and tracking KPIs and performance dashboards

Core Competencies:

• Strategic and analytical thinking
• Strong project and change management capability
• Excellent communication and cross-functional collaboration skills
• Data-driven mindset with high attention to detail
• Structured, adaptable, and execution-focused approach
• Strong stakeholder engagement and influence skills
• Ability to thrive in fast-paced, high-growth environments

Success Measures:

• Measurable efficiency improvements across key operational processes
• Documented and adopted process standards across functions
• Visible reduction in operational friction and duplication
• Strengthened collaboration between business and technology teams
• Sustainable, scalable workflows supporting multi-market expansion