Gap Recruitment Services Limited is seeking a Process Transformation Manager to lead end-to-end process transformation initiatives from diagnosis through to implementation and monitoring. The role involves mapping, analyzing, and streamlining business processes to eliminate waste, reduce errors, and improve turnaround times while developing enterprise-wide process frameworks. You will partner with Product, Technology, Operations, and Customer Support teams to identify automation opportunities and drive stakeholder engagement for the adoption of improved processes.
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.
