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Why this role exists
Virtual Worker Now is standing up a Process Excellence function as it transitions from a managed virtual-assistant company into a managed AI-and-human operating company. This role owns the internal half of that function.
The mandate: build a measurable view of how VWN actually operates, improve it, and prove the improvement held. You’ll own the enterprise process register, run current-state discovery, build baselines, diagnose constraints, design and implement change, and hand improved processes into operational control.
This is not a documentation role. Success is measured on verified improvement — not on process maps produced.
What you’ll do
– Own the enterprise process register — taxonomy, criticality ratings, and improvement backlog.
– Lead current-state discovery through interviews, workshops, observation, SIPOC, value-stream mapping, and BPMN.
– Establish baselines across cycle time, effort, volume, capacity, utilisation, error/rework, SLA attainment, and cost.
– Run root-cause and constraint analysis — Pareto, 5 Whys, cause-and-effect, FMEA, time-and-value analysis.
– Design future-state processes and implement them in live operations.
– Translate process requirements into workflow, automation, and AI-assisted steps with the technology team.
– Validate post-change performance and transition processes into control with named owners.
– Coach a Junior Process Engineer and set the standard for process work.
Your first six months
– 30 days — You’ve mapped the landscape: the enterprise process register exists in first-draft form, top-criticality processes are identified, and you’ve begun current-state discovery on the two or three that matter most.
– 90 days — Baselines are established for your priority processes, root-cause analysis has surfaced the real constraints, and at least one future-state design is approved and moving into implementation.
– 180 days — Your first improvements are live, measured, and verified against baseline — with named owners holding each process in control — and the Junior Process Engineer is delivering to the standard you’ve set.
What you need (must-have)
– 5+ years in process improvement, operational excellence, continuous improvement, or business process management.
– Demonstrated work beyond mapping — measurement, analysis, implementation, and benefits realisation.
– Lean and Six Sigma method, root-cause analysis, and KPI design.
– Strong Excel and BI capability.
– Bachelor’s in Industrial Engineering, Systems Engineering, Operations, or a related quantitative discipline.
– Ability to influence operators and leaders without formal authority.
– Professional working English.
What sets the strongest candidates apart
– BPO, staffing, managed-services, or service-operations experience. This is the differentiator we’re sourcing for — candidates who have improved service delivery at scale, not just factory or back-office throughput.
– SQL or process mining.
