Floward
Job Purpose
The Process & Systems Management Senior Manager is responsible for leading process optimization, digital transformation, systems integration, and change enablement across Floward's operational functions. This role ensures that business processes are standardized, scalable, and aligned with strategic goals, while leveraging digital tools and training programs to improve operational efficiency, service delivery, and employee capability. By fostering collaboration and innovation, the role supports the organization's ambition to be a global leader in seamless online and offline gifting operations.
Key Responsibilities
- Business Process Optimization
- Identify and address inefficiencies across operational workflows.
- Design and roll out optimized and standardized processes.
- Monitor KPIs and implement data-driven improvements.
- Document SOPs and support process governance.
- Training & Development
- Develop and deliver training on process and system changes.
- Maintain up-to-date learning materials and e-learning content.
- Evaluate training effectiveness and drive continuous upskilling.
- Foster a culture of knowledge sharing and learning agility.
- Digitalization & Transformation
- Lead automation and digital process initiatives across the operations value chain.
- Collaborate with IT and business leads to introduce new technologies.
- Ensure a smooth transition from manual to digital workflows.
- Promote user adoption of digital tools and platforms.
- System Management & Integration
- Oversee selection, integration, and maintenance of operations-related systems.
- Establish security protocols and ensure system efficiency.
- Coordinate with IT on upgrades, troubleshooting, and enhancements.
- Ensure systems meet scalability and performance standards.
- Change Management
- Lead structured change programs tied to process or technology shifts.
- Develop communication and stakeholder engagement plans.
- Enable smooth transitions through change readiness assessments.
- Promote a culture that embraces innovation and continuous improvement.
- Strategy & Collaboration
- Align operational improvement roadmaps with company strategy.
- Collaborate cross-functionally with operations, tech, procurement, and customer care.
- Drive strategic planning for scalable growth and innovation.
- Manage vendor and partner relationships supporting system and process upgrades.
Education
Skills and Qualifications
- Bachelor's degree in Business Administration, Industrial Engineering, Operations Management, or a related field.
- Master's degree or Lean Six Sigma/Change Management certifications are a plus.
Experience
- 710 years of experience in business process management, systems implementation, or operations excellence roles.
- Proven track record of leading digital transformation and system optimization initiatives.
Technical Skills
- Proficiency in business process mapping (e.g., Visio, Lucidchart).
- Familiarity with ERP platforms, project management tools, and automation systems.
- Knowledge of change management frameworks (e.g., ADKAR, Kotter).
- Strong data interpretation, reporting, and visualization capabilities.
Soft Skills
- Excellent leadership, communication, and stakeholder management skills.
- Strategic thinker with a hands-on, results-driven approach.
- Strong organizational, multitasking, and problem-solving abilities.
