Process Improvement Lead, Asia

Position Summary:

We are seeking a process improvement lead, this role is responsible for leading the optimization of CSR processes and managing SAP system-related operations to enhance OTC efficiency and customer experience. The incumbent will oversee process documentation, drive strategic process improvements, handle complex SAP system issues, facilitate cross-functional collaboration, lead SAP system upgrades and testing, deliver professional training, and stay updated on industry best practices to continuously optimize the operations.

RESPONSIBILITIES AND ACCOUNTABILITIES:

•    Oversee the documentation of existing and optimized CSR processes, develop detailed standard operating procedures (SOPs), and provide training and guidance to CSR teams to ensure consistent implementation of updated workflows; monitor compliance and proactively resolve any process gaps.
•    Design, lead, and execute targeted strategic process improvement projects for the CSR function, in alignment with broader OTC efficiency and customer experience objectives. 
•    Act as the primary senior point of contact and escalation resource for addressing complex daily SAP system issues, including order entry errors, invoice generation failures, payment posting problems, delivery issues, and master data inconsistencies. 
•    Serve as the key liaison between end users, the BPSS team, and IT/SAP support; facilitate cross-functional communication, monitor issue resolution progress, and provide regular status updates to stakeholders to reduce operational downtime and minimize disruption to CSR workflows and customer service. 
•    Lead SAP system upgrades, system testing, and user acceptance testing (UAT) for OTC-related processes; ensure system changes do not adversely affect CSR operations, deliver training on new functionalities, and verify post-implementation performance. 
•    Deliver professional OTC process training to the CSR team and develop a robust OTC key user group.
•    Keep abreast of industry best practices in OTC process optimization, CSR operations, and SAP OTC module updates; lead the assessment and proposal of innovative solutions to further enhance process efficiency and system utilization.

PERSON SPECIFICATION:

Education
•    University bachelor degree.

Work Experience 
•    At least 5-8 years of experience in OTC operation role plus minimum 3-5 years in OTC process improvement or leadership role within a manufacturing, distribution supply chain organization.
•    Proven leadership experience in analyzing, designing, and implementing CSR workflow improvements within the OTC process, with a track record of delivering measurable, scalable efficiency gains
•    Advanced hands-on experience with SAP OTC module, including deep familiarity with order entry, billing, payment processing, master data management, and troubleshooting complex SAP system issues in an operational environment.
•    Demonstrated experience leading cross-functional teams (CSR, BPSS, IT, Finance, etc.) to drive process changes, resolve system issues, and achieve organizational goals
•    Proficiency in process improvement methodologies (e.g., Lean, Six Sigma) is preferred, with the ability to lead the application of these methodologies to CSR and OTC processes

Languages
•    Fluent English and Chinese for both speaking and writing, any Asian country language is a plus

Other skills
•    Proven data analysis capability, Strong in Excel, Knowledge in advance BI tool (e.g., PBI) is a plus

Core Competencies/Behaviors:

•    Build Partnerships - Gaining the confidence and trust of others through honesty, integrity, and authenticity
•    Drive Results - Consistently achieving results, even under tough circumstances
•    Demonstrates Courage - Stepping up to address difficult issues, saying what needs to be said, acting with integrity, doing what is right.
•    Collaborate - Building partnerships and working collaboratively with others to meet shared objectives, within and across functions.
•    Build Effective Teams - Building strong-identify teams that apply their diverse skills and perspectives to achieve common goals.
•    Cultivate Innovation - Creating new and better ways for the organization to be successful. Uses lateral thinking. Questions the status quo.
•    Ensures Accountability - Holding self and others accountable to meet commitments.
•    Customer Focus - Building strong customer relationships and delivering customer-centric solutions. Focuses on internal and external customers.