Expert, Process Optimization

A. Overview:

The Expert – Process Optimization & Governance strengthens Nam Long Group's process governance foundation and drives continuous improvement in how the organization operates.

The role ensures all Group processes and SOPs are standardized, controlled, and enhanced for greater efficiency, speed, and quality.

This position leads cross-functional process optimization and change initiatives, translating business needs into simplified, data-driven, and digitalized workflows. It requires strong analytical and digital thinking, leveraging workflow automation and practical technology solutions to enable smarter, easier, and faster business operations.

B. Responsibility:

1. Process Optimization & Digitalization

• Lead cross-functional process optimization initiatives — diagnose pain points, analyze data, and redesign end-to-end workflows to improve speed, control, and user experience. Apply Lean Six Sigma or DMAIC methods to reduce cycle time and embed sustainable efficiency.
• Identify and drive workflow automation opportunities in collaboration with BPOs, HODs, and IT. Translate business needs into clear digital requirements and propose practical, low-code or automation solutions to simplify operations.
• Embed preventive controls and proactive compliance measures to ensure all redesigned processes align with Group governance standards.

2. Process Governance & Management

• Operate the Group-wide process governance framework, defining roles, RACI, review cadence, and coordinating quarterly governance reviews.
• Act as process governance gatekeeper — ensure all existing and new processes comply with Group standards and best practices; identify overlaps or conflicts and work with BPOs for resolution.
• Review, enhance, and maintain Group processes to drive continuous improvement, consistency, and integration across functions.
• Oversee SOP consolidation, validation, and version control, ensuring alignment with templates and governance standards.
• Maintain process documentation, templates, and repository to support transparency, standardization, and ownership visibility.

3. Process Performance, Compliance & Control

• Define, monitor, and analyze process KPIs and SLAs using analytics tools (Excel, Power BI, etc.) to assess performance and prioritize improvement areas.
• Establish and maintain compliance control points to ensure adherence to Group standards and governance requirements.
• Conduct compliance testing and internal control reviews, coordinate with functions to address gaps, and ensure timely closure of audit findings.

4. Capability Building & Change Enablement

• Lead and coach process owners, PICs, and cross-functional teams in process redesign and governance practices. Facilitate workshops to build change readiness, address resistance, and ensure adoption of optimized and digitalized processes.

5. Collaboration & Stakeholder Management

• Promote a culture of process excellence and collaboration; align initiatives with Group strategic priorities and transformation roadmap.
• Promote a governance mindset and cross-functional collaboration; facilitate alignment between COE, IT, and Business Units.
• Engage, influence, and align cross-functional stakeholders (BU Heads, Functional Leads, and subsidiaries) through structured communication and change leadership. Maintain resilience and professionalism in managing conflicts or differing priorities.

C. Required skills and behaviors:

1. Background / Experience

• Bachelor's degree in Business Administration, Industrial Engineering, Operations, or related discipline.
• 7 years of experience in process optimization, governance, or operational excellence across multi-function or multi-entity environments.
• Proven experience leading cross-functional process improvement or digitalization projects.
• Exposure to Lean Six Sigma, BPM, ISO 9001, or internal control frameworks.
• Fluency in English and Vietnamese.
• Advanced skills in Excel, Power BI, workflow tools (e.g., Power Automate, or similar), and ERP systems (SAP or equivalent).

2. Specific job skills

• Process improvement and reengineering (Lean/DMAIC) with ability to lead cross-functional projects
• Business process digitalization and workflow automation acumen (conceptual, not coding)
• Process governance and documentation
• Data analytics and performance insight
• Stakeholder management and change facilitation

3. Competencies

• Analytical and structured problem-solving
• Data-driven decision making
• Excellent communication and influence skills
• Strong resilience and adaptability
• Governance discipline and detail orientation

4. Mindsets & behaviors

• Proactive, solution-oriented, and business-impact focused
• Digital-first mindset with curiosity for smarter, simpler ways of working
• Strong ownership and follow-through
• Collaborative and pragmatic in leading change

D. Key decision rights:

• Recommend and validate process improvements, control updates, and digitalization opportunities
• Propose process automation initiatives for management approval
• Validate process documentation before publishing

E. Deliverables:

• End-to-end optimized and digitalized process designs
• Updated SOP repository with version control
• Process dashboards and data analytics reports
• Quarterly governance and improvement review packs
• Training and change enablement sessions