The Process Excellence Lead is responsible for driving capability development, workflow optimization, Lean methodologies, and AI-driven initiatives. The role ensures processes remain efficient, standardized, followed by all, and ready for automation, while ensuring successful delivery and adoption of AI solutions across the organization.

KEY RESPONSIBILITIES

You will:

• Training & Capability Development
  • Design and deliver structured training programmes to support roll-out of new workflows, processes, and AI tools.
  • Develop and maintain training materials including SOPs, playbooks, videos, and reference guides to ensure consistency and scalability.
  • Present at EDay events to communicate workflow improvements, AI initiatives, and continuous improvement outcomes.
  • Train Team Leads to become capability owners, enabling cascade training across their respective teams.
  • Lead onboarding training for new hires on core workflows, systems, and operational standards.
  • Facilitate hands-on workshops and practical sessions to support adoption of new processes, tools, and automation initiatives.
  • Assess training effectiveness through performance metrics, competency assessments, and feedback loops, and refine training programmes accordingly.
  • Partner with Operations, QA, and Team Leads to identify skill gaps and implement targeted upskilling initiatives.
  • Ensure training aligns with ISO 9001 quality management standards and supports audit readiness.
  • Support change management by reinforcing new behaviours, monitoring adoption, and addressing resistance or knowledge gaps.
  • Establish ongoing refresher training and certification requirements for critical workflows, systems, and AI tools.
• Process Excellence
  • Map, analyze, and redesign workflows to remove bottlenecks, improve efficiency, and strengthen operational consistency. o Establish, maintain, and standardize workflows and SOPs across teams.
  • Own the Bright Ideas Generation program to capture improvement opportunities.
  • Monitor task and Alerts completion in XBert to provide performance visibility and reporting cadence.
  • Conduct periodic workflow and process reviews to maintain alignment with operational and business goals.
  • Collaborate with stakeholders to validate improvements and ensure smooth adoption.
  • Promote a culture of continuous improvement by coaching teams on CI tools, methodologies, and best practices.
• AI Project Management
  • Lead the planning, prioritization, and execution of AI and automation projects.
  • Develop project plans, successful metrics, and implementation timelines for AI initiatives.
  • Identify processes that are automation- or AI-ready and prepare them for transition, integrating technology into CI efforts to amplify impact.
  • Oversee testing, pilots, and phased rollouts to ensure effective deployment.
  • Manage change, communication, and training to support user adoption.
  • Track AI project performance, ROI, and opportunities for ongoing optimization.

QUALIFICATIONS:

• Bachelor’s degree in accounting or a finance-related field.
• Strong background in process improvement, capability development, quality assurance, workflow optimization, and operational controls within the BPO or global accounting industry.
• Minimum of three (3) years of experience in project management, including planning, testing, implementation, and cross-functional coordination across end-to-end bookkeeping, invoice processing, debtor management systems, job management systems, and AI tool integration.
• Demonstrated experience in change management and stakeholder engagement to drive adoption of new processes and systems.
• Strong capability in data analysis, KPI development, and performance reporting to measure improvement impact.
• Strong proficiency in testing methodologies, version control practices, and defect management processes.
• Six Sigma Green Belt certification preferred.
• Experience in process documentation, SOP governance, and maintaining audit-ready standards (ISO 9001 exposure is an advantage).
• Experience working with emerging digital tools, including AI-assisted applications or workflow automation platforms, would be beneficial. 

Location: Clark, Pampanga

Work Set-up: Remote (currently - subject for approval if prefers full-time remote) | Hybrid (3x onsite once office construction is completed)

Schedule: Monday to Friday | 5am to 2pm

KEY RESPONSIBILITIES

You will:

• Prepare and issue accurate customer invoices and distribute statements and payment reminders.
• Monitor outstanding balances, follow up on overdue accounts, and maintain debtor records.
• Capture and reconcile supplier invoices; process payment batches per agreed terms.
• Code and process bank and credit card transactions; reconcile customer payments and petty cash.
• Process payroll accurately, submit PAYE and statutory returns, and reimburse employee expenses.
• Prepare GST returns, maintain electronic filing systems, update fixed asset registers, and complete month-end journals.
• Manage client and supplier correspondence professionally; record time spent on client tasks for billing and reporting.
• Adhere to ISO 27001 and ISO 9001 standards, ensuring confidentiality, data integrity, and quality compliance.

QUALIFICATIONS & REQUIREMENTS

• Bachelor’s degree in Accounting, Finance, or a related field.
• Minimum of 2 to 5 years’ hands-on experience in end-to-end bookkeeping, managing multiple client accounts.
• Proven experience supporting clients based in Australia and New Zealand; also open to US clients but the majority of experience must be with Australian and/or New Zealand accounts.
• Demonstrated experience in invoicing, financial reporting, and preparation of profit and loss (P&L) statements.
• Strong proficiency in Xero and familiarity with other accounting systems and financial software.
• Must be currently residing in, or able to commute easily to, Clark, Pampanga.

Work Schedule: Early day shift, from 5:00 AM to 2:00 PM.

Work Setup: Work from home (Q1 2026) and will transition to hybrid (Q2 2026) with twice a week onsite. 

Work Location: Clark, Pampanga

KEY RESPONSIBILITIES

You will:

Client Onboarding

• Lead and manage the end-to-end onboarding process for all new clients, ensuring a smooth, accurate, and timely transition into ongoing bookkeeping services.
• Coordinate closely with Client Managers and the Operations Director in Auckland to provide clear onboarding status updates, issue resolution, and progress tracking.
• Participate in discovery calls and pre-onboarding meetings to understand client requirements, systems, and expectations.
• Perform and/or oversee Xero balance conversions, ensuring data accuracy and integrity.
• Prepare and/or review month-end reporting packs for newly onboarded clients.
• Conduct system, process, and data health checks during the transition phase to identify risks and improvement opportunities.

Quality, Compliance & Technical Oversight

• Review GST returns and other statutory compliance reports in accordance with New Zealand regulations and internal standards.
• Review monthly management accounts to ensure accuracy, completeness, and adherence to processes and best practices.
• Manage escalated client issues, providing timely, professional, and technically sound resolutions.
• Provide senior-level technical accounting support to clients and internal teams when required.
• Support client procedures and provide operational coverage during team absences or peak workload periods.

Process Improvement & Operational Excellence

• Contribute to the development, implementation, and continuous improvement of firm-wide policies, systems, and procedures.
• Monitor adherence to best practices, internal controls, and operational standards across the onboarding function.
• Identify, design, and implement process improvements to enhance efficiency, quality, and service delivery.
• Track onboarding team productivity and performance using internal reporting and monitoring tools.
• Oversee the development, implementation, and ongoing compliance with ISO 27001 and ISO 9001 standards.

Team Leadership & Development

• Lead, coach, and support a team of Senior Onboarding Specialists, setting clear expectations, goals, KPIs, and performance standards.
• Foster a positive, collaborative team culture aligned with the organizations core values.
• Provide regular feedback, mentoring, and professional development guidance to team members.
• Support onboarding team inductions, training programs, and individual development plans.
• Maintain open communication with team members and management, promoting transparency and engagement.
• Assist with recruitment and selection activities as required.

SKILLS AND QUALIFICATIONS

• Bachelor’s degree in Accountancy, Finance, or a related accounting discipline.
• CPA qualification preferred.
• Atleast 8 years of experience in global end-to-end bookkeeping AND works on multiple accounts in Australia and New Zealand
• Minimum of 3 years’ experience in a supervisory or team leader role within the ANZ market.
• Proven, hands-on experience in client onboarding is essential.
• Strong project management, process improvement, and operational excellence capabilities.
• Skilled in XERO and other accounting system
• Excellent verbal and written communication skills, essential for a client-facing leadership role.
• Strong analytical, problem-solving, and decision-making skills.
• Experience working in an offshore accounting or BPO environment is required.

 Work Schedule: Early Day shift (5 am – 2 pm)

 Work Setup: Hybrid