The below Key Performance Areas include but are not limited to:

1. SOP Development, maintenance and Governance

Development, review, amend and maintain SOPs in accordance with business requirements and best practice

Work closely with operations, system teams and other stakeholders to understand workflows, process steps, dependencies and operational controls

Translate operational procedures into clear, structured, user-friendly documentation

Ensure all SOPs are reviewed and formally approved by relevant stakeholders, including senior operations leadership

Maintain SOP repositories and ensure updated documents are accessible and communicated to all users.

2. Process mapping and documentation

Create accurate process flow diagrams, end to end process maps, and operational documentation using industry-standard tools.

Facilitate workshops and discussion session with subject matter experts to capture requirements and validate documented process.

Ensure documentation reflects real operational practices and supports training, onboarding and audit readiness.

3. Continues improvement

Identify opportunities to improve operational efficiency, accuracy and consistency across warehouse and logistics functions

Conduct root-cause analysis for operational pain points and propose improvement measures

Partner with relevant teams to drive implementation of process enhancements and track benefits delivered.

4. Support for warehouse system changes and transformations

Act as a key process resource for system enhancements, WMS transformations, and other logistics-related system development initiatives

Work collaboratively with Project Teams, Systems Teams, BPO, Operations SMEs, and Senior Operations Leaders to gather process requirements

Document To-Be processes and confirm alignment before application build and implementation

Lead process documentation updates tied to new system rollouts, ensuring all SOPs and process maps reflect system changes

Support UAT, go-live readiness activities, and post-implementation stabilization from a process perspective

5. Stakeholder Engagement & Communication

Build strong relationships with operations, systems, projects, and cross-functional teams to ensure accurate and aligned process documentation

Coordinate reviews, sign-offs, and periodic updates with key stakeholders

Ensure clear communication of new or revised processes to users, partnering with training teams where needed