Process Quality Manager – Retail

Process Quality Manager – Retail

  April 7, 2023   

Process Quality Manager – Retail

April 7, 2023
Job Type
Product Management
Field of Interest
Product Development & Management


Process Quality Manager - Retail will be responsible for developing and improving the donor journey for the retail segment. He/She will do so by monitoring processes and facilitating plans to optimize processes that will have the highest impact on the donor journey of our premium segment. He/She will be responsible for increasing donor retention, reactivating lapsed donors, and converting prospects into donors.

For the retail segment, this incumbent will be responsible for:


  • Developing & improving the donor journey
  • Assisting the development teams evaluate all existing business processes
  • Developing a Process Manual that contains process outlines, flowcharts, and implementation procedures
  • Working with key business stakeholders, and cross-functional teams, to build a continuous improvement environment to support an ongoing programme of change
  • Identifying and delivering service improvement activity across the business through employing process improvement methodologies and the application of innovative thinking
  • Facilitating process improvement based workshops to drive ideas and solutions
  • Assisting in developing new support material based on the revised processes
  • Placing checks & controls against each process developed/improved and having a consequence/reward management system attached to it
  • Leading monthly process update forums to show progress and identify potential bottlenecks in front of the Senior Management
  • Communicating new and changed policies/processes
  • Creating, analyzing and distributing process reports
  • Being the focal point of contact for all process-related queries
  • Overseeing training and coaching, reporting and systems enhancements needs of the development team

Required Skills

  • Proficient in the use of Microsoft Office, including Project, Visio, Word, Excel, Outlook, and PowerPoint
  • Excellent presentation and facilitation skills
  • Skilled in project management
  • Excellent understanding of continuous improvement concepts including Six Sigma, Lean, value stream mapping
  • Outstanding organizational and analytical skills
  • Dynamic thinking & problem-solving abilities
  • A team player with leadership skills


Bachelor's Degree in Business Management or Computer Science.
Certification in Six Sigma or any other continuous improvement methodology


3-4 years' experience in a similar role.

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