Position Snapshot

Location: Meycauayan, Bulacan, PH / Rockwell, Makati, PH
Company: Nestlé Business Services Manila, Inc.
Full-time, Hybrid

Position Summary

Joining Nestlé means joining the largest food and beverage company in the world. At our core, we are a human environment driven by the purpose of enhancing quality of life and contributing to a healthier future.

As a Process/Adoption Lead, you will drive the harmonization, governance, and adoption of standardized processes, tools, controls, and ways of working across Consumer Engagement Services (CES) operations. You will partner with markets, vendors, and cross-functional stakeholders to ensure process designs are translated into consistent execution, sustainable operational improvements, and measurable business outcomes. This role will play a key part in process optimization, change management, technology adoption, and continuous improvement initiatives across multiple markets and outsourced partners.

A Day in the Life of...

Drive Process Harmonization and Standardization

• Lead the review and optimization of operational processes across markets, vendors, and consumer engagement functions.
• Identify process variations and facilitate alignment toward standardized and scalable ways of working.
• Maintain end-to-end process documentation, process maps, governance artifacts, and ownership structures.
• Drive operational consistency while balancing local market requirements and business needs.

Lead Process Governance and Operational Excellence

• Establish and maintain governance frameworks for SOPs, controls, operating procedures, business continuity plans (BCP), and standard work practices.
• Ensure process documentation remains current, accessible, and compliant with governance requirements.
• Monitor process compliance and identify opportunities to strengthen operational controls.
• Facilitate governance forums and manage exception processes to maintain standardization objectives.

Drive Change Management and Adoption

• Lead adoption strategies for new processes, tools, technologies, and operational initiatives.
• Develop stakeholder engagement, communication, training, and reinforcement plans to support successful implementation.
• Partner with market, vendor, and functional teams to drive readiness and sustained behavioral change.
• Manage resistance, adoption risks, and change impacts across diverse stakeholder groups.

Support Technology and Transformation Initiatives

• Translate technology enhancements and system changes into operational processes, procedures, and ways of working.
• Support the adoption of platforms and tools such as Salesforce, CRM solutions, digital workflows, automation, and knowledge management systems.
• Define operational readiness requirements and support post-implementation stabilization activities.
• Work closely with technology, operations, and vendor teams to ensure successful deployment of transformation initiatives.

Drive Continuous Improvement and Business Outcomes

• Define and monitor process performance measures, including cycle time, quality, compliance, and consumer experience outcomes.
• Conduct root-cause analysis and identify opportunities to improve efficiency, effectiveness, and service quality.
• Maintain a pipeline of improvement initiatives and validate benefits realization after implementation.
• Foster a continuous improvement mindset across markets, vendors, and stakeholders.

Ensure Transition Readiness and Sustainable Adoption

• Assess process readiness, training completion, knowledge transfer effectiveness, and control compliance prior to operational go-live.
• Support transition activities by validating procedures, access requirements, handover plans, and risk mitigation measures.
• Monitor post-transition performance and drive corrective actions where necessary.
• Ensure operational stability and long-term adoption of new processes and solutions.

What Will Make You Successful

• Bachelor's degree in Business, Industrial Engineering, Information Systems, Organizational Development, or a related field.
• At least 6 years of experience in operations, process excellence, change management, service transformation, or continuous improvement initiatives.
• Minimum of 3 years of experience leading process standardization, adoption, or change management programs across teams, markets, sites, or vendors.
• Strong background in process mapping, SOP development, process governance, root-cause analysis, and operational controls.
• Experience supporting technology implementations, CRM platforms, workflow tools, automation solutions, or digital transformation initiatives.
• Proven ability to influence stakeholders and align diverse business requirements while maintaining standardization objectives.
• Strong facilitation, communication, stakeholder management, and change leadership skills.
• Experience in business process management, continuous improvement, and operational excellence methodologies.
• Proficiency in Visio or other process-mapping tools, Excel, PowerPoint, SharePoint, and reporting tools such as Power BI.
• Exposure to Prosci/ADKAR, Lean Six Sigma, BPMN, Agile, Scrum, PMP, PRINCE2, or equivalent methodologies is an advantage.
• Continuous improvement mindset with a passion for process optimization, technology adoption, and sustainable business transformation.