Process Excellence Lead

Vialto Partners•San Jose, CA

1d•$125,000 - $150,000•Hybrid

About The Position

The Process & Delivery Excellence Senior Associate/Manager is a hands-on individual contributor responsible for executing the implementation, standardization, performance monitoring, and continuous improvement of global immigration delivery processes. The role applies Lean Six Sigma and other structured process excellence methodologies to translate global delivery priorities into practical ways of working, service expectations, process documentation, and measurable operational improvements. Working closely with Process & Delivery Excellence leadership, Territory teams, Platform, Product, Data, and Client Transition & Onboarding teams, the role delivers initiatives that improve service quality, SLA performance, process adoption, compliance, and operational consistency across the global delivery model. The role focuses on execution, analysis, implementation, measurement, and operational enablement rather than ownership of global process strategy, governance, or service delivery standards.

Requirements

Experience in process excellence, continuous improvement, operational excellence, service delivery, immigration operations, or a related professional services environment.
Lean Six Sigma Black Belt certification.
Demonstrated experience independently leading complex process improvement initiatives from problem definition through implementation and benefits measurement.
Strong understanding of workflow design, process documentation, operational controls, and service delivery.
Proficiency in Lean Six Sigma tools, including DMAIC, process mapping, root-cause analysis, value-stream analysis, and performance measurement.
Ability to analyze operational data and identify practical opportunities for improvement.
Experience working across global and matrixed stakeholder groups and functions.
Strong communication, facilitation, and stakeholder management skills.
Strong analytical and problem-solving capability with attention to detail.
Ability to prioritize multiple initiatives and manage competing deadlines.
Experience working within a professional services, operations, or technology-enabled environment.

Nice To Haves

Advanced experience applying Lean Six Sigma methodologies within a global, matrixed, or professional services environment.
Experience within immigration, global mobility, compliance, or another regulated operational environment.
Experience developing SOPs, process maps, service standards, operational controls, and ways-of-working documentation.
Experience with operational reporting, performance dashboards, SLA metrics, and process analytics.
Experience supporting workflow automation, digital transformation, AI-enabled solutions, or operational technology platforms.
Experience supporting global process adoption, training, and change enablement.

Responsibilities

Support and execute process improvement initiatives across the immigration service line.
Analyze workflows to identify inefficiencies, bottlenecks, rework, duplication, and process variation.
Apply Lean Six Sigma, DMAIC, root-cause analysis, and other structured continuous improvement methodologies to improve service delivery effectiveness.
Translate improvement opportunities into problem statements, improvement plans, measurable outcomes, and sustained operational changes.
Implement approved process changes to improve quality, efficiency, consistency, and scalability, and track whether intended benefits are realized.
Monitor operational performance against service expectations and SLA targets; analyze missed SLAs, delays, rework, operational exceptions, and recurring performance issues.
Partner with operational teams to implement corrective actions and sustainable improvements.
Assist with developing and reporting operational performance measures.
Create and maintain process maps, SOPs, playbooks, workflows, and supporting documentation.
Support standardized process implementation across territories and ensure process changes are documented, communicated, and embedded in delivery teams.
Assist with governance activities that monitor process adherence and consistency, and maintain operational process documentation.
Use operational data to identify trends, issues, risks, and improvement opportunities; partner with Data Analytics teams on performance measurement and reporting.
Track cycle time, throughput, quality performance, SLA adherence, and process compliance; support dashboards and performance reporting materials.
Provide insights to help prioritize improvement initiatives and resource allocation decisions.
Partner with Process & Delivery Excellence, Operations, Platform, Product, Data, and Client Transition teams to align operational processes with technology-enabled workflows.
Facilitate process design sessions, root-cause analysis, operational reviews, and structured improvement workshops.
Manage execution of assigned improvement initiatives, ensure agreed follow-up actions are completed, and support implementation across stakeholder groups.
Support implementation of process changes by developing guidance, training materials, and adoption tools.
Gather stakeholder feedback, identify adoption barriers, support mitigation activities, and monitor the sustainability of improvements.