Lead - Policy & Process Governance and Performance

Purpose of the Role: Own the Policy & Procedure Management Framework and enterprise process architecture; drive gap closure and continuous improvement; establish performance management across departments.

Reports To: Director of Process Management & Quality Assurance

Key Responsibilities

• Own the Policy & Procedure lifecycle (authoring standards, reviews, approvals, versioning, communication).
• Maintain the corporate process architecture, lead RACI, controls, and handoffs.
• Lead gap analyses against policies/procedures; prioritize improvements and assign owners/targets.
• Establish departmental KPI frameworks; define data sources and performance review cadence.
• Lead Lean Six Sigma/Kaizen initiatives to remove waste and improve quality, cost, and service.
• Partner with IT/BI to design dashboards and automate reporting, chair monthly performance reviews.
• Align process designs with system changes and coordinate change management.
• Build capability (toolkits, playbooks, training) for process owners and champions.

Capabilities & Competencies

• Strong facilitation and change leadership, stakeholder alignment across functions.
• Structured problem solving and benefits realization focus.
• High data literacy; converts insights into actions and measurable outcomes.
• Program management and governance; risk and dependency management.

Knowledge, Qualifications & Experience

• 5–12 years in process excellence/continuous improvement; public transport/services preferred.
• Degree in Engineering/Quality/Business.
• Lean Six Sigma Black Belt (preferred) and experience integrating EFQM/ISO with operations.
• KPI design experience and performance management cadence setup.

Tools & Methods

• Visio, RACI; change management tools.
• Lean Six Sigma toolset: problem‑solving (Pareto, Fishbone, 5‑Why).
• Power BI/Tableau; Balanced Scorecard; benefits tracking models.