Business Process Manager

About DELIVER:

DELIVER (www.deliver.events) is a fast-growing global B2B events company with industry-leading customer satisfaction. Guided by our principle—People, Planet, and Profit—we connect top retailers and vendors in commerce and supply chain sectors.

We are fully remote, fostering a diverse, talented team worldwide with a commitment to Diversity, Equality, and Inclusion. Proudly carbon and profit neutral, we reinvest profits into ethical and sustainable initiatives to contribute to a better world.

Job Title: Business Process Manager

Reports to: Finance & Excellence Director

Contract: Full Time / Permanent

Location: Global – Full remote

Annual Salary package: GBP 45,000 or 50,000 basic salary (depending on experience) + 20% Annual Bonus

Role Summary:

As the Business Process Manager, you will lead the design, improvement, and implementation of efficient business processes while ensuring high-quality standards across the organization. Reporting to the Finance & Excellence Director, this role is critical to streamlining operations, enhancing team performance, and maintaining compliance with industry and regulatory standards.

Key Responsibilities:

Process:

• Use lean management principles to refine workflows.
• Design, document, and implement streamlined processes across all departments to improve operational efficiency and consistency, constantly striving towards operational excellence.
• Develop clear KPIs for process efficiency and performance.
• Implement process benchmarking to identify industry-leading practices and apply them to enhance operational efficiency.
• Develop and oversee the execution of a continuous improvement roadmap.
• Ensure cross-departmental alignment on process changes to maintain consistency.
• Work closely with department heads, teams and Projects & the Productivity Specialist, to understand their workflows and identify areas for improvement.
• Develop processes that create a robust control framework that integrates seamlessly with operational workflows.
• Train team members across departments on newly implemented processes and controls, and ensure successful adoption of new processes and systems.
• Establish mechanisms for gathering feedback from teams to continuously refine processes.

Quality Control:

• Develop and maintain robust control frameworks to mitigate operational risks.
• Ensure company-wide adherence to internal processes.
• Stay updated on industry trends and regulatory changes to adapt processes accordingly.
• Introduce predictive quality control tools to address potential issues before they occur.
• Create process documentation, standard operating procedures (SOPs), and quality manuals.
• Conduct regular reviews of team progress and individual contributions on the quality and timeliness of produced deliverables.
• Coach team members to improve on quality and on process adherence.
• Conduct internal audits to validate compliance with quality standards.
• Establish robust quality control frameworks to ensure compliance with standards (ISO, data protection, anti bribery…)
• Gather feedback from clients & delegates through post-event surveys & interviews to identify areas for improvement.
• Foster a culture of accountability, continuous improvement and operational excellence.
• Intervene when needed in the vendors’ collaboration to uphold quality standards.

Risk Management:

• Create and maintain a comprehensive risk register for operational processes to systematically identify and address potential risks.
• Conduct risk assessments to identify potential process and quality issues.
• Develop mitigation plans to reduce risks and ensure operational continuity.
• Prepare a Business Continuity Management Manual and lead crisis management simulations to equip teams for unexpected disruptions and ensure operational resilience.
• Establish protocols for data security risk assessment and mitigation.

Requirements & Skills:

Education & Experience:

• Master\’s degree with professional certifications such as Lean Six Sigma, PMP, or CMQ/OE is highly preferred.
• 3 to 5 years of experience in process & quality control management, or operational excellence roles.
• Proven track record in implementing and managing process improvement initiatives across multiple departments.
• Demonstrated success in risk assessment and mitigation planning.
• Demonstrable experience driving company-wide adherence to new processes as well as leading training sessions and ensuring adoption of process improvements.

Process Management:

• Expertise in process design, documentation, and implementation.
• Knowledge of Lean, Six Sigma, ISO or other process optimization methodologies and quality management systems.
• Familiarity with quality control frameworks and risk management practices.

Quality Control and Standards:

• Deep understanding of operational risk frameworks and control mechanisms.
• Familiarity with creating and maintaining SOPs and quality manuals.
• Knowledge of regulatory and industry compliance standards.

Soft competencies:

• Excellent capacity for analysis and synthesis.
• Strong analytical skills to track progress, measure performance, and provide actionable insights.
• Ability to identify inefficiencies, diagnose root causes, and design effective solutions.
• Strong interpersonal skills to work closely with department heads and teams.
• Ability to motivate and guide teams without direct authority.
• Expert at clearly documenting and communicating process changes and their benefits as well as delivering effective training sessions.
• Skilled at driving company-wide adoption of new processes.
• Experienced at encouraging a culture of continuous improvement and operational excellence.
• Experienced at developing cross-functional training programs for quality and process management.
• Proactive in addressing risks and quality issues with innovative solutions.

Technical Skills:

• Experience with tools like Lucidchart, Visio, or similar for process mapping & flowcharts design.
• Competence in using Notion, Confluence, or similar knowledge management systems.
• Knowledge of tools like Qualtrax, MasterControl, or similar systems for managing quality standards.
• Advanced experience with Excel, Google Sheets, or business intelligence tools like Tableau.
• Knowledge of advanced automation techniques to enhance process efficiency.
• Competence in using Google Workspace suite.

Sector knowledge:

• Prior experience in the event sector is not required.
• Understanding of the challenges and dynamics of working in a fast-paced / event-driven environment is an advantage.

Other requirements:

• Comfortable working remotely with global travel several weeks a year.
• Fluent in English (native or bilingual).
• High speed cable internet access in a quiet workspace.

Some of Our Benefits:

• Flexible Remote Work: 35-hour work week (Monday-Friday, 9:00-17:00 UK time).
• Generous PTO: 40 days, including bank holidays.
• Transparency: Equal, openly shared salaries.
• Support: Monthly Work-from-Home allowance and pension contributions.
• Purpose-Driven Work: Help build a more sustainable world.