Job description:

Location: Manila (Hybrid)

Engagement: Project-Based / Consulting

Whitehall is seeking a Team Lead to drive process documentation and service management deliverables within an enterprise environment. This role will lead a small team of analysts and writers, ensuring consistency, quality, and timely delivery of outputs aligned with client expectations.

The position requires a hands-on leader who can balance team coordination, stakeholder engagement, and direct contribution to key deliverables.

Role Overview

The Team Lead will oversee end-to-end documentation activities across multiple service areas, while serving as the primary point of contact for the client’s service management function. The role involves both leadership and execution—guiding the team while directly contributing to the development of process artifacts and documentation outputs.

Key Responsibilities

1. Team Leadership & Delivery Management

• Oversee day-to-day activities of the documentation team, including workload allocation and progress tracking
• Conduct internal quality reviews and ensure alignment with agreed standards and timelines
• Proactively identify risks, dependencies, and blockers, and drive resolution

2. Documentation Standards & Governance

• Establish and maintain templates, frameworks, and documentation guidelines
• Ensure consistency and quality across all deliverables
• Promote structured and repeatable approaches to process documentation

3. Process Documentation & Analysis (Hands-on)

• Facilitate working sessions with subject matter experts to capture and validate processes
• Develop key deliverables such as process maps, RACI matrices, and performance metrics
• Support the design of clear, actionable, and business-aligned documentation

4. Stakeholder Management & Client Engagement

• Act as the primary interface with client stakeholders, including service management leads
• Present outputs for validation and sign-off
• Lead regular check-ins and review sessions to ensure alignment and progress visibility

Qualifications

• Experience: 5–7 years in process documentation, business analysis, or related roles, with at least 2 years in a leadership capacity
• Industry Exposure: Background in Shared Services, BPO, or enterprise service management environments
• Technical Skills: Proficiency in process mapping tools (e.g., Visio, Lucidchart) and familiarity with BPMN standards; exposure to ITSM tools such as ServiceNow or Jira is an advantage
• Education: Bachelor’s degree in Business, Industrial Engineering, Information Systems, or related field
• Core Strengths: Strong facilitation, stakeholder management, and structured problem-solving skills

Application Question(s):

• How many years of experience do you have in process documentation or business analysis?
• Have you worked in Shared Services, BPO, or enterprise service management environments?
• Are you proficient in process mapping tools such as Visio or Lucidchart?
• Do you have experience facilitating workshops with stakeholders or SMEs?
• What is your salary expectation from 40k-60k?
• Are you willing to be engaged as an Independent Contractor under the Philippine setup (i.e., not a company employee, responsible for your own taxes and government contributions)?