Job Description

Objective

The Business Process Analyst / Manager plays a critical role in designing, optimizing, and scaling operational processes that enable ZUS COFFEE’s rapid regional expansion. This role is responsible for evaluating current workflows, identifying gaps across People, Process, and Technology (PPT), and implementing improved Target Operating Models (TOM). The successful candidate will translate strategic objectives into actionable processes and deliver comprehensive playbooks to drive execution across business units and regional markets. This position is ideal for professionals who are analytical, systems-oriented, and passionate about enabling operational scalability through structured change.

Position Responsibilities

• Analyze and map current-state business processes across HQ, outlets, and regional market expansion.
• Identify inefficiencies and design improved workflows aligned with operational and strategic goals.
• Develop scalable Target Operating Models (TOM), ensuring strong alignment across departments. 
• Create clear, structured Playbooks to standardize and guide process implementation in new markets.
• Lead or contribute to requirements gathering, stakeholder interviews, and validation workshops.
• Translate high-level business needs into functional documentation to support implementation teams.
• Collaborate with product, tech, and operations teams to ensure seamless system-process alignment.
• Drive continuous process improvement through performance tracking, root-cause analysis, and feedback integration.
• Ensure consistent documentation, knowledge transfer, and governance frameworks across process changes.

Job Requirements

Qualification and Experience

• 5+ years of experience in business transformation, operating model design, or process leadership.
• Bachelor’s degree in Business Administration, Industrial Engineering, Operations, or a related field.
• Business Acumen: Strong understanding of organizational structure, operational levers, and business drivers across functions such as operations, finance, HR, and supply chain.
• Business Analysis Skills: Ability to elicit, analyze, and translate business needs into structured documentation.
• Proficient in drafting both Business Requirements Documents and Functional Requirements Documents.
• Experience leading discovery workshops, stakeholder interviews, and requirement-gathering sessions.
• Familiarity with operating model frameworks and process redesign methodologies.
• Proficient in process mapping tools and methods. 
• Understanding of business process automation (BPA), workflow design, and systems integration.
• Ability to align process improvements with existing or new technology capabilities.
• Strong analytical thinking with a solution-oriented mindset.
• Effective communicator able to translate complex requirements into clear documentation.
• Highly collaborative with strong stakeholder engagement skills.
• Self-driven, structured, and able to manage ambiguity in dynamic environments.
• Experience supporting regional expansion, multi-country operations, or cross-border project rollouts.
• Exposure to enterprise systems such as ERP, HRMS, POS, or workflow automation tools.
• Familiarity with Lean Six Sigma, Agile, or Business Process Management (BPM) methodologies.
• Proven ability to develop and document structured knowledge assets such as process manuals, SOPs, or playbooks.
• Prior experience working in cross-functional teams and high-growth environments.

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