Process Excellence Lead

Company Description

Join the leader in global work. Vialto helps leading organizations identify, develop, and execute their workforce priorities with confidence. Our practice areas include global tax, immigration, rewards, advisory and Vialto private and our team is the gold standard in navigating the complexities of cross-border compliance, and workforce strategies. We look for people our clients and assignees can count on to thoughtfully deliver clear solutions to complex problems.

To be the best in the business, we cultivate a dynamic, highly collaborative culture that fuels the growth of our people. We invite you to inquire boldly, learn deeply, and grow endlessly with us. You’ll work alongside recognized experts, shaping people-first, technology-driven solutions that drive the future of work. We help our clients achieve their goals and imagine new possibilities. And we can do the same for you. Whatever your aspirations, Vialto can help you find your way.
Job Description

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.

Key Responsibilities include but not limited to:

Process Improvement & Optimization 

• Support delivery of 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 defined problem statements, improvement plans, measurable outcomes, and sustained operational changes. 
• Support implementation of process changes designed to improve quality, efficiency, consistency, and scalability. 

• Execute approved process changes designed to improve quality, efficiency, consistency, and scalability. 

• Track and measure outcomes from improvement initiatives to ensure benefits are realized.  

Service Performance & SLA Improvement 

• Monitor operational performance against established service expectations and SLA targets. 

• Support analysis of missed SLAs, delays, rework, and operational exceptions. 

• Identify trends and recurring performance issues requiring process improvements. 

• Partner with operational teams to implement corrective actions and sustainable improvements. 

• Assist with development and reporting of operational performance measures.  

Process Documentation & Standardization 

• Create and maintain process maps, SOPs, playbooks, workflows, and supporting documentation. 

• Support implementation of standardized processes across territories. 

• Ensure process changes are clearly documented, communicated, and embedded into delivery teams. 

• Assist with governance activities designed to monitor process adherence and consistency. 

• Support ongoing maintenance of operational process documentation.  

Data Analytics & Performance Insights 

• Use operational data to identify trends, issues, risks, and improvement opportunities. 

• Partner with Data Analytics teams to support performance measurement and reporting. 

• Track metrics such as cycle time, throughput, quality performance, SLA adherence, and process compliance. 

• Support development of dashboards and performance reporting materials. 

• Provide insights that help prioritize improvement initiatives and resource allocation decisions.  

Cross-Functional Collaboration 

• Partner with Process & Delivery Excellence, Operations, Platform, Product, Data, and Client Transition teams. 

• Support alignment between operational processes and technology-enabled workflows. 

• Facilitate process design sessions, root-cause analysis, operational reviews, and structured improvement workshops 
• Manage the execution of assigned improvement initiatives and ensure agreed follow-up actions are completed. 
• Support implementation activities across multiple stakeholder groups.  

Change Management & Adoption 

• Support successful implementation of process changes across operational teams. 

• Develop supporting guidance, training materials, and adoption tools. 

• Gather stakeholder feedback regarding new processes and ways of working. 

• Help identify adoption barriers and support mitigation activities. 

• Monitor sustainability of implemented improvements and recommend follow-up actions.  

Experience & Profile 

Required Qualifications 

• 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.  

Preferred Qualifications 

• 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. 

Additional Information

• This is a regular, full-time role
• This is a hybrid role.
• Location: New York, London, Toronto. This is a global role so other locations are open, but locations near a Vialto office are preferred.
• The salary range for this role is between $110K and $140K CAD, and $125K and $150K USD.  Individual salaries are based on education, geographic location, and alignment to the market data.

We are an equal opportunity employer that does not discriminate on the basis of any legally protected status.
Please note, AI is used as part of the application process