Process & SOP Specialist
Our Client runs three priority processes — Dispatch & Routing, Driver & Safety, and Fuel & Cost Control — on informal, undocumented practice that lives in individual people's heads. The Process & SOP Specialist exists to convert that tacit knowledge into clear, documented, trainable Standard Operating Procedures, without pulling the client's already-stretched operational leaders into long interviews or workshops they don't have time for. This is a hands-on, field-based role: most of the work happens on the dispatch floor and in the yard, not in a conference room.
Key Responsibilities
- Observe operations directly. Shadow dispatch, maintenance handoff, and fuel processes as they
actually happen, rather than requesting scheduled interviews with process owners.
- Draft from evidence, not memory. Write first-draft SOPs from direct observation and existing
records — dispatch logs, incident reports, handover notes — before asking any process owner for
input.
- Validate fast. Bring drafts to process owners for short, targeted correction sessions rather than
open-ended discussions; their time is spent fixing a draft, not building one from scratch.
- Pilot on the ground. Run each draft SOP with the relevant team in real conditions, capture what
breaks, and refine accordingly.
- Finalize and assign ownership. Close out each SOP with a named CLIENT document owner
responsible for version control and future review.
- Train and hand over. Deliver practical training sessions to the staff who will use each SOP, and
complete formal sign-off with the relevant department head.
- Coordinate access through the Embedded Operations Advisor rather than independently
approaching CLIENT department heads, using the standing relationship already built with CLIENT
leadership.
- Report progress through the Jubilee Engagement Lead into the existing monthly leadership
summary — this role does not create a separate reporting track.
Required Skills and Experience
- Demonstrated experience in process documentation, business process mapping, or SOP
development — ideally within transport, logistics, manufacturing, or another operations-heavy
environment.
- Strong field-based observation skills: comfortable spending the majority of the working week on-
site, watching real work happen, rather than running meetings.
- Excellent technical writing — able to turn observed behaviour into procedures that a new hire could
follow without additional explanation.
- Stakeholder engagement suited to busy, reactive operational environments — concise, respectful of
people's time, able to secure validation quickly.
- Working knowledge of transport/logistics operations (dispatch and routing, driver safety practice,
fuel reconciliation) is a strong advantage.
- Facilitation and training delivery skills for the handover phase.
- Comfortable operating with a defined, time-boxed mandate and handing off cleanly at the end of a
fixed term.
Working Arrangements
This is a fixed-term, single-purpose engagement — six (6) months, scoped to SOP development. The role is contractually engaged by Jubilee Support Company Limited and works day-to-day within CLIENT's operations, under the coordination of the Jubilee Engagement Lead. CLIENT's Exco sponsor confirms process-owner access and cooperation at kickoff, so scheduling does not depend on individual willingness during a busy operational week.
Success Measures
- All three SOPs (Dispatch & Routing, Driver & Safety, Fuel & Cost Control, etc) finalized, piloted, and
signed off.
- SOP adoption rate of at least 80% of observed staff following the documented procedure, measured by spot audit three months after handover.
- At least one named, visible operational improvement delivered within the first four weeks, ahead of
full SOP completion.
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