Job Description
Department: Operations - Transitions
Reports To: Senior Transitions Manager
Location: Alabang (On-site), Muntinlupa City, Metro Manila, Philippines
About Pinnacle Intelligence:
Pinnacle Intelligence is at the forefront of transforming the automotive retail industry. We provide AI-powered, sustainable, and scalable digital solutions designed to engage customers, accelerate sales growth, and elevate the entire auto retail value chain. Our mission is to revolutionize the automotive retail industry through intelligent technology, unlocking dealerships' full potential and setting new standards of efficiency, profitability, and market leadership. We are dedicated to powering the future of auto retail with AI, Data, and Automation, driven by intelligence at every turn.
Position Summary:
The Documentation Specialist is responsible for developing, maintaining, and continuously improving the organization's process documentation, standard operating procedures (SOPs), process flows, and other business documentation. The role works closely with Operations, Quality, Compliance, Business Development, and other functional teams to translate business requirements and operational practices into clear, standardized, and audit-ready documentation. The Documentation Specialist also supports ISO compliance, audit preparation, and certification activities, ensuring that documented processes align with applicable standards and organizational requirements. In addition, the role contributes to business development initiatives by preparing process documentation, workflows, and supporting materials required for client presentations, proposals, and solution development.
Key Responsibilities:
- SOP & Process Documentation
- Create, develop, review, and maintain Standard Operating Procedures (SOPs), work instructions, process manuals, policies, and other operational documentation.
- Gather information from process owners and subject matter experts to accurately document current and future-state processes.
- Translate complex operational requirements into clear, structured, and user-friendly documentation.
- Ensure documentation is accurate, consistent, current, and aligned with approved business processes.
- Establish and maintain document version control, ownership, review cycles, and change history.
- Identify outdated, incomplete, or inconsistent documentation and coordinate necessary updates.
- Process Mapping & Flow Design
- Design and develop process flows, workflow diagrams, swimlane diagrams, and other visual representations of business processes.
- Map current-state and future-state processes to identify gaps, redundancies, risks, and opportunities for improvement.
- Work with process owners to validate workflows and ensure documented processes accurately reflect actual operations.
- Translate business requirements into structured process flows that can be used for implementation, training, audit, and continuous improvement initiatives.
- Standardize process mapping and documentation methodologies across the organization.
- ISO Compliance, Audit & Certification
- Support the development, implementation, and maintenance of documentation required for ISO compliance and certification.
- Maintain an organized and audit-ready documentation repository.
- Coordinate with process owners to ensure required documents, records, and evidence are complete and up to date.
- Support internal and external ISO audits by preparing documentation, evidence, process records, and other required materials.
- Track audit findings, observations, corrective actions, and required documentation updates.
- Assist in monitoring compliance with documented processes and applicable ISO requirements.
- Support continuous improvement initiatives arising from audit findings and certification requirements.
- Coordinate with relevant stakeholders during ISO certification, surveillance, and recertification activities.
- Business Development Support
- Support Business Development and Solutions teams in developing process documentation, workflows, operating models, and other materials for client opportunities.
- Translate proposed solutions and client requirements into clear process flows and supporting documentation.
- Assist in preparing process-related content for proposals, presentations, RFP/RFI responses, and client discussions.
- Collaborate with internal stakeholders to document proposed processes and ensure operational feasibility.
- Help develop standardized documentation and reusable process materials that can support future business opportunities.
- Process Improvement & Governance
- Identify documentation and process gaps that may create operational, compliance, quality, or customer risks.
- Recommend improvements to processes, documentation standards, and workflow designs.
- Partner with Operations, Quality, Compliance, IT, and other functions to ensure process changes are properly documented and implemented.
- Establish documentation standards, templates, naming conventions, and governance practices.
- Maintain a centralized and organized repository of controlled process documentation.
- Monitor documentation review schedules and ensure timely updates following process or organizational changes.
Skills & Qualifications:
Required:
- Bachelor's degree in Business Administration, Management, Industrial Engineering, Operations Management, or a related field.
- 3–5 years of experience in process documentation, SOP development, business process management, quality, compliance, or a related role.
- Strong experience in developing SOPs, policies, work instructions, and process documentation.
- Demonstrated ability to create and interpret process flows and workflow diagrams.
- Strong understanding of process documentation standards, document control, and process governance.
- Strong written and verbal communication skills with excellent attention to detail.
- Ability to work effectively with multiple stakeholders and subject matter experts.
Preferred:
- Experience in the BPO, shared services, outsourcing, or service operations industry.
- Experience supporting ISO audits, certification, surveillance, or recertification activities.
- Knowledge of ISO 9001 or other relevant ISO management system standards.
- Experience supporting Business Development, Solutions, Pre-Sales, or RFP/RFI activities.
- Familiarity with process mapping tools such as Microsoft Visio, Lucidchart, Draw.io, or similar platforms.
- Lean Six Sigma or Business Process Management certification is an advantage.
- Experience with document management or knowledge management systems.
Why Join Pinnacle Intelligence?
Pinnacle Intelligence offers a unique opportunity to be part of a growing and innovative company that is redefining intelligent business solutions for the automotive retail industry. We provide a collaborative work environment, opportunities for professional growth, and the chance to make a significant impact on our clients' success. If you are a skilled and passionate individual eager to contribute to a dynamic team, we encourage you to apply!
