Process Controller

About the Role

As a Process Controller at RAB, you'll make sure the way we run our driver rental operation is clear, owned, and measurable - from driver onboarding and payments to vehicle support and collection. You'll map how work actually flows across teams, turn it into SOPs that live inside our tools, and set control points that catch deviations before they become losses. Your work directly reduces leakage, shortens resolution times, and keeps thousands of drivers on the road across Jabodetabek. You'll work closely with Business Operations, the Driver Support team, Vehicle Ops, Finance/Collection, and the internal tools (RABOS) team.

What you will do

• Map end-to-end operational processes (onboarding, payments and collection, vehicle service, driver support) and define a clear owner and source of truth for each step.
• Write and maintain SOPs, work instructions, and routing matrices that are embedded in daily tools such as RABOS and FMS, not left as static documents.
• Design control points and KPIs (SLA, ticket aging, reconciliation gaps, no-show rates) and monitor them through regular reports and dashboards.
• Detect, investigate, and escalate process deviations - e.g. unreconciled payments, mis-routed tickets, missed SLAs - and drive corrective actions to closure.
• Run periodic process audits and data reconciliations between operational systems and finance records.
• Collaborate with ops, finance, and product/tech teams to translate process requirements into system features, automations, and access controls.
• Lead rollout of new or changed processes: training, communication to teams and drivers, and post-launch review.

What you will need

• Have experience in business process improvement, operations excellence, or audit.
• Proven experience writing SOPs and work instructions, and mapping processes.
• Strong data skills: advanced spreadsheets (pivot, lookup, reconciliation);
• Structured problem-solving: able to find root causes of deviations and propose practical, tool-based fixes.
• Clear communication and stakeholder management across ops, finance, and tech, including frontline teams.
• Fluent in Bahasa Indonesia and good working English; based in or able to work in Tangerang - Ciater