PROCESS EXCELLENCE LEAD – CORPORATE TRAVEL (GRACE)

We are looking for a Process Excellence Lead to take ownership of the implementation of our new global travel platform, GRACE, in Canada. 

This is a hands-on, end-to-end role. You will be responsible for assisting in the build solution locally—from system setup and process design to documentation, testing, and rollout. Once established, the Canadian model will serve as the foundation for expansion into other MSC agencies globally. 

This role will report directly into the Chief People & Administration Officer, who will act as the Project Manager, and will work closely with MSC Canada’s corporate travel team as well as MSC’s Global Travel Team — CTI. 

A core and essential component of this role is serving as the primary backup to the Corporate Travel Coordinator. This responsibility is deliberate and foundational: it gives the incumbent direct, firsthand exposure to the day-to-day operational realities of corporate travel — the pace, the urgencies, the stakeholder expectations, and the recurring pain points. 

Operational Backup — Corporate Travel Coordinator 

This on-the-ground experience is what separates theoretical process design from workflows that are genuinely effective. By regularly stepping into the coordination function, the incumbent will be able to: 

• Design processes that reflect the real urgency and volume of travel operations; 
• Identify gaps or inefficiencies that would not be visible without direct involvement in the work; 
• Build credibility with internal teams and vendors, driving stronger buy-in during rollout; 
• Validate that every piece of documentation, SOP, and system configuration works under real conditions — not just in theory. 

The incumbent is expected to step into this backup role on a regular basis — during absences, peak periods, or as the situation requires — and to feed the learnings from that direct exposure back into the process design and improvement work. 

What You’ll Be Responsible For 

Project Implementation 

• Leading the full implementation of GRACE in Canada, from initial setup through to go-live and stabilization; 
• central administrator for the project, Acting as the  
• day-to-day cadence of the project, Managing the  
• meeting coordination and note-taking, Taking ownership of  
• timelines and accountability; Holding structure around  
• Working closely with internal teams (HR, Finance, IT, Procurement, Operations) and external partners to move the project forward; 
• Designing clear, practical travel processes that are easy to follow and scalable, in accordance with the direction of the Head of International Service Delivery; 
• Mapping workflows across booking, approvals, expenses, and reporting; 
• Tracking system configurations and supporting testing phases, including user acceptance testing; 
• Identifying and escalating issues to the project manager before go-live to ensure a smooth launch. 

Process & Documentation 

• standard operating procedures (SOPs) Creating and maintaining  
• Building a central repository for documentation that is organized, accessible, and easy to maintain; 
• Ensuring documentation is clear enough to be reused by other regions without rework; 
• Maintaining accurate records of project decisions, changes, and key milestones; 
• Keeping materials up to date as the system and processes evolve. 

Governance & Structure 

• Defining and implementing clear governance guidelines, role accountability, and approval processes; 
• Ensuring alignment with internal policies and overall compliance requirements; 
• Supporting a consistent and structured way of working across teams; 
• Reinforcing accountability and ensuring no gaps in ownership across the project. 

Looking Ahead (Global Rollout) 

• Documenting the Canadian setup so it can be rolled out to other MSC agencies; 
• Supporting future implementations by sharing documentation, processes, and lessons learned. 

Why This Role 

This is an opportunity to build something from the ground up and play a key role in shaping how travel is managed across MSC. The work done in Canada will serve as the foundation for other regions, making this a high-impact role with strong visibility.