Process Manager

Job Summary

As a Business Process Manager, you will be a part of Continual Improvement team, playing a pivotal role in driving organizational change, enhancing efficiency, and optimizing business processes through process reengineering, digital/ automation solutions and innovation. Your focus will be on identifying opportunities, collaborating with stakeholders to streamline operations, improve workflows through leveraging Six Sigma or equivalent methodologies along with Change management to ensure the effectiveness of the new processes and provide training and support to the team members, to ensure that the best practices are followed, and new process is well adopted in the environment.

Key Responsibilities

• Identifying Improvement Opportunities
• Experience leading process mapping and / or workshop facilitation activities; facilitation skills for working issues and identifying opportunities with groups and teams
• Analyzing current business processes, workflows and procedures to identify areas for improvement.
• Conduct a thorough data analysis and process mapping to identify obstacles, inefficiencies and opportunities for improvement.
• Raise the problem tickets to investigate the cause of recurring issues
• Document the as-is process flow to identify gaps
• Lead Process Optimization initiatives:
• Developing and implementing optimized processes and procedures to enhance efficiency, productivity and customer satisfaction.
• Lead initiatives to drive toil reduction / reduction in the recurring issues in environment, reducing false positives or activities that can be digitized
• Develop and implement relevant To-be processes and technologies to optimize the organization’s internal operations, using combination of process re-engineering & digital/automation solutions.
• Stakeholder Engagement:
• Collaborate with cross-functional teams to identify process improvements and design and execute innovative solutions.
• Collaborate with executives, department heads, and teams to align process optimization efforts with business objectives.
• Influence decision-makers by presenting logical solutions backed by data driven discovery and decision making on approaches & prioritization & plan to optimize identified processes and demonstrating the value of optimization.
• Change Management:
• Lead change management efforts to ensure a smooth transition and adoption of new processes and systems.
• Monitor progress, identify risks, and provide timely solutions.
• Deliver training programs to educate employees on new processes and technologies.
• Measure key performance indicators, benchmark and publish effectiveness of deployed solutions and drive continuous improvement.
• Create process documentation and guidelines, including standard operating procedures and workflow diagrams.
• Work with Operations and Finance team to identify planned vs actual savings (post solution deployment) and realize/release/re-deploy the locked up operational budgets.
• Present and articulate the impact created as a result of automations implemented to executive leadership
• Continuous Learning:
• Stay abreast of industry trends, best practices, and emerging technologies related to process automation and transformation.
• Mentor and coach others on team

Qualifications

• Education: Bachelor’s or master’s in business or engineering
• Certifications: Certifications such as LEAN or Six Sigma is a must. PMP is highly preferred

Skills and experience

Process Manager should have overall experience of 5+ years with following skills and experience

• 4+ years of experience in business process analysis. Project management experience is preferred.
• Experience in driving improvements for Application/ Production support teams is highly preferred
• Expert in doing analysis on Excel or other analytical tools
• Proven experience in business process efficiency, automation and change management.
• Strong analytical skills with the ability to collect, interpret complex data and identify root causes to help solve problems
• Proficiency in Microsoft Office suite, including Excel, PowerPoint and Visio.
• Must be a team player and able to work effectively at all levels in an organization
• Strong communication and presentation skills to effectively communicate process changes and recommendations to stakeholders at all levels.
• Working knowledge of Incident/Problem/Change Management frameworks such as ITIL v3/v4, TQM or ISO 9000:2000.
• Familiarity with process mapping and modelling techniques.
• Familiarity with automation, data analytics and visualization tools is a must

We are an equal opportunity employer. All qualified applicants will be considered for employment without regard to caste, colour, creed, religion, gender, gender identity, sexual orientation, age, disability, HIV status, or any other status protected by law. Candidates with disabilities who require accommodations during the recruitment process are encouraged to contact our Talent Acquisition team to place a request.