Business Process Lead

Job Description

Business Process Lead

Noida-India

Ensures smooth operation and continuous improvement of a business-critical application across segments. They provide technical support, maintain project documentation, and drive user satisfaction through proactive engagement. Strong relationship-building and multi-channel communication are key to managing diverse stakeholders. The role involves analysing performance data, enhancing customer experience, and supporting data governance. Content creation and strategic messaging are essential to promote system updates and maintain relevance.

You will Report to the Manager.

Responsibilities:

1. Technical Support

• Good Knowledge of Database and Power Platform solution.
• Provide prompt and effective technical assistance to users.
• Troubleshoot and resolve system functionality issues.
• Implement system updates, patches, and configuration changes.
• Monitor system performance and proactively identify potential issues.
• Deliver ongoing training and support to enhance user proficiency.

2. Project Maintenance

• Maintain and update project documentation to reflect system changes and new features.
• Incorporate user feedback and evolving requirements into system enhancements.
• Coordinate with stakeholders to ensure uninterrupted project operations.
• Ensure all project content remains current and relevant.

3. Relationship Management

• Build and nurture strong relationships with internal and external stakeholders.
• Communicate effectively with both technical and non-technical audiences.

4. Reporting & Analysis

• Generate regular reports on system performance and user feedback.
• Analyze data to identify trends and improvement opportunities.
• Design and maintain dashboards for real-time insights into key performance indicators (KPIs).

5. Customer Experience Ownership

• Drive faster issue resolution and deliver an effortless user experience.
• Strengthening customer engagement through proactive communication and support.

6. Multi-Channel Communication

• Demonstrate effective communication across phone, email, chat, and service ticket platforms.

7. Data Governance & Content Creation

• Support data governance initiatives to ensure data integrity and compliance.
• Create engaging marketing content to promote new features and updates.
• Develop high-quality, professional presentations and communication materials.

The Essentials - You Will Have:

• Bachelor of Science in Computer Science, Computer Engineering, or any other Engineering or graduates
• Act as the liaison between business teams and RPA/Automation developers.
• Gather and validate requirements, ensuring clarity for technical implementation.
• Ensure compliance with governance and quality standards for automated solutions.
• Provide feedback and continuous improvement recommendations post-implementation.
• Inspires and aligns cross-functional teams toward achieving customer satisfaction, regulatory/IT compliance, and continuous improvement goals.
• Provides expert guidance to delivery teams on automation framework/model and risk mitigation.
• Recognizes and celebrates projects achievements, reinforcing a culture of excellence and continuous learning.

The Preferred - You Might Also Have:

• 3 to 6 years of relatable work experience in a fast-paced business environment
• Strong troubleshooting and technical support skills.
• Experience maintaining project documentation and managing system updates.
• Excellent stakeholder communication and relationship-building abilities.
• Proficiency in reporting tools and dashboard creation.
• Familiarity with data governance and compliance standards.
• Skilled in creating engaging content and presentations.
• Comfortable with multi-channel communication platforms.

What We Offer:

• Comprehensive mindfulness programs with a premium membership to Calm
• Volunteer Paid Time off available after 6 months of employment for eligible employees
• Company volunteer and donation matching program - Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
• Employee Assistance Program
• Personalized wellbeing programs through our OnTrack program
• On-demand digital course library for professional development

... and other local benefits!

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