Being part of the Business Process team, you will be responsible for optimizing and improving the overall efficiency and effectiveness of our organization's business processes. You will work closely with various departments, stakeholders, and teams to identify areas for improvement, design and implement streamlined processes, and monitor their performance to ensure they align with our business objectives. The role requires a keen understanding of business operations, solution mapping (on ERP), analytical thinking, and strong leadership skills to drive process changes successfully.

As a Business Process Manager, you will play a vital role in driving organizational efficiency, optimizing operations, and fostering a culture of continuous improvement. Your expertise in process management and leadership will contribute significantly to the success of our company's strategic initiatives.

Reporting to the Head, Process Design – Customer Care Solution, your responsibilities include, but not limited to:

Principal Accountabilities:
Process Analysis and Evaluation:
• Conduct comprehensive analysis of existing business processes to identify bottlenecks, inefficiencies, and areas for improvement.
• Collaborate with stakeholders to understand business requirements and align process changes with strategic goals.
• Utilize data-driven insights to identify key performance indicators (KPIs) and measure process performance and outcomes.
Process Design and Implementation:
• Develop and design streamlined processes and procedures that enhance productivity, reduce costs, and improve overall operational efficiency.
• Ensure that new processes are clearly documented, communicated to relevant teams, and effectively implemented.
• Work with cross-functional teams to gain buy-in and ensure smooth integration of process changes.
Process Monitoring and Optimization:
• Establish mechanisms for ongoing monitoring and evaluation of implemented processes to identify potential issues or deviations.
• Regularly analyze performance data, gather feedback, and adjust as needed to continuously improve processes.
• Implement best practices and industry standards to further optimize business processes.

Additional Requirements:
Change Management and Leadership:
• Lead change management initiatives to foster a culture of continuous improvement and process excellence.
• Engage and educate employees at all levels on process changes, addressing concerns, and promoting adoption.
• Provide guidance and support to teams during the transition phase and ensure adherence to new processes.
Continuous Improvement:
• Act as a champion for process excellence, promoting a culture of continuous improvement within the organization
• Identify opportunities to automate processes or integrate other technology solutions to streamline workflows.
• Monitor industry trends and best practices related to BPMN and process documentation to drive ongoing improvements.