Business Process Analyst

Key Responsibilities:

• Analyze, evaluate, and model existing processes for improvement opportunities.
• Organize and facilitate cross-functional projects.
• Identify process improvement options and develop metrics for process management.
• Collect data for root cause analysis and measure performance against process requirements.
• Manage resources, including team members, to implement improvement projects.
• Provide consultation on re-engineering techniques to enhance process performance and product quality.
• Deploy improvement plans from conception through to closure.
• Deliver presentations and training courses on measurement, analysis, improvement, and control.
• Transition processes with minimal effort for stakeholders and ensure high service quality.
• Create process flow charts and standard operating procedures.
• Define and agree upon SLA and TAT for newly transitioned processes.
• Manage customer experience by providing faster resolution, effortless experience, and improved engagement.
• Communicate effectively across multiple channels (phone, email, chat, service tickets).
• Ensure change management practices are followed, including communication, training, and documentation development.