CIM Business Process Analyst

Job description

We are seeking a dynamic and experienced Business Process Analyst to join our Customer Information Management (CIM) team. This role is pivotal in ensuring the smooth execution of daily operations, managing team resources, handling escalations, and driving continuous improvement initiatives. The ideal candidate should be proactive and self-motivated, passionate about process excellence, and capable of fostering strong partnerships across global teams.

Major Responsibilities

• Team Leadership Resource Management
• Lead and mentor a team of Business Process Analysts.
• Allocate tasks effectively and ensure optimal resource utilization.
• Act as the first point of contact for team members for work-related guidance and support.
• Operational Oversight
• Oversee day-to-day operations of the CIM team, ensuring timely and accurate execution of tasks.
• Monitor key performance indicators and drive adherence to SLAs and quality standards.
• Coordinate with marketing - sales team for the data validation and product ID entries in CRM.
• Ensures proper control, recording and classification of transactions.
• Interfaces with sales support, customer service and Marcom teams to ensure compliance.
• Resolves problems by applying established policies, procedures and tactics.
• Escalation Partner Management
• Handle operational and stakeholder escalations with professionalism and urgency.
• Build and maintain strong relationships with internal and external partners.
• Process Excellence Initiatives
• Identify opportunities for process improvements and automation.
• Lead and support strategic initiatives aimed at enhancing data quality, efficiency, and customer experience.
• Ensure compliance with global data goverce and privacy standards.
• Drive Innovation in team and deliver results.
• Quality Monitoring Reporting
• Drive high process quality through regular audits, feedback loops, and training.
• Prepare and present performance reports to leadership and stakeholders.

3. Key Skills Required

i) Must Haves

• Proven experience in business process management or customer data operations.
• Strong knowledge of E2E CIM operations
• Minimum 3-4 years of extensive work experience in SAP CRM particularly in Leads, Non-Leads and Marketing response creation
• Strong hold in MS Excel and data analytics
• Strong leadership and team management capabilities.
• Project Management experience
• Excellent communication and stakeholder engagement skills.
• Analytical mindset with attention to detail and problem-solving abilities.
• Ability to work in a fast-paced, global environment with cross-functional teams.
• Team player with ability to adapt to situations
• Flexibility to work in rotational shifts as per business requirements

ii) Good to Have

• Basic knowledge of Salesforce CRM
• Basic knowledge in Power platform
• Experience in Lean Six Sigma or other process improvement methodologies.
• Familiarity with project management tools (eg, JIRA, MS Project).
• Exposure to automation tools or RPA (Robotic Process Automation).