Business Process Lead at Tek Experts

Responsibilities

• Drive business impact by combining analysis of end-to-end internal business processes and suggesting optimization and improvement to enhance the customer experience
• Manage all business related processes and implementation globally
• Closely work with the client stakeholders on process performance insights, changes, improvements or related new process needs identified
• Build and document standardized global processes based on pre-defined standards
• Ensure consistency in all existing processes
• Create appropriate documentation (Process, Policies, Playbooks) as required to design and implement sustainable process and business system solutions
• Continuously identify opportunities for process improvement and the desired future state
• Drive process optimization and promote commonality in processes and tools
• Assist Operational, Quality and L&D teams with implementing improvements and solutions

Qualifications

• Bachelor’s degree or equivalent professional experience
• Business Process Optimization Methodologies (Six Sigma/Lean/ Green Belt Certification), ITIL or related qualifications
• Advanced Analytical & Data Skills - Specifically Excel, Power BI
• Proficient with various office productivity applications - Visio, Project, & PowerPoint Key Attributes and Competencies to be successful in this role
• Minimum 2 years of experience in similar role or equivalent capacity
• Background in Process, Quality, and Analytics
• Prior experience in Customer Support or Customer Operations, with a strong understanding of delivery and process excellence
• Excellent verbal and written communication skills, with the ability to interact at all levels of the organization
• Strong process-oriented thinking with the ability to integrate cross-functional teams
• Ability to apply critical thinking and analytical skills to identify trends in data, define problem statements clearly and accurately, and apply structured and disciplined methodologies to identify root causes and implement solutions