Business Process Operations Lead

Job Description: Business Process Operations Lead

Role Summary

The Operations Supervisor is responsible for transitioning manual, undocumented tasks into a structured, offshore service model. The primary objective is to capture decisions currently based on experience rather than written rules—and convert them into a scalable, high-control operation. This role requires a blend of analytical thinking, documentation skills, and the ability to manage sensitive data with high privacy standards.

Core Responsibilities

· Process Mapping: Observe manual workflows and translate them into clear, step-by-step Standard Operating Procedures (SOPs).

· Dynamic Logic Management: Identify and codify \"non-static\" business rules—scenarios where decisions change based on external variables (e.g., seasonality or congestion)—to ensure consistent team output.

· Rapid Knowledge Transfer: Learn complex tasks quickly and train team members within tight deadlines (24–48 hours) to ensure business continuity.

· Quality & Control: Establish and oversee a \"double-check\" verification layer to ensure 100% accuracy in sensitive data entry and financial processing.

· Issue Resolution: Act as the primary point of contact for the team to resolve \"SOP queries\" and logic gaps, coordinating directly with stakeholders for clarification.

· Performance Governance: Maintain and present monthly KPI summaries and quarterly reviews focusing on accuracy, turnaround time, and process stability.

· Data Sensitivity: A disciplined approach to managing high-risk financial data with a focus on audit trails and access control.

Required Skill Set

· Critical Thinking: Ability to interpret ambiguous instructions and identify the underlying logic in manual decisions.

· Technical Writing: Proficiency in creating structured checklists, flowcharts, and rule-based documentation that others can easily follow.

· Data Sensitivity & Privacy: A disciplined approach to managing high-risk information with a focus on audit trails and access control.

· Operational Agility: Proven ability to adapt to changing priorities and train others in an evolving environment.

· Detail Orientation: An inherent focus on verifying data points to identify errors before they impact the business.

Experience & Requirements

· Experience: 5+ years in a lead role within a BPO or Shared Services environment, specifically in process migration or transition.

· Education: Bachelor’s degree in business, Finance, or a related analytical field.

· Tools: High proficiency in Microsoft Excel and experience managing workflows with Microsoft Azure and collaborative tools (Microsoft Teams/DevOps) is an added advantage.