Process Associate-GEN -0002

JOB PURPOSE: To execute and monitor core business processes using established guidelines and procedures, ensuring operational targets, quality standards, and customer-service levels are met consistently

KEY ACCOUNTABILITIES

Process Management: Adhere to SOPs and process guidelines to meet targets for volume, turnaround time, productivity, and quality

• Identify process bottlenecks and collaborate on improvement initiatives to streamline workflows
• Monitor performance metrics in own area and escalate variances to supervisory staff
• Knowledge Management: Utilize process manuals, work instructions, and knowledge repositories to perform tasks accurately
• Document updates and best practices, contributing to a centralized knowledge-management system
• Operational Excellence: Conduct quality checks on deliverables, reviewing work for errors before submission
• Provide proactive feedback on system issues and support pilot testing of process enhancements
• Communication & Teamwork: Communicate clearly with team members and stakeholders to clarify requirements and share updates
• Participate in cross-functional meetings and support colleagues to meet collective objectives
• Customer Service: Respond promptly to internal and external inquiries regarding process status, ensuring accurate information delivery
• Maintain a strong customer focus by adhering to service-level agreements and understanding stakeholder needs

SPAN OF COMMUNICATION Internal: Process Experts, Operations Managers, Peer Process Associates External: Vendors, Service Providers (as directed)

Required Qualifications:

• Bachelor’s degree or equivalent professional qualification

Preferred Experience:

• 3–5 years in process-driven or shared-services roles, with exposure to SLA-based environments

Core Competencies:

• Process Adherence
• Quality Focus
• Team Collaboration
• Continuous Improvement
• Communication
• Analytical Thinking