Objective of the Role :

- Business Process Analyst will be responsible for developing, implementing, and optimizing robust processes across the charging infrastructure business unit to ensure operational efficiency, scalability, and alignment with Service Level Agreements (SLAs). The role will focus on enhancing the end-to-end lifecycle of charging solution deployment, maintenance, and support, thereby contributing to seamless customer and stakeholder experiences.

- This role aims to enhance operational efficiency, improve business performance metrics, and support strategic business planning through effective collaboration, process automation, and comprehensive data analysis

Key Responsibilities:

- Process setup for scalable business and SLA alignment for all steps with required stakeholders

- Work with Project Managers / Subject Matter Experts to develop and implement Standard Operating Procedures (SOPs) for core business activities, including customer onboarding, order fulfilment, field service operations, product life cycle management, payment collection and reconciliation, customer support and partner integration

- Prepare and own the process documents

- Develop and maintain Service Level Agreements (SLAs) with key stakeholders for each process

- Collaborate with cross-functional teams to ensure seamless process execution

- Monitor and evaluate the effectiveness of implemented process by conducting process audits and identify areas for improvement

- Implement process improvement methodologies

- Develop and deliver training programs to team members on new processes and best practices

- Collaborate with digital team to automate the processes, tracking and assignment of tasks.

- Work with Business head for preparation of annual business plans

- Measure Business performance metrics against Policy Documents and report periodic updates to leadership

- Conduct a thorough data analysis using the dashboards and identify inefficiencies and generate insights for the business

- Stay updated on industry trends, emerging technologies and process improvement methodologies

Skills Required:

- Strong analytical and problem-solving skills

- Understanding of project management methodologies and tools

- Experience in process mapping, documentation, and improvement methodologies

- Strong data analysis skills with proficiency in MS Office Suite (Excel, Word, PowerPoint)

- Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively with cross-functional teams and stakeholders

- Demonstrated ability to drive continuous improvement initiatives and deliver results in a dynamic environment

- Exceptional communication skills, both verbal and written

Experience:

- Bachelor's degree in engineering, Business Administration, or a related field

- Additional certification (e.g., Six Sigma - Green/black Belt, Lean, PMP) is preferred

- Formal training or knowledge of CMMI / ISO standards is preferred

- 4+ years of experience in leading process improvement projects, preferably in a similar industry such as automotive, energy, infrastructure, etc. or a similar environment.