Sr Process Automation & Scalability Manager

Senior Process Automation & Scalability Manager will report to VP – Product Operations, Content & Automation with responsibility for managing and evolving efficient Process Automation & Scalability (Expansion of GHX India) function that delivers highest quality performance for enterprise process automations using new technologies in a cost-effective manner. This position will work closely with GHX Software Development team as well as Business/Process owners and lead the efforts in harmonizing business processes with new-age relevant automation (digital tools) for streamlining workflows expedient of delivering high quality performance. This position will require approximately 25% travel annually. 

Key Responsibilities:

 ▪ Manages all aspects of Process Automation & Scalability POD that would lead to superior process streamlining in a high availability SaaS operating environment.

▪ Provide innovative leadership for strengthening the framework for driving strategic Process Automation & Scalability initiatives across the organization.

▪ Designing and implementing Process Automation & Scalability roadmap across horizontal and vertical functions that incorporates Customer Experience, Cost Savings/Avoidance, Quality and Risk considerations.

▪ Represents the Process Automation function effectively within the company with a full appreciation of the pivotal contribution to profitability made by the area but equally the need to partner with other groups to deliver a flawless customer experience.

▪ Conduct the regular monthly Process Automation Steering Committee meetings and report/communicate project wise progress status, prioritized risks / impediments to achieving business (cost savings & efficiency) objectives.

▪ Participates and represents Process Automation & Scalability function in OneGHX related POD meetings.

▪ Ensures optimal coordination and balance between strategy, planning, and day-to-day operational execution; identifies trends and work with appropriate teams to advance process automation and resultant positive customer impact.

▪ Responsible for working closely with Business/Process owners to define & track the savings from process automation across effectively leading product operations by leveraging the best from cross-functional teams and providing high-quality delivery that exceeds customer expectations.

▪ Implement best practices from Global Standards & Frameworks such as TQM, KCS, Agile and DevOps to continuously strengthen the operating framework for both Process Automation.

▪ Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies

▪ Work with cross-functional teams for capacity planning, staffing and transition activities related to expansion of GHX India.

Key Duties:

 ▪ Establish and monitor the functioning of the Process Automation & Scalability POD for automation as well as run the Steering Committee for process automation.

▪ Work on developing the Business Case with Business/Process owners for ROI and project prioritization & pipeline management basis the Business Case & ROI.

▪ Conduct weekly meetings with Software Development (IPA) Team for close coordination and development status updates for process automation project identification, discussion of user stories, backlog prioritization & pipeline management.

▪ Establish the Proof of Value (POV) basis the business case and consultation with Software Development (IPA) team and resolve any conflicts that may arise between different viewpoints.

▪ Ensure the UAT process is effectively managed with active participation by the Business/Process Owners & their teams and relevant Product Managers.

▪ Responsible for working closely with Financial Analyst (Single Source of Truth) and Business/Process owners to define & track the savings, efficiencies/gains from process automation.

▪ Reporting and publish metrics (from Kibana & other sources) & other business review materials, Minutes of Meetings to Process Automation Steering Committee for the periodic meetings.

▪ Monitor and manage Automation Hub for managing the idea capture process for all the process automation related use cases for project prioritization & pipeline management.

▪ Manage high-performance, data-driven Process Automation & Scalability POD function with optimal staffing. Ensure the team members have received adequate training and have high morale.

▪ Promote and manage the RPA Citizen Developer (encouraging desktop automation) Initiative across GHX. Conduct and facilitate cohort meetings of Cit. Dev. Developers and solicit participation from Technical Account Manager of vendor (UiPath & others) organization for support.

▪ Work on and reconcile quarterly objectives (OKRs) with key results and roadmap as needed to drive priorities and achieve targeted business (cost savings & efficiency) outcomes.

▪ Maintain an external network to explore evolving trends and technology; analyze digital tools that can be implemented to drive up value.

▪ Analyze operational, financial and customer related data for continuously improving the delivery against commitments by Process Automation & Scalability function.

▪ Project Management with cross-functional teams to review alignment and execution of the Process Automation & Scalability strategy and efforts.

▪ Ensure active use of Confluence for all Process Automation & Scalability related documentation.

▪ Coordination with new-age technology external vendors, as needed.

▪ Cross-functional and collaborative engagement with internal stakeholders across the CX organization for capacity planning, smooth transition of offshore processes from offshore vendor to GHX India. Ongoing operational performance management.

▪ Other duties as assigned within Process Automation & Scalability POD.

Key Skills/Competencies:

▪ Ability to work with cross-functional teams across horizontal and vertical functions experience across Operations Management, Finance, Product Development, Technology and Client Services.

▪ Ability to communicate effectively and collaboratively with Product Managers, Developers, and Executive Leadership in pursuit of achieving customer satisfaction goals.

▪ Strong Product Management skills and experience in SaaS operating environment.

▪ Ability to work closely with GHX Software Development (IPA) team for driving enterprise process automations from ideation to implementation.

▪ Develop and have a good understanding of the new-age technologies like RPA, ML, NLP, and others.

Required Education, Certifications, and Experience:

▪ Engineering Degree in any discipline

▪ Minimum of 10 years combined Product Management, Project Management and Operations experience.

▪ Ability to think strategically work with a technical mindset with great attention to detail

▪ Skilled in leading meetings, setting agendas, driving decisions, and negotiating with cross-functional teams.

▪ Proven experience in implementing continuous improvements through a combination of harmonizing Business and Technology.

▪ Strong understanding of the Business Process operating environment and the key levers to enhance performance and achieve client and financial targets.

Preferred Qualifications:

▪ MBA

▪ Certifications in: Leadership & Strategy, Project/Program Management, Transformation, RPA, Knowledge Center Support and Agile.

▪ Healthcare or Supply Chain experience.

Key Differentiators:

▪ Demonstrates Thought Leadership and ability to understand & resolve customer related issues as well as business challenges.

▪ Operates with a sense of urgency and is an effective leader and influencer in a complex, matrixed organization.