Sr. Process Automation Product Manager

Senior Process Automation Product Manager will report to Director – Automation & Scalability with responsibility for managing and evolving efficient enterprise-wide Process Automation 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 (IPA), Artificial Intelligence/Data Science (AI/DS) and other technology teams as well as Business/Process owners to lead and manage the efforts in harmonizing business processes with new-age relevant automation (digital tools) for streamlining workflows expedient of delivering high quality performance.

• Manages all aspects of Process Automation & Scalability that would lead to superior process streamlining using relevant technology 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.
• Understand and implement any best practices from Global Standards & Frameworks such as TQM, KCS, Agile and DevOps to continuously strengthen the operating framework for Process Automation & Scalability.
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.

• Establish and monitor the functioning of the Process Automation & Scalability POD.
• Work with Business/Process owners to develop Business Cases for project approval using ROI, project prioritization, and pipeline management.
• Conduct weekly meetings with Software Development (IPA), AI/DS, Financial Analyst and relevant business/process owners Team for close coordination and development status updates for process automation project identification, discussion of user stories, backlog prioritization & pipeline management.
• Reporting and publishing metrics (from Kibana & other sources) & other business review materials in Workboard, MBR/Board Presentations and for Process Automation Steering Committee meetings.
• Responsible for working closely with Financial Analyst (Single Source of Truth), PMO resource and Business/Process owners to define & track the savings, efficiencies/gains from process automation.
• Ensure the UAT process is effectively managed with active participation by the Business/Process Owners & their teams and relevant Product Managers.
  • Monitor and manage Automation Hub for managing the idea capture process for all the process automation related use cases for project prioritization & pipeline management.
  • 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.
• Partner 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.

• MBA/Engineering Degree in any discipline
• 10+ years of combined Product Management, Project Management experience in managing automation projects.
• Self-driven with ability to think strategically and work with great attention to detail.
• Skilled in presentation creation, 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.

• Certifications in: PMI, RPA, Knowledge Center Support and Agile.
• Healthcare or Supply Chain experience

• 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.