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Job Description: Business Process Operations LeadRole 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.