Process Improvement and Content Analyst, Assurant, GCC-India

The People Operation Process Improvement & Content Analyst role will handle the evaluation and documentation of business processes utilizing People Organization platforms to improve and automate employee life-cycle processes to enhance the overall employee experience. The role will work with users at all levels and need to have excellent communication skills. Using a lean approach and agile methodologies to gather requirements, identify process improvements and automation potentials, design, document and deliver to process owners and leaders while leveraging the company’s business/process platforms.

This position will be Hybrid Working at Hyderabad, Chennai, Bangalore location.

What will be my duties and responsibilities in this job?

Policy, Process Mapping and Document Management

• Create process maps for to-be process with appropriate recommendations for process reengineering and automation. Identifies process gaps or exceptions and provides recommendations to alter or reengineer processes prior to automation.
• Develop, manage, and maintain policies, procedural documents, FAQs, canned agent responses, and process maps.
• Ensure all documentation is up-to-date, accurate, and compliant with organizational standards and regulations. (Pre and post executed improvements and/or automation)
• Coordinate with various departments to gather and incorporate feedback into documentation.
• Assist in documenting as-is business process workflows, process maps, and data flow diagrams.
• Document to-be processes with recommendations for process reengineering and automation.

Metadata and Workflow Management

• Maintain metadata for all documentation, ensuring proper categorization and tagging.
• Develop and manage workflows for authoring, reviewing, approving, and publishing content.
• Ensure timely updates and publication of all documents.

Content Quality and Consistency

• Ensure consistency in tone, style, and format across all documentation.
• Conduct regular audits of content to ensure accuracy and relevance.
• Implement best practices for content management and document control.

Collaboration and Communication

• Collaborate with subject matter experts (SMEs) and key stakeholders (legal, compliance, risk, other COEs) to understand objectives, gather information and ensure accuracy of content.
• Communicate effectively with global teams to ensure alignment and consistency in documentation.
• Assist in preparing teams and stakeholders for go-live/change management processes.
• Provide training and support to team members on content management processes and tools.

Continuous Improvement and AI/Automation

• Ensure all content is developed and prepared for AI capabilities and consumption to source, summarize and yield responses to employees via a virtual AI assistant.
• Identifies opportunities for process improvements, efficiencies and partner to develop new automated processes using efficient, structured, sustainable and easy-to-understand workflows. (Leveraging AI, NLP, ML, RPA)
• Identify opportunities for process improvements, prioritize and implement changes to enhance efficiency and effectiveness.
• Define process improvement and/or automation requirements by reviewing technical documents to document as-is business process workflows, process maps, and data flow diagrams. Drive requirements prioritization sessions amongst business groups and individuals.
• Stay updated with industry trends and best practices in content management and policy documentation.
• Help develop new automated processes using structured and easy-to-understand workflows.

What are the requirements needed for this position?

• High school or GED equivalent
• Ability to collaborate effectively with cross-functional teams
• Proficiency in Microsoft Office, including Teams, Word, Excel, PowerPoint, Visio, and Project
• Experience with developing business process models and workflow diagrams
• Proficiency in using content management software and collaboration tools.
• Proven experience in content management, policy documentation, or a similar role.
• Excellent written and verbal communication skills.
• Strong attention to detail and organizational skills.
• Familiarity with metadata management and workflow automation tools.
• Knowledge of regulatory requirements and compliance standards.

What other skills/experience would be helpful to have?

• Experience with AI and natural language processing technologies
• Understanding of cognitive automation techniques and tools, including NLP and ML
• Proven problem-solving ability and adaptability to shifting priorities
• Ability to prioritize and communicate business needs effectively
• Ability to work independently and manage multiple tasks simultaneously.
• Experience working in a global environment is a plus.
• Project Management, Six Sigma, and/or SaFE Agile Certification a plus
• AI, Automation experience