Process Improvement and Content Analyst

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