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Role & responsibilities - Map end-to-end business processes across key functions including admissions, examinations, academics, finance, client servicing, delivery, and compliance. - Conduct workflow analysis to identify process gaps, bottlenecks, redundancies, and inefficiencies. - Design and document Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and process control mechanisms. - Establish RACI matrices and accountability frameworks for critical operational workflows. - Recommend process improvement initiatives using Lean / Six Sigma principles. - Conduct turnaround time analysis and productivity assessments across functions. - Identify opportunities for process automation and digitization across departments. - Collaborate with business systems/technology teams to define requirements for workflow automation. - Work closely with department heads and functional teams to understand pain points and operational challenges. - Facilitate workshops and discussions for process redesign and continuous improvement initiatives. Preferred candidate profile - Bachelors/Masters degree in Business Administration, Operations, Engineering, or related field. - 510 years of experience in business analysis, process excellence, operational improvement, or business transformation roles. - Prior experience in: o Education / EdTech o Consulting o Shared Services / BPO o Operations-heavy organizations - Strong understanding of process mapping, workflow analysis, and SOP development - Expertise in swimlane mapping, RACI frameworks, SLA creation, and turnaround analysis - Familiarity with Lean / Six Sigma methodologies preferred - Experience in preparing Business Requirement Documents (BRDs) and functional documentation - Proficiency in tools such as: - Lucidchart - Notion - Jira - Asana - ClickUp - Airtable / Similar productivity platforms - Excellent analytical, documentation, and stakeholder management skills - Solid attention to detail and structured problem-solving ability .