Assurant - Process Improvement & Content Analyst

About the job:

- 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.