Un Process Engineer Specialist

The Process Engineer Specialist analyzes, improves and standardizes Customer Operations processes to make them efficient, customer-focused, controlled and ready for automation, chatbot integration and data-driven monitoring.

The role maps processes, identifies problems and simplifies customer journeys to reduce waste, rework, delays and handoffs.

Working with Automation, Digital, Reporting and Data Science teams, the specialist maintains documentation, business rules and controls, and ensures processes are stable before automation.

The role supports implementation and tracks improvements in cost per transaction, first-contact resolution, SLA compliance and process risk.

Key Accountabilities

A. Process Discovery & Analysis

· Map current end-to-end Customer Operations (COPS) processes using workshops, interviews, observation and Process Mining logs.

· Measure cycle time, rework, handoffs, waiting time, SLA breaches and cost per transaction.

· Find the causes of inefficiency, repeat contacts and customer issues affecting first-contact resolution (FCR), Ask Once and SLA delivery.

B. Process Reengineering & Implementation

· Design improved processes that remove waste, reduce handoffs and simplify customer journeys.

· Build business cases showing expected time savings, cost savings, customer benefits and risk reduction.

· Lead or support pilots, implementation, change plans and post-implementation reviews.

C. Standardization & Documentation

Keep COPS process maps, standard operating procedures (SOPs), RACI matrices and business rules up to date.

Maintain version control and ensure documents are accessible and aligned with policies and regulations.

D. Control & Compliance

Build controls into processes, especially SIM swaps, PIN resets, registration and commercial payments. Support audits and risk reviews, and help resolve process-related audit findings.

E. Continuous Improvement & Monitoring

Set process KPIs with the Reporting team and monitor dashboards. Use Lean, Kaizen and DMAIC to improve processes within tribes and squads. Track benefits against business cases and report to BT&I leadership.

F. Key Interfaces

Work with COPS heads and team leaders in Call Center, CC Support, Customer Experience, Back Office, VBU and Registration; the Automation and Chatbot/Digital Specialists; Reporting & Data Science; Technology; Risk & Compliance; and Finance.

Job Knowledge

· BPMN process modelling and current-state/future-state analysis.

· Lean, Kaizen, DMAIC and root-cause analysis.

· Process Mining tools and event-log analysis.

· RPA, chatbot design, automation readiness and business-rule testing. · Process governance, SOPs, RACI matrices, controls and document version control.

· Process KPIs, customer journeys, SLA compliance and benefits tracking.

Job Related Skills

· Process modelling using Visio, Bizagi or Lucidchart.

· Basic data analysis with Excel, SQL, Power BI and Process Mining tools.

· Writing requirements, Process Definition Documents (PDDs), SOPs and user stories.

· Structured problem-solving and customer focus.

· Facilitating workshops and managing stakeholders at all levels. · Attention to detail and focus on controls. · Change management and influence without authority.

· Clear written and visual communication.

Qualifications

Qualification & Experience

· Bachelor’s degree in industrial engineering, Computer Science, Information Systems, Business or a related field.

· 2–3 years in process improvement, business analysis or operations, preferably in telecom, banking or service operations.

· Practical experience in BPMN process modelling and process improvement.

· Exposure to RPA projects and Process Mining tools is a strong advantage.

· Preferred certifications: Lean Six Sigma (Green Belt or higher), BPMN, Process Mining (e.g., Celonis or UiPath Process Mining) and Agile/Scrum.