• Job Description

  Req#: 15836
  Overview
  
  
  We're seeking a highly skilled Business Process Lead to join the Service Delivery Team. The Business Process Lead is responsible for analyzing and documenting client and internal business processes to drive operational efficiency, optimize performance, and support continuous improvement. Key focus areas include standardizing business processes, identifying top opportunities for process improvement and automation, and conducting audits to ensure organizational compliance.
  The Business Process Lead will oversee documentation and set-up of standard processes, as well as manage consistent and quality processes throughout all Service Delivery locations globally, being accountable for implementing improvements and changes in the field. The Business Process Lead will have strong business and process understanding, as well as analytical and change management experience and demonstrating proactiveness and the ability to work effectively both independently and within a team. The Business Process Lead will navigate through diverse virtual cross functional teams without direct authority but with experience in managing process creation, improvement and automation including scoping, content creation, delivery & landing.
  At TeKnowledge, your work makes an impact from day one. We partner with organizations to deliver AI-First Expert Technology Services that
  drive meaningful impact in AI, Customer Experience, and Cybersecurity. We turn complexity into clarity and potential into progress—in a place where people lead and tech empowers.
  You’ll be part of a diverse and inclusive team where trust, teamwork, and shared success fuel everything we do. We push boundaries, using advanced technologies to solve complex challenges for clients around the world.
  Here, your work drives real change, and your ideas help shape the future of technology. We invest in you with top-tier training, mentorship, and career development—ensuring you stay ahead in an ever-evolving world.
  Why You’ll Enjoy It Here:
  • Be Part of Something Big – A growing company where your contributions matter.
  • Make an Immediate Impact – Support groundbreaking technologies with real-world results.
  • Work on Cutting-Edge Tech – AI, cybersecurity, and next-gen digital solutions.
  • Thrive in an Inclusive Team – A culture built on trust, collaboration, and respect.
  • We Care – Integrity, empathy, and purpose guide every decision.
  We’re looking for innovators, problem-solvers, and experts ready to drive change and grow with us.
  We Are TeKnowledge. Where People Lead and Tech Empowers.
  
  Responsibilities
  
  
  • Drive business impact by combining analysis of end-to-end internal business processes and suggesting optimization and improvement to enhance the customer experience
  • Manage all business related processes and implementation globally
  • Closely work with the client stakeholders on process performance insights, changes, improvements or related new process needs identified
  • Build and document standardized global processes based on pre-defined standards
  • Ensure consistency in all existing processes
  • Create appropriate documentation (Process, Policies, Playbooks) as required to design and implement sustainable process and business system solutions
  • Continuously identify opportunities for process improvement and the desired future state
  • Drive process optimization and promote commonality in processes and tools
  • Assist Operational, Quality and L&D teams with implementing improvements and solutions
  
  Qualifications
  
  
  • Bachelor’s degree or equivalent professional experience
  • Business Process Optimization Methodologies (Six Sigma/Lean/ Green Belt Certification), ITIL or related qualifications
  • Advanced Analytical & Data Skills - Specifically Excel, Power BI
  • Proficient with various office productivity applications - Visio, Project, & PowerPoint Key Attributes and Competencies to be successful in this role
  • Minimum 2 years of experience in similar role or equivalent capacity
  • Background in Process, Quality, and Analytics
  • Prior experience in Customer Support or Customer Operations, with a strong understanding of delivery and process excellence
  • Excellent verbal and written communication skills, with the ability to interact at all levels of the organization
  • Strong process-oriented thinking with the ability to integrate cross-functional teams
  • Ability to apply critical thinking and analytical skills to identify trends in data, define problem statements clearly and accurately, and apply structured and disciplined methodologies to identify root causes and implement solutions
  
  
  • Bachelor’s degree or equivalent professional experience
  • Business Process Optimization Methodologies (Six Sigma/Lean/ Green Belt Certification), ITIL or related qualifications
  • Advanced Analytical & Data Skills - Specifically Excel, Power BI
  • Proficient with various office productivity applications - Visio, Project, & PowerPoint Key Attributes and Competencies to be successful in this role
  • Minimum 2 years of experience in similar role or equivalent capacity
  • Background in Process, Quality, and Analytics
  • Prior experience in Customer Support or Customer Operations, with a strong understanding of delivery and process excellence
  • Excellent verbal and written communication skills, with the ability to interact at all levels of the organization
  • Strong process-oriented thinking with the ability to integrate cross-functional teams
  • Ability to apply critical thinking and analytical skills to identify trends in data, define problem statements clearly and accurately, and apply structured and disciplined methodologies to identify root causes and implement solutions
  
  
  • Drive business impact by combining analysis of end-to-end internal business processes and suggesting optimization and improvement to enhance the customer experience
  • Manage all business related processes and implementation globally
  • Closely work with the client stakeholders on process performance insights, changes, improvements or related new process needs identified
  • Build and document standardized global processes based on pre-defined standards
  • Ensure consistency in all existing processes
  • Create appropriate documentation (Process, Policies, Playbooks) as required to design and implement sustainable process and business system solutions
  • Continuously identify opportunities for process improvement and the desired future state
  • Drive process optimization and promote commonality in processes and tools
  • Assist Operational, Quality and L&D teams with implementing improvements and solutions

• About the company

  Tek Experts delivers specialized tech support services throughout the entire customer lifecycle

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