Sr. Executive - Process Documentation and Governance

Overview

Build and manage the documentation of English & Exams operations, acting as the documentation and governance expert for the process and driving continual improvement on the floor.

What you'll do

• Build and manage the documentation of English & Exams operations to ensure sustainable, scalable, efficient and effective service delivery.
• Understand both the stated and unstated needs of the team and use these insights to build a proactive operations delivery model.
• Drive a culture of continual improvement on the floor, fostering collaboration and efficiency across operations.
• Develop the overall process strategy to help the function achieve excellence.
• Champion the adoption of new governance frameworks and practices across the team.
• Analyse the effectiveness of knowledge management programmes by observing their usage and evaluating their organisational impact.
• Coordinate internal and external audits and train staff on audit preparation to ensure effective implementation of knowledge management across delivery functions.
• Encourage staff to share knowledge efficiently and effectively, working closely with internal process owners to understand workflows and gather insights for continuous improvement.
• Maintain the Master Document Control Listing and ensure compliance with documentation procedures.
• Use MS Visio, Excel, Word and PowerPoint to write knowledge articles for both front and back office processes.
• Develop L2, L3 and L4 process maps using the BPMN standard.
• Ensure all process documents are properly maintained in the repository, and establish clear guidelines for knowledge record retention, archival and deletion.
• Collaborate closely with audit teams to ensure ongoing compliance with documentation requirements across the process.
• Read, understand and comply with information security policies, and promptly raise concerns regarding non-compliance with information security or IELTS-related policies.

What you'll need

• Graduate degree in any discipline.
• Minimum 5-8 years of work experience as a Governance and Assurance Analyst.
• Proven experience using MS Visio, MS Excel, MS Word and MS PowerPoint to write knowledge articles for both front and back office processes.
• Hands-on experience developing L2, L3 and L4 process maps using the BPMN standard.
• Must complete mandatory process training and achieve the required pass mark in a competency assessment before undertaking independent production responsibilities.

Details

• Location: Noida, Sec 142, India.
• Contract: 1 year fixed term contract.
• Pay band 5.
• 24/7 on-site role with rotating shifts, including night shifts; two days off per week, which may not always fall on weekends.
• No hybrid arrangement; onsite five days a week.
• Right to work: locally recruited candidates with a natural right to work in India, on a permanent basis. Immigration clearance, visa support and relocation support are not provided.
• OCI card holders must have, or be able to obtain, a valid special work permit from the Government of India; offers are conditional on obtaining it.