Process Improvement and Content Analyst

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 

Any posted pay range considers a wide range of compensation factors, including candidate background, experience, and work location, while also allowing for salary growth within the position.

Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 13 countries and awarded the Fortune America’s Most Innovative Companies recognition in 2023, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.