Head of Business Process

About Company:

At EBG Group, we are driven by a no-nonsense approach to solving real-world problems. We dont just focus on ideas; we focus on tangible solutions that create value & positively impact industries. Our vision is to continue leading the charge in shaping industries that matter in todays modern world by addressing challenges head-on and making things right. EBG Group established in 2019, partnered with Global Brands securing licensing agreements, Hospitality Industry, Food Brand products, Lifestyle products, Hotels & Resorts etc and brand presence across multiple industries.

Company Website www.theebg.com

Role: Head of Business Process

Location: Hyderabad

Mandatory Experience: 7+ years of cross-industry experience, preferably in diverse business environments

Role Description:

Own end-to-end process governance, SLA adherence, and performance monitoring for the assigned vertical. This is a governance and control role, not an execution role, ensuring standardized processes, system compliance, and operational discipline across functions and brands.

Key Responsibilities

• Process Governance: Own and govern end-to-end business processes for the vertical. Drive standardized process adoption across all brands & Identify gaps, deviations, risks, and inefficiencies. Ensure documentation, version control, and change governance.
• Cross-Functional Alignment: Act as the single process owner across - Presales, Sales, Post-Sales Operations, Legal, Finance & Accounts plus Other support teams also, Ensure smooth handoffs, role clarity, and dependency resolution.
• SLA, TAT & Performance Monitoring: Define and govern SLAs, TATs, and quality metrics. Track performance and proactively flag risks. Drive RCAs, corrective actions, and issue closure and Maintain compliance, deviation, and exception trackers.
• Systems & Data Governance: Ensure compliance with CRM, ERP, and workflow systems. Govern data accuracy, mandatory fields, and stage movement. Partner with Systems/Automation teams on enhancements. Ensure data integrity for MIS and dashboards.
• Dashboards & Leadership Reviews:Own dashboards covering-Funnel performance, SLA/TAT adherence, Revenue, cost, and margin indicators Escalations and risks and Drive weekly/monthly governance reviews with leadership.
• Escalation & Risk Management First point of escalation for: SLA/TAT breaches Process failures and customer escalations, Inter-department conflicts, maintain risk and escalation registers and ensure preventive actions for recurring issues
• Business & P&L Governance: Monitor P&L and unit economics from a governance lens. Identify revenue leakage, cost overruns, and margin risks Partner with Finance on process-led financial discipline.
• Continuous Improvement:Drive process optimization, automation, and digitization Enable cost reduction and cycle-time improvement Lead process maturity assessments and improvement roadmaps.

Preferred Profile:

• Experience in multi-brand / multi-vertical organizations
• Exposure to franchise and company-owned models
• Background in operations, governance, process excellence, or PMO
• Strong stakeholder management, communication, and presentation skills
• Industry experience aligned to the vertical is a plus.

Mandatory Experience:

• Proven experience in end-to-end process management, including active involvement in process design, governance, and improvement
• Hands-on exposure to both Pre-Sales and Post-Sales customer experience management.