Manager - HeiFlow Specialist
Genpact
5 - 10 years
Bengaluru
Posted: 3/24/2025
Job Description
Responsibilities
As a HeiFlow Product Specialist, you will be part of an innovative Agile Product Team where out of the box thinking is a success factor. You will support HeiFlow end-users from technical/tool perspective in handing service requests in most efficient manner. You will manage a variety of Stakeholders cross-streams in OpCo and SSC in order to improve the HeiFlow platform and assure it is taken from MVP+ to Final Stage level.
The purpose of the role is to:
Support HeiFlow end users from technical perspective
Facilitate tool performance management
Support tool CPI
Participate in implementation of new features in HeiFlow
Provide training and preparing training materials
1st level support; monitor and resolve incoming support requests in NextGen within agreed service level agreement (SLA)
Work with developers to resolve identified bugs by performing testing
Provide extended end-user support during closing periods
Creation of system and process documentations
Maintain HeiFlow templates
Review items that stuck in the flow and report them for developer for resolution
Approval flow: continuous check of status for items stuck in approval (addressing necessary corrective steps to Operational Teams)
Facilitate regular end-user communication on HeiFlow
Analyze incoming support requests and define potential improvements
Test new developments as a business user and confirm workable solution
HeiFlow Product Specialist Responsibilities
Perform data analysis across work streams to manage process performance reporting
Support the Operational Excellence team with the creation of HeiFlow reporting.
Gather business requirement and create a requirement towards developers team for new features
Coordinate and keep track of the execution of activities.
Maintain approval & assignment groups in HeiFlow
Develop HeiFlow templates
Support release process
Stakeholder communication on performance and potential improvements.
Perform analysis on usage (e.g. remove approvers that didnt work in HeiFlow for a certain period of time).
Coordinate reporting within the team
Communicate and align reporting requirements and results with Business
Conduct periodic meetings with Operations teams and agree on actions
Supervise testing activities with OpCos teams.
Help with implementation of new features for OpCo and SSC users
Manage and coordinate periodic system upgrade process.
Facilitate and maintain periodic HeiFlow training sessions for organization
Act as a Backup for PO activities
About Company
Genpact is a global professional services firm that offers a wide range of digital transformation services and solutions. With a presence in over 30 countries, Genpact leverages its deep domain expertise in operations and analytics to help businesses transform their operations, improve efficiency, and enhance customer experience. The company combines digital technology, data science, and operational excellence to deliver business outcomes across various industries, including banking, insurance, manufacturing, and healthcare. Founded in 1997 as a subsidiary of GE, Genpact has grown into an independent, NYSE-listed company with a diverse workforce of over 90,000 employees globally.
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