Job Title: Process Analyst

Work Nature: SOP Development, Standardization & Organization Wide Workflow Design

Department: Process Improvement and Project Management

Reports To: Senior Manager – Process Improvement and Project Management

Location: Lahore

Employment Type: Full-Time

Role Summary:
The Process Analyst is responsible for creating, implementing, and institutionalizing process standards across the organization. This includes the development of SOPs, process mapping, and workforce planning activities such as FTE (Full-Time Equivalent) analysis. The role supports operational excellence by identifying efficiency gaps, standardizing practices, and ensuring optimized resource allocation based on functional audits. The analyst also plays a key role in reducing tribal knowledge and undocumented workflows while enabling process scalability and governance.

Key Responsibilities:

Cross-Departmental Process Mapping

• Conduct end-to-end process walk-throughs with teams across all operational, administrative, and support units.
• Build detailed process maps using Lucid chart or Visio, highlighting activities, roles, inputs/outputs, decision points, and compliance controls.
• Capture interdependencies and data handoffs between teams and departments.
• Assess process bottlenecks, inefficiencies, and areas with high error or rework rates.

Workforce Planning & FTE Analysis

• Conduct time and motion studies to determine task-level effort and resource consumption.
• Perform FTE calculations to determine the number of staff required per process or practice based on output volumes and complexity.
• Audit existing teams and practices to identify underutilized or overburdened functions.
• Recommend resource reallocation, cross-training, or upskilling strategies to optimize productivity.
• Partner with department heads to support resource planning for new clients or scaling functions.
• Monitor ongoing FTE efficiency metrics and generate capacity forecasting reports

SOP drafting and Standardization

• Develop SOPs that clearly define task flows, roles and responsibilities, escalation paths, and process controls.
• Apply version control and create document history logs to support auditing and reviews.
• Ensure consistency in SOP structure and formatting across all departments.
• Align policies with regulatory and compliance standards, including HIPAA and internal audit requirements

Training & Documentation Enablement

• Design user manuals and training guides for internal/external platforms
• Translate SOPs into onboarding content for new hires across departments.
• Develop visual job aids and walkthroughs tailored to different user groups

Process Governance, Documentation & Collaboration

• Maintain a centralized SOP register with periodic review cycles, owner accountability, and document approval workflows.
• Track SOP adherence and conduct periodic checks to ensure active compliance in day-to-day operations.
• Audit and escalate outdated or duplicated procedures for corrections.

Qualifications:

• Bachelor’s degree in Business Administration, Operations Management, or Industrial Engineering
• Certification in Lean Six Sigma Green Belt or Business Process Modeling
• Proficiency in diagramming tools (Lucid chart, Visio) and Microsoft Office (Word, Excel, PowerPoint)

Experience:

• 2–3 years of experience in a Process or Operations Analyst role (preferably in healthcare outsourcing, BPO or medical billing)
• Demonstrated success in developing SOPs, cross-functional workflow documentation, and policy standardization
• Proven skills in time-motion studies, resource analysis, and workforce planning

Job Type: Full-time

Work Location: In person