Business Systems & Process Automation

Role Summary :

BHIVE is looking for a senior leader to design, drive, and scale our entire business systems ecosystem — covering CRM, ERP, telephony, automation workflows, and dashboards that power our ₹25 Cr / month growth ambition.

As a Senior Manager of Business Systems & Process Automation , you’ll act as the architect and owner of all systems that support BHIVE’s revenue, operations, customer success, and finance functions. You will translate business needs into structured solutions , define technical and functional specifications, lead production readiness, and ensure operational reliability across all critical tools and workflows.

You will work closely with the internal development team (which reports to the COO) but own the business-facing roadmap , functional requirement clarity, UAT coordination, and business process automation. Your mandate is to remove chaos, automate handovers , and build a scalable systems backbone for BHIVE’s operations.

Key Responsibilities

Business Solution Architecture

Translate complex, real-world business needs into scalable solution designs

(contract lifecycle, seat fitment, renewals, customer onboarding, site visits, payments)

Define workflows, data models, user journeys, and integration logic for core systems

Lead development of BRDs, SOPs, test cases, UAT scenarios, and release notes

Process Automation & Standardization

Own and scale process automation across Sales, Finance, Customer Success, and Projects

Build reusable workflow components (e.g., lead routing, fitment workflows, renewal reminders)

Standardize handoffs and integrate touchpoints via APIs, Zapier, or native integrations

Cross-Functional Systems Governance

Interface with Sales, Finance, Customer Success, Projects, and the CEO’s office to align system design with business objectives

Facilitate UAT, business sign-off, and post-go-live feedback cycles

Champion Jira / Confluence for structured documentation and governance

Dashboards & Business Intelligence

Own the creation of the Dashboard Catalogue, Data Dictionary, and System Metadata

Partner with stakeholders to define actionable KPIs (e.g., occupancy, churn, pipeline velocity)

Ensure data integrity and create feedback loops for decision-making dashboards

Application & Integration Ownership

Oversee business configuration of Zoho Suite, HubSpot, Exotel, ERP, and internal apps

Maintain a full Integration Inventory and ensure seamless API / middleware workflows

Recommend upgrades, system enhancements, and build-vs-buy decisions

Operational Reliability

Manage IT asset inventory, SaaS license lifecycle, and hardware / software allocation

Define and track SLAs, response time, and change management protocols

Lead Tier-1 support and manage escalation to Tier-2 dev team

Must-Have Qualifications

9-12 years of experience in implementing and supporting business applications in high-growth or tech-led service organizations.

Strong experience in designing scalable CRM / ERP workflows across Sales, Finance, and Customer Ops.

Proven track record with BRDs, test planning, UAT, and Agile / Waterfall hybrids.

Hands-on with tools like Zoho, HubSpot, Exotel, Jira, Confluence, Zapier / API integrations.

Excellent stakeholder engagement, documentation, and change management skills.

Preferred Qualifications

MBA or PGDM in Business Systems or Technology Management

Certified ScrumMaster / PMP / ITIL

Experience with BI platforms like Power BI or Apache Superset

Exposure to Data Warehousing, semantic data modeling, or knowledge graphs

Background in PropTech, B2B SaaS, coworking / managed spaces, or consulting

Core Competencies

Strategic problem-solving with business-first thinking

End-to-end process ownership and system thinking

Cross-functional communication and negotiation

Documentation discipline and SDLC governance

Passion for structured execution in a fast-moving environment