Business Process Management Analyst

Digile; Bengaluru Urban; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Digile in Bengaluru is seeking a proactive professional to manage telecom inventory accuracy, fulfill orders, and coordinate with clients, partners, and vendors to resolve pricing discrepancies.

The role spans data operations, QA, reporting, system administration, and process improvement. You will maintain documentation, trackers, SLA monitoring, and drive cross-functional teamwork to ensure service quality.

Responsibilities

• Maintain telecom inventory accuracy across global providers.
• Update fulfillment information and manage roaming, suspensions, transfers.
• Maintain documentation for internal processes and inventory records.
• Review order requests for mobile devices, plans, and accessories.
• Gather critical order information: shipping tracking numbers, device details, activation status.
• Coordinate with clients, partners, and vendors to validate pricing and resolve discrepancies.
• Monitor client invoices and allocate charges to cost centers and GL codes.
• Resolve invoicing/billing issues with telecom carriers.
• Download CSV invoices and process for telco billing.
• Handle invoice follow-ups with APAC approvers and unpaid invoices.
• Maintain data on SaaS platform and perform data quality checks.
• Assemble and analyze large data sets for processing and reporting.
• Create and maintain weekly and monthly operational reports.
• Act as main point of contact (MPOC) for US-based customers.
• Communicate with shipping carriers, vendors, and internal departments.
• Ensure high-quality customer service standards.
• Assign roles and permissions in systems; handle activation issues.
• Escalate policy exceptions and coordinate with Prod Support L2/L3.
• Identify and implement process improvements and train team members.

Job description

• Maintain and reconcile telecom inventory accuracy across all global providers
• Update fulfillment information and manage roaming/suspensions/transfers
• Maintain proper documentation for all internal processes and inventory records
• Review and interpret order requests for mobile devices, plans, and accessories
• Gather critical order information: shipping tracking numbers, device details, activation status
• Coordinate with clients, partners, and vendors to validate pricing and resolve discrepancies

3. Invoice Processing & Financial Operations

• Monitor client invoices to ensure all expected invoices are received and loaded into expense management tools
• Allocate client charges to appropriate cost centers and General Ledger (GL) codes
• Resolve invoicing/billing issues with telecom carriers
• Download CSV invoices from vendor portals and process for telco billing
• Handle invoice follow-ups: APAC approvers, unpaid invoices, missing vendor invoices

4. Data Operations & Quality Assurance

• Maintain data on SaaS platform as per platform and client requirements
• Perform regular data checks and analysis to ensure data quality
• Flag data anomalies and risks to relevant stakeholders
• Assemble and analyze large complex data sets for processing
• Perform quality checks to ensure accuracy of work completed and reported

5. Reporting & Documentation

• Create and maintain weekly and monthly operational reports
• Generate reports on demand for stakeholders
• Document new processes and custom client requests
• Maintain daily trackers in Excel and work queue management
• Act as main point of contact (MPOC) for US-based customers
• Participate in meetings and conference calls to facilitate communications
• Direct vendor communication, SLA monitoring, and escalation for outages/delays
• Communicate effectively with shipping carriers, vendors, and internal departments
• Maintain highest quality customer service standards

7. System Administration & Support

• Role assignment to users (system access, permissions)
• Handle employee tickets and SIM/device activation issues
• Raise application issues with Prod Support L2/L3 (escalation handling)
• Act on behalf of admin with approval for policy exceptions

8. Process Improvement

• Identify and resolve issues proactively
• Show initiative to improve processes by putting forth creative ideas
• Work with cross-functional teams to develop and enforce clear processes
• Train new and existing team members on processes