Job Description

📌 Role: Head of Business Systems & Process Automation Location : Bengaluru | Experience : 10+ years | Reports to : CEO/COO Cross-functional engagement with : CTO, Head of Sales, Finance, Customer Success, Projects 🔎 Role Overview: 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 Head 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 CTO) 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 10+ 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 📊 Key Performance Metrics On-time delivery of systems and automation projects SLA compliance for incidents, enhancements, and rollouts UAT defect escape rate and production stability Business adoption and training coverage Dashboard accuracy and decision enablement Show more Show less