Business Process Automation Specialist MNT

Primary Position Purpose: The Business Process Automation Specialist is embedded within a specific business division and serves as the primary business owner for AI-enabled automated processes, workflows, and intelligent tools. This role oversees, monitors, and continuously improves AI agents and AI-assisted business workflows to improve operational performance, reduce manual effort, and ensure quality outcomes. This is a business-focused role, not an IT or technical AI position. This role owns the business performance, quality, and adoption of assigned automations while partnering with the IT AI Enablement team for technical design, integrations, platform configuration, and major capability changes. Success depends on strong learning agility and the ability to become a Subject Matter Expert (SME) for the assigned division. Position Functions: · Own the day-to-day performance, quality, adoption, and continuous improvement of assigned AI-enabled processes and workflows within the assigned business division. · Review agent outputs, transcripts, exceptions, failed interactions, and user feedback to identify quality issues and improvement opportunities. · Make approved minor updates to prompts, scripts, workflows, decision rules, and knowledge content within established governance and escalation guidelines. · Deeply learn, document, and improve the division’s end-to-end processes, evolving into the recognized Subject Matter Expert (SME) for both operations and automation. · Partner closely with frontline employees, supervisors, and leaders to identify automation opportunities and eliminate process friction. · Monitor, analyze, and report on automation performance against defined KPIs, using data insights to identify issues, optimize workflows, improve outcomes, and reduce manual effort. · Collaborate with the IT AI enablement team to adopt best practices, understand technical limitations, support escalations, and maintain ownership of division-level solutions. · Train and support team members on how to use, interact with, and provide feedback on automation tools. · Maintain business rules, process documentation, change logs, test scenarios, known issues, and improvement backlogs for assigned automations to support governance, quality, and continuity. · Identify and champion new opportunities to expand automation across the division. · Stay current with internal tools and process automation techniques through continuous learning and experimentation. · Collaborate in-person with all levels of the organization to harness collective intelligence of the workforce. · Attend all in-person meetings and trainings on recent developments, goals, and objectives. Participate in such discussions by offering input and advice. · Regularly engage remotely and in-person with customers and potential customers to establish rapport, open communication, and expectations.