Business Systems

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 ResponsibilitiesBusiness Solution ArchitectureTranslate 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 systemsLead development of BRDs, SOPs, test cases, UAT scenarios, and release notesProcess Automation & StandardizationOwn and scale process automation across Sales, Finance, Customer Success, and ProjectsBuild reusable workflow components (e.g., lead routing, fitment workflows, renewal reminders)Standardize handoffs and integrate touchpoints via APIs, Zapier, or native integrationsCross-Functional Systems GovernanceInterface with Sales, Finance, Customer Success, Projects, and the CEO’s office to align system design with business objectivesFacilitate UAT, business sign-off, and post-go-live feedback cyclesChampion Jira/Confluence for structured documentation and governanceDashboards & Business IntelligenceOwn the creation of the Dashboard Catalogue, Data Dictionary, and System MetadataPartner with stakeholders to define actionable KPIs (e.g., occupancy, churn, pipeline velocity)Ensure data integrity and create feedback loops for decision-making dashboardsApplication & Integration OwnershipOversee business configuration of Zoho Suite, HubSpot, Exotel, ERP, and internal appsMaintain a full Integration Inventory and ensure seamless API/middleware workflowsRecommend upgrades, system enhancements, and build-vs-buy decisionsOperational ReliabilityManage IT asset inventory, SaaS license lifecycle, and hardware/software allocationDefine and track SLAs, response time, and change management protocolsLead Tier-1 support and manage escalation to Tier-2 dev teamMust-Have Qualifications9-12 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 QualificationsMBA or PGDM in Business Systems or Technology ManagementCertified ScrumMaster / PMP / ITILExperience with BI platforms like Power BI or Apache SupersetExposure to Data Warehousing, semantic data modeling, or knowledge graphsBackground in PropTech, B2B SaaS, coworking/managed spaces, or consultingCore CompetenciesStrategic problem-solving with business-first thinkingEnd-to-end process ownership and system thinkingCross-functional communication and negotiationDocumentation discipline and SDLC governancePassion for structured execution in a fast-moving environment