Senior Process Manager

We are looking for an experienced Technical Documentation Specialist to own the documentation charter for our KYC (Know Your Customer) product suite. The ideal candidate will have a strong track record of producing high-quality product collateral, feature specifications, and architecture diagrams, and will work closely with product management, engineering, and design teams to translate complex product functionality into clear, accurate, and audience-appropriate documentation.

• Create and maintain end-to-end documentation collateral for the KYC product suite, including user guides, release notes, admin manuals, and online help.

• Author detailed feature specification documents in collaboration with product managers, covering functional requirements, workflows, and edge cases.

• Document AI-driven features and solutions within the KYC suite (e.g., model-based risk scoring, automated document/identity verification, AI-assisted decisioning), including how they work, their inputs/outputs, and their limitations, for both technical and business audiences.

• Design clear, accurate architecture and workflow diagrams (system architecture, data flow, integration, and process diagrams) to support technical and business audiences.

• Develop external-facing product collateral such as datasheets, solution briefs, whitepapers, and presentation decks to support sales, marketing, and client onboarding.

• Partner with engineering, QA, and business analysts to gather accurate technical inputs and validate documentation against product behavior.

• Establish and maintain documentation standards, templates, and style guides to ensure consistency across all collateral.

• Manage version control and change tracking for documentation across product releases.

• Review and edit documentation created by peers to ensure clarity, accuracy, and adherence to quality standards.

• Work with cross-functional stakeholders to prioritize documentation needs aligned with product roadmap and release timelines.

• 10–12 years of overall experience in technical writing / documentation, with a significant portion focused on product documentation for software or SaaS products.

• Demonstrated experience creating product collateral (datasheets, brochures, solution briefs, presentations) for technical and business audiences.

• Working knowledge of AI/ML concepts (e.g., model behavior, training data, confidence scores, explainability) sufficient to document AI-enabled product features accurately and translate technical model outputs into user-facing content.

• Proven experience writing feature specifications / functional requirement documents in collaboration with product and engineering teams.

• Hands-on experience creating architecture and workflow diagrams using tools such as Visio, Lucidchart, draw.io, or equivalent.

• Excellent written and verbal communication skills, with the ability to simplify complex technical concepts for varied audiences.

• Strong proficiency with documentation and authoring tools (e.g., MS Word, Confluence, MadCap Flare, Adobe FrameMaker, or similar).

• Experience working in Agile/Scrum environments and collaborating with cross-functional product teams.

• Strong attention to detail, editorial judgment, and ability to manage multiple documentation projects concurrently.

• Prior experience working on BFSI (Banking, Financial Services, and Insurance) products, particularly in KYC, AML, compliance, or regulatory technology domains.

• Familiarity with KYC/AML regulatory frameworks and terminology.

• Experience with API documentation and integration guides for BFSI platforms.

Bachelor's degree in Engineering, Computer Science, English, Communications, or a related field. A relevant certification in technical writing or business analysis is a plus.

• Strong analytical and structured thinking

• Stakeholder management across product, engineering, and business teams

• Ownership mindset with ability to work independently

• Adaptability to fast-changing product requirements

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.