Associate I

Lonestar West Inc; Pune District; On-site; INR 502,200 - 837,000; Full time

Job summary

Lonestar West Inc in Pune, Baner, seeks a Process Lead to manage our Employee Care team supporting US & Canada employees. You will collaborate with US management, drive service standards, monitor KPI trends, and ensure high-quality customer service with strong First Time Resolution.

This role emphasizes safety, training, SOP development, and scheduling to meet SLAs. Candidates should have US client experience, excellent communication, and the ability to handle cross-functional escalations while

Qualifications

• Experience supporting clients in US/Canada and handling customer service metrics.
• Excellent interpersonal, verbal and written communication; conflict resolution skills.
• Ability to maintain confidentiality and manage KPI tracking.

Responsibilities

• Lead Employee Care team for US & Canada employees from the Pune office.
• Ensure health and safety policies are followed and service standards met.
• Develop SOPs, monitor SLAs, and manage weekly/monthly KPI reporting.
• Provide training and coaching to personnel to uphold high customer service standards.
• Collaborate with US-based management to implement improvements and resolve escalations.

Skills

Customer service

Communication skills

Problem solving

Confidentiality

Data analysis

Training & coaching

Education

Any Graduate

Job description

Responsibilities

Location: Pune, Baner

Shift Timings: 5:30 PM – 02:30 AM, 6:30 PM – 03:30 AM IST & 7:30 PM – 4:30 AM IST. Willingness to work from the office and stretch when business requires

Role Brief: This is a role of a Process Lead who will primarily be responsible for our Employee Care team supporting our US & Canada employees.

Pre-requisites: Ensuring that Health and Safety is the number one priority by complying with all safe work practices, policies, and processes and always acting in a safe manner.

Partnering closely with the United States based management team, assist in the establishment and implementation of service standards

Identify trends and initiate changes/improvements necessary to achieve goals and objectives while ensuring customer needs are met without interruption to service levels.

Acts as main point of contact for daily operations, concerns, questions, or activities on behalf of the GCC

Liaise with colleagues and navigate cross-discipline escalations to provide timely resolutions and support open communication amongst the organization Customer Satisfaction & First Time Resolution: Ensure that the team delivers high-quality customer service and FTR, handling inquiries professionally, addressing issues promptly, and maintaining positive customer relationships.

Provide training and coaching to personnel to maintain high customer service standards and best practices

Collect and analyse data at regular intervals (weekly, monthly, etc.). Ensure the team has properly identified and are measuring KPI’s. Detect and understand trends to make recommendations to the organization

Assist in developing and administering policies and standard operating procedures (SOPs)

Prepare work schedules to ensure sufficient coverage Meet process SLAs/ metrics, productivity, and quality targets within the established timelines

Raise process related issues/ concerns on time with process excellence and team lead

Qualifications

What will you bring in?

Experience supporting clients in the United States (Experience with clients in US & Canada)

Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills

Knowledge of performance evaluation and customer service metrics

High level of confidentiality is a must

Consecutively report all incidents and errors in Issue Tracker, and work with relevant resources to improve deliveries where they fail

Respond to data requests and process pre-defined number of transactions as assigned

Escalate parked/blocked requests with reasons Proactively help to improve processes where possible

Record data relating to production statistics, end-user related notes, etc. as appropriate

Adhere to security practices set by organization for self & the team

Be familiar with Service Level Agreements and aware of standard and non-standard requests (chargeable non-chargeable). Actively contribute to a healthy work environment

Academic Background: Any Graduate

Job Info

• Job Identification 160328
• Job Category Human Resources
• Posting Date 07/06/2026, 11:53 AM
• Locations 7th Floor Malpani Agile, Pune, MH, 411045, IN