Associate Process Manager

Eclerx Services Limited, Mumbai, Maharashtra; Maharashtra; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Eclerx Services Limited, Mumbai, is seeking a Customer Operations Associate Process Manager to lead performance reporting, drive KPI achievement, and coordinate multiple teams to deliver client commitments.

The role requires strong data analysis, audits, training needs identification, and adherence to security policies to ensure timely delivery of client deliverables.

Qualifications

• 4+ years of experience in operations management.
• Graduate with relevant degree.
• Ability to analyse data and generate reports.
• Experience in team management and training.

Responsibilities

• Prepare performance reports by collecting, analysing and summarizing data.
• Ensure critical performance metrics are met consistently.
• Manage multiple teams and conduct audits.
• Provide feedback to team leads and floor supports.
• Perform training needs identification and cross-skilling.
• Conduct recurring meetings and reviews to discuss updates.
• Oversee client MBR/QBR decks and coordinate client calls.

Skills

Team leadership

Data analysis

Performance reporting

Quality audits

Client communication

Education

Graduate

Job description

Customer Operations Associate Process Manager Responsibilities

• Prepares performance reports by collecting, analysing, and summarizing data and trends
• Ensure Critical Performance Metrics are met consistently
• Revert to client/vendor queries on routine issues
• Provide innovative ideas to optimize internal metrics & ensure critical matrices are met timely
• Manage multiple teams
• Perform audits and quality checks on Team Leads & Floor Supports
• Provide feedback to the Team Leads & Floor Supports periodically on their performance
• Ensure cross skilling and periodic process re-verification to ensure resource pool
• Perform Training Need Identification for teams
• Perform Bottom Quartile Management
• Ensure directives from senior leadership are percolated and acted upon
• Hold periodic meetings, discuss task delegation and review issues
• Conduct team huddles and meetings to discuss operational updates
• Build team spirit through group sessions, activities, and projects
• Focus on retention of staff through career mapping & guiding team members
• Advocate and follow organizational policies and procedures
• Adhere to the information security requirements
• Ensure all client deliverables met within timelines
• Ensure productivity/quality enhancement and process meet all metrics
• Remediation of any major incident
• Manage client MBR/QBR deck, client calls and reviews

Minimum Qualifications

Overall experience of 4+ years and should be a graduate