Associate Process Manager

eClerx; Pune District; On-site; INR 600,000 - 800,000; Full time

Job summary

A leading business process outsourcing company in India seeks an experienced Associate Process Manager for their Customer Operations team. This role involves leading multiple teams to ensure performance metrics are met, preparing reports based on data analysis, and facilitating client reviews. Candidates must demonstrate strong leadership, problem-solving abilities, and at least 4 years of relevant experience. The position offers the opportunity to optimize operational processes and enhance customer satisfaction in a flexible work environment.

Qualifications

• 4+ years of overall experience required.
• In-depth knowledge of process area necessary.
• Ability to lead and motivate teams.

Responsibilities

• Prepare performance reports and analyze trends.
• Ensure performance metrics are met.
• Lead client/vendor reviews and provide feedback.
• Manage multiple teams and conduct training.
• Conduct team meetings to discuss updates and issues.

Skills

Effective communication

Team leadership

Analytical skills

Problem-solving

Process auditing

Education

Graduate or Post Graduate in any specialization

Graduation in Computer Science or related subjects

Job description

Customer Operations – CHAT – Associate Process Manager

Location: India - Pune | Full Time (FT) | Job ID: _

Shift Timings – Flexible 24x7 | Management Level – Manager | Specialisation – International BPO, Chat

eClerx is looking to hire an experienced professional with 4-9 years of experience. As part of the Chat process team, your role will specifically focus on troubleshooting related processes. The ideal candidate will serve customers by planning and implementing strategies and operations; improving systems and processes; managing the team.

The candidate must possess in-depth functional knowledge of the process area and apply it to operational scenarios to provide effective solutions. He/she must be able to identify discrepancies and propose optimal solutions by using a logical, systematic, and sequential methodology. It is vital to be open-minded towards inputs and views from team members and to effectively lead, control, and motivate groups towards company objectives. Additionally, he/she must be self‑directed, proactive and seize every opportunity to meet internal and external customer needs and achieve customer satisfaction by effectively auditing processes, implementing best practices and process improvements, and utilizing the frameworks and tools available. Goals and thoughts must be clearly and concisely articulated and conveyed, verbally and in writing, to clients, colleagues, subordinates, and supervisors.

He/she must also possess an understanding of the repair process in Telecom and Cable industry, with an ability to analyse information and evaluate results to choose best solutions and solve problems.

Customer Operations Associate Process Manager Responsibilities

• Prepares performance reports by collecting, analysing, and summarizing data and trends
• Ensure Critical Performance Metrics are met consistently
• Lead client/vendor reviews/calibrations
• 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 or post graduate in any specialisation.

Preferred Qualifications

• Graduation in Computer Science, Computer Applications or related subjects

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.