Continuous Improvement- Associate Director

Eclerx Services Limited, Mumbai, Maharashtra; Nagpur District; On-site; INR 800,000 - 1,400,000; Full time

Job summary

Eclerx Services Limited in India is seeking a Customer Operations Associate Process Manager to oversee performance reporting, metrics governance, and client/vendor reviews. The role requires coordination across multiple teams and ensuring timely delivery of all client deliverables.

The candidate should have 4+ years of experience and be a graduate, with a focus on process improvement, quality audits, and team development. This position is based in Maharashtra.

Qualifications

• 4+ years of overall experience in operations/process management.
• Graduate degree required in any relevant field.

Responsibilities

• Prepare performance reports by collecting, analysing, and summarizing data and trends.
• Ensure Critical Performance Metrics are met consistently.
• Lead client/vendor reviews/calibrations.
• Address routine client/vendor queries.
• Provide ideas to optimize internal metrics and ensure timely delivery.
• Manage multiple teams.
• Perform audits and quality checks on Team Leads & Floor Supports.
• Provide feedback to Team Leads & Floor Supports on performance.
• Ensure cross-skilling and periodic process re-verification.
• Identify Training Needs for teams.
• Manage bottom quartile performance.
• Communicate directives from senior leadership clearly.
• Hold periodic meetings and review issues.
• Conduct team huddles and meetings for updates.
• Build team spirit through sessions and projects.
• Focus on retention via career mapping and guidance.
• Adhere to information security requirements.
• Ensure all client deliverables meet timelines.
• Improve productivity and quality to meet all metrics.
• Remediate major incidents.
• Manage client MBR/QBR decks, calls, and reviews.

Education

Bachelor's degree

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
• 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