Process Manager

eClerx; Maharashtra; On-site; INR 800,000 - 1,200,000; Full time

Job summary

eClerx, a global leader in productized services, is hiring in Maharashtra, India. You will prepare performance reports, analyze data, lead client and vendor reviews, and drive metrics while managing multiple teams.

The role emphasizes audits, feedback, cross-skilling, training needs, and ensuring deliverables meet timelines. Join a company that values process excellence and data-driven insight.

Qualifications

• Strong leadership and people management skills.
• Experience in client/vendor management.
• Ability to analyze performance data and generate reports.
• Knowledge of information security practices.

Responsibilities

• Lead multiple teams and manage client/vendor reviews.
• Perform audits and quality checks on team leads & floor staff.
• Ensure all client deliverables meet timelines and maintain metrics.
• Provide feedback and conduct periodic training needs.
• Align with senior leadership directives and drive process improvements.
• Oversee MBR/QBR decks and client communications.

Job description

Job Description

• Prepares performance reports by collecting, analyzing, 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

About the Team

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.