Senior Process Manager

eClerx LLC; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Personiv seeks a Senior Process Manager Quality to lead a team handling compliance and customer service quality. You will oversee performance, ensure timely client deliverables, and drive process improvements across VOC and compliance operations.

The role requires strong leadership, excellent communication, and a solid Lean Six Sigma Green belt, with the ability to present findings to clients and stakeholders on a monthly/quarterly basis.

Qualifications

• Excellent presentation and communication skills (spoken & written).
• Strong understanding of customer experience and VOC/NPS model.
• Analytical bend of mind and data-driven decision making.
• Open to change and adaptability in processes.
• Proficiency in MS Office and Google Suite tools.

Responsibilities

• Oversee compliance and quality for Sales & Customer service.
• Manage performance and execution of client deliverables by the compliance team.
• Develop and track metrics to evaluate results and drive improvements.
• Lead, motivate, and coach a team of quality analysts and assistant managers.
• Present monthly/quarterly business results to clients.

Skills

Excellent presentation

Customer experience & VOC/NPS

Analytical mindset

Receptiveness to change

MS Office & Google Suite

Leadership styles & development

Lean Six Sigma Green

Tools

MS Office

Google Suite

Job description

Job Description

Senior process Manager

Description

What will you do?

You will be managing a team who will oversee compliance and quality for the existing business (Sales & Customer service). You will be responsible for managing the performance and execution of client deliverables by the compliance team.

Key Job Responsibilities: Senior Process Manager Quality

Enhancing and building desired initiatives in time and at an appropriate cost internally to the department and overall, to the organization Improve and maintain overall efficiency of the VOC & compliance team Support and maintain Quality (VOC & Compliance) service levels all times Establish and track metrics as a process to evaluate and communicate results to the business. Standardize operations to drive excellence Building and grooming business-related skills (Domain Expertise) for desired ROI Ability to link responsibilities with the business approach and priorities Good people management skills and ability to deliver through people Leading, motivating, and coaching a team of assistant managers and quality analysts in delivering a superior customer experience through excellent service quality as expected by client Executing performance management measures as necessary, encourage team spirit, communicate a vision, and encourage innovation Would be required to exhibit flexibility and adaptability to meet business requirements Must undertake quarterly projects to being significant sustainable improvement to the processes Presenting Monthly and quarterly business results to the clients

Qualifications/Skills Required

• Excellent presentation and communication skills (Both spoken & written)
• Good understanding of customer experience & Voice of Customer & NPS model
• Analytical bend of mind
• Receptiveness to change
• Knowledge & working experience of MS office, Google Suite is required
• Must know various leadership styles and development levels
• Must be Lean Six sigma Green (atleast) certified

Who is Personiv?

Personiv has a 30-year track record of providing scalable, cost-effective, and innovative business process solutions to companies – from mid-market to globally-recognized brands. Our custom outsourcing solutions allow our clients to quickly add the resources and skill sets they need to meet their most pressing business challenges, while also creating long-term value and opportunity for both our clients and our team.

Why clients choose us

• Processes developed and improved over numerous programs
• Expertise at transitioning business functions from client organizations to Personiv
• Maintaining quality and reducing costs
• Creating a partnership that lasts

Our Mission

To build partnerships with companies who want cost-effective solutions that improve productivity and profitability.

Our Vision

People Powered Solutions

Our Value

We believe talent is the solution to all business challenges and on-demand access to talent is the ultimate competitive advantage for businesses who need the flexibility, efficiencies and scale outsourcing provides.

Compensation

As per industry standards