Senior Process Manager

4 weeks ago


Mohali, Punjab, India eClerx Full time

Customer Operations Process Manager

eClerx is seeking an experienced professional to lead our customer operations team. As a Process Manager, you will be responsible for planning and implementing strategies to improve systems and processes, managing staff, and determining call centre operational strategies.

The ideal candidate will have over 10 years of experience in the Voice process team and will be able to troubleshoot related processes. You will serve customers by planning and implementing strategies and operations, improving systems and processes, and managing staff.

Key Responsibilities:

  • Maintain and improve operations by monitoring system performance, identifying and resolving problems, and preparing and completing action plans.
  • Accomplish human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees.
  • 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 and ensure critical matrices are met timely.
  • Manage multiple teams.
  • Perform audits and quality checks on Team Leads and Floor Supports.
  • Provide feedback to the Team Leads and 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 and 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.
  • Prepares performance reports by collecting, analysing, and summarizing data and trends.
  • Meets financial objectives by estimating requirements, preparing an annual budget, scheduling expenditures, analysing variances, and initiating corrective actions.
  • Maintains professional and technical knowledge by tracking emerging trends in BPO operations management, attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices, and participating in professional societies.
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments.

Minimum Qualifications:

Overall experience of 10+ years and should be a graduate or postgraduate in any specialisation.

Preferred Qualifications:

Graduation in Computer Science, Computer Applications, or related subjects.

eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the world's leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software, and high-tech.

eClerx is one of India's leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India.

eClerx Customer Operations specializes in providing operational expertise and process excellence throughout the customer journey.



  • Mohali, Punjab, India eClerx Full time

    Job Title: Senior Process ManagerAbout the Role:eClerx is seeking an experienced Senior Process Manager to join our Customer Operations team. As a Senior Process Manager, you will be responsible for leading process improvement initiatives, managing teams, and ensuring operational excellence.Key Responsibilities:Lead process improvement initiatives to enhance...


  • Mohali, Punjab, India eClerx Full time

    Senior Process ManagereClerx is seeking a seasoned professional to lead our Customer Operations team. As a Senior Process Manager, you will be responsible for driving process excellence and customer satisfaction across our global operations.Key Responsibilities:Develop and implement process improvements to enhance customer experience and operational...


  • Mohali, Punjab, India eClerx Full time

    Customer Operations LeadereClerx is looking to hire a seasoned professional with over 10 years of experience. As part of the Voice 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...

  • Senior Process Lead

    2 weeks ago


    Mohali, Punjab, India eClerx Full time

    Customer Operations – Process ManagerIndia- Pune | Full-time (FT) | Customer Operations | Job IDShift Timings - NIGHT SHIFT | Management Level – LeadershipSpecialisation – International BPOeClerx is seeking an experienced professional with over 10 years of experience to join our Voice process team as a Process Manager. The ideal candidate will focus on...


  • Mohali, Punjab, India Mahindra Rise Full time

    Job Title: Senior Sourcing ManagerCompany: Mahindra & Mahindra LtdResponsibilities:Vendor Management: Develop and commercialize forgings & Transmission Gears components, ensuring technical soundness in manufacturing processes.Quality Improvement: Coordinate with suppliers and QA teams to enhance quality, monitor supplier performance, and assess new...


  • Mohali, Punjab, India eClerx Full time

    Job SummaryeClerx is seeking a highly experienced Senior Process Manager to join our Voice Process team. The ideal candidate will have over 10 years of experience in process management and leadership roles, with a strong background in troubleshooting, strategic planning, and team management.Key ResponsibilitiesDevelop and implement process improvements to...

  • Senior Talent Manager

    3 weeks ago


    Mohali, Punjab, India Devout Tech Consultants Pvt Ltd Full time

    Job DetailsWe are seeking a Senior Talent Manager to lead the employment process, including orientation and IT recruitments.Responsibilities:Manage every aspect of the employment process.Ensure a smooth transition of new employees into the company.Coordinate IT recruitments and talent acquisition initiatives.Benefits:Five days working.Free...


  • Mohali, Punjab, India Freudenberg Full time

    Empowering InnovationResponsibilities:As a Process Engineering Manager at Freudenberg, you will oversee the development and validation of new manufacturing processes, tools, and equipment. This includes collaborating with internal and external suppliers to optimize design and construction.Key responsibilities include:Preparing Process FMEAs, control plans,...


  • Mohali, Punjab, India Freudenberg Full time

    Empowering People, Creating TechnologyKey Responsibilities:As a Process Engineering Manager at Freudenberg, you will oversee the process engineering and validation of new moulds, assembly tools, jigs, and fixtures. You will collaborate with internal and external suppliers to optimize mould, tool design, and construction.Key tasks will include preparing...


  • Mohali, Punjab, India Freudenberg Full time

    Empowering InnovationAs a Process Engineering Manager at Freudenberg, you will oversee the development and implementation of efficient manufacturing processes. Your expertise in process engineering and validation of new moulds, assembly tools, jigs, and fixtures will be crucial in collaborating with internal and external suppliers to optimize mould, tool...


  • Mohali, Punjab, India Freudenberg Full time

    Empowering InnovationJob Summary:As a Process Engineering Manager at Freudenberg, you will oversee the process engineering and validation of new moulds, assembly tools, jigs, and fixtures, collaborating with internal and external suppliers to optimize mould, tool design, and construction.Key Responsibilities:Develop and implement process improvements to...


  • Mohali, Punjab, India eClerx Full time

    We are seeking a seasoned Process Excellence Leader to join our team at eClerx. This role offers a unique opportunity to drive operational excellence and lead process improvements across various functions.The ideal candidate will possess over 10 years of experience in process management and have a graduate or post-graduate degree in any specialization. A...


  • Mohali, Punjab, India TaskUs Full time

    About TaskUs:TaskUs is a leading provider of outsourced digital services and next-generation customer experience solutions to fast-growing technology companies. Our mission is to help our clients represent, protect, and grow their brands by leveraging a cloud-based infrastructure and a team of highly skilled professionals.The People First culture at TaskUs...

  • Senior HR Manager

    1 month ago


    Mohali, Punjab, India Alpha Net Full time

    Job OpportunityThe Senior HR Executive at Alpha Net will be responsible for overseeing the human resources department and creating a positive work environment for all employees. This role involves setting objectives for the HR team and developing company policies. To be successful, the Senior HR Executive must have knowledge of the latest HR technology and...


  • Mohali, Punjab, India AVASO Technology Solutions Full time

    Job Title: Senior Project ManagerWe are seeking a highly experienced and detail-oriented Senior Project Manager to lead and oversee the planning, execution, and successful completion of complex transitional projects within our organization.The Senior Project Manager will play a crucial role in ensuring a seamless Project Management from the current state to...


  • Mohali, Punjab, India TaskUs Full time

    About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming...


  • Mohali, Punjab, India Flipkart Full time

    Job Description:The Senior Quality Manager will be responsible for implementing and maintaining the Quality Monitoring System to achieve business goals and targets. This role will also drive the main objective of Customer Experience enhancement at partner locations.Key Responsibilities:Effective implementation of Quality Monitoring SystemDrive Customer...


  • Mohali, Punjab, India Fiducia Accounting Services Pvt. Ltd. Full time

    Fiducia Accounting Services Pvt. Ltd. is seeking a seasoned Senior Human Resources Manager to lead our HR team. As a key member of our organization, you will be responsible for implementing and executing HR policies and procedures, coordinating employee orientation, and administering employee benefits programs.Key Responsibilities:HR Policy Implementation -...


  • Mohali, Punjab, India Freudenberg Full time

    Drive Manufacturing ExcellenceResponsibilities:Oversee process engineering and validation of new moulds, assembly tools, jigs and fixtures, and collaborate with internal and external suppliers to optimize mould and tool design and construction.Main Responsibilities:Prepare Process FMEAs, control plans, standardized work instruction, and visual aids as per...


  • Mohali, Punjab, India TaskUs Full time

    About TaskUsTaskUs is a leading provider of outsourced digital services and next-generation customer experience to the world's most innovative companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming,...