Associate Process Manager

4 days ago

Coimbatore, Tamil Nadu, India eClerx Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Job Description
JOB DESCRIPTION

  • Lead and manage a team of 20+ analysts to ensure efficient and smooth daily operations.
  • Drive adherence to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality benchmarks.
  • Oversee shift planning, attendance tracking, and optimal resource allocation to meet operational demands.
  • Monitor and analyze performance metrics, preparing detailed daily and weekly reports for leadership review.
  • Conduct regular one-on-one meetings, team meetings, and performance evaluations to foster growth and accountability.
  • Identify training needs and support employee development initiatives to enhance team capabilities.
  • Manage escalations promptly, resolving operational challenges to maintain service quality and client satisfaction.
  • Collaborate with cross-functional teams and stakeholders to ensure seamless service delivery and alignment with organizational goals.
  • Lead initiatives for process improvements, automation, and standardization to boost efficiency and reduce manual work.
  • Ensure strict compliance with organizational policies, regulatory standards, and client guidelines at all times.

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