Process Manager( KPO/BPO)

6 days ago

Mohali, Punjab, India Lakhera Global Services Pvt Ltd. Full time ₹ 6,30,000 - ₹ 8,40,000 per year

Job Description – Process Manager

Location: Mohali, Chandigarh

Company: Lakhera Global Services Pvt. Ltd.

Industry: Multi-Project Business Operations

About Us

Lakhera Global Services Pvt. Ltd. is a leading organization in education marketing, working with top universities across India. As part of our growth vision, we are transitioning into a process-driven, BPO-style organization—with the flexibility to manage multi-project operations across diverse industries in the future.

We are looking for a dynamic Process Manager to design, implement, and manage scalable processes that will drive operational excellence and prepare the organization for long-term adaptability.

Key Responsibilities

  • Process Design & Documentation
  • Develop and implement end-to-end process flows, SOPs, and operational guidelines for technical and non-technical functions.
  • Standardize workflows to ensure scalability and adaptability across multiple projects.
  • Define measurable KPIs and KRAs for teams and departments.
  • Operational Excellence
  • Introduce a BPO-style framework for handling client interactions, project execution, and escalations.
  • Set up quality monitoring systems to ensure efficiency and service excellence.
  • Build performance dashboards and reporting systems for management insights.
  • Technology & Automation
  • Recommend and implement CRM, ERP, HRMS, and automation solutions.
  • Enable multi-project management systems with strong workflow integration.
  • Ensure compliance with data protection, privacy, and regulatory requirements.
  • Training & Development
  • Create training modules, knowledge bases, and playbooks for project teams.
  • Lead workshops to instill a process-driven culture within the organization.
  • Governance & Compliance
  • Draft company-wide policies, compliance checklists, and audit frameworks.
  • Integrate best practices from global BPOs while adapting them to multi-project business operations.

Candidate Profile

  • Experience: 7–12 years in Process Management / BPO Operations / Business Excellence / Operations Consulting.
  • Education: Graduate/Postgraduate in Business Administration, Operations Management, or related field. Lean Six Sigma / ISO / Process Excellence certification preferred.
  • Proven track record of designing scalable processes and managing multi-project operations.
  • Strong exposure to CRM, ERP, and automation tools.
  • Excellent leadership, documentation, and training skills.
  • Ability to work in a fast-growing, adaptable environment.

Reporting Structure

  • Reports to: Managing Director / CEO
  • Direct Reports: Team Leaders, Quality Analysts, and Training & Operations staff (to be onboarded as per scaling requirements)
  • Cross-functional Collaboration: Sales, Technology, HR, and Client Relations teams

What We Offer

  • Opportunity to build processes from the ground up in a fast-scaling company.
  • Exposure to multi-project operations beyond education marketing.
  • A professional environment with long-term career growth.
  • Competitive salary & performance-based incentives.

Job Types: Full-time, Permanent

Pay: ₹50, ₹70,000.00 per month

Benefits:

  • Health insurance
  • Paid sick time

Work Location: In person

Speak with the employer

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