
Process Manager
1 day ago
Job Description – Process Manager
Industry: Project Business Operations ( Multiple Customers)
We are seeking a results-oriented Process Manager for our client who can design, implement, and formalize scalable processes that drive operational excellence and prepare the company for long-term growth and adaptability.
Key Responsibilities
1. Process Design & Documentation
- Develop and standardize end-to-end workflows, SOPs, and operational guidelines for both technical and non-technical functions.
- Establish scalable and adaptable processes to support multiple projects.
- Define measurable KPIs and KRAs at team and departmental levels.
2. Operational Excellence
- Implement a BPO-style framework for client interaction, project delivery, and escalation handling.
- Introduce quality monitoring systems to ensure efficiency and service excellence.
- Build performance dashboards and reporting tools for actionable management insights.
3. Technology & Automation
- Evaluate, recommend, and deploy CRM, ERP, HRMS, and automation tools.
- Establish integrated multi-project management systems with streamlined workflows.
- Ensure compliance with data protection, privacy standards, and regulatory requirements.
4. Training & Development
- Design and deliver training modules, knowledge bases, and playbooks to support teams.
- Conduct workshops to embed a process-driven culture across the organization.
5. Governance & Compliance
- Draft organizational policies, compliance checklists, and audit frameworks.
- Adapt global BPO best practices to suit multi-project business operations.
Candidate Profile
- Experience: 9–12 years in Process Management, BPO Operations, Business Excellence, or Operations Consulting.
- Education: Graduate/Postgraduate in Business Administration, Operations Management, or related fields. Certifications in Lean Six Sigma, ISO, or Process Excellence are preferred.
- Proven ability to design and manage scalable processes for multi-project environments.
- Hands-on experience with CRM, ERP, SOPs, and automation tools.
- Strong leadership, documentation, and training capabilities.
- Adaptability to thrive in a high-growth, fast-changing environment.
Reporting Structure
- Reports to: Managing Director / CEO
- Direct Reports: Team Leaders, Quality Analysts, and Training & Operations staff (as per scaling needs).
- Collaboration: Cross-functional interaction with Sales, Technology, HR, and Client Relations teams.
What We Offer
- Opportunity to architect processes from the ground up in a rapidly scaling organization.
- Exposure to multi-project operations extending beyond education marketing.
- A professional, growth-oriented environment with long-term career progression.
- Competitive salary and performance-based incentives.
Job Types: Full-time, Permanent
Pay: ₹70, ₹90,000.00 per month
Work Location: In person
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