Process Manager

18 hours ago

Mohali, Punjab, India Kalyan Business Solutions Full time ₹ 8,40,000 - ₹ 10,80,000 per year

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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