Senior Process Lead, Service Delivery

3 days ago

Bengaluru, Karnataka, India Resource Pro Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Please Note: Team Lead / Team Manager experience is mandatory.

JOB DESCRIPTION

This form is designed to describe the main objectives of this job and its essential functions and job qualifications.

1. Basic Information

Job Title - Senior Process Lead, SDU Report to (Job Title) - Assistant Manager, Service Delivery, Job Grade - Grade 8, Direct Reports (Job Title) - Associate, SDU and Analyst, SDU, Department -Service Delivery Unit, Location - Bangalore, India

2. Job Summary (describe in 2-3 sentences the purpose of this position)

Acts as the first level of leadership within the Service Delivery Unit. The Senior Process Lead is responsible for processing client work, supporting operational excellence, coaching team members, and ensuring consistent service delivery.

This role serves as a developmental opportunity for Specialists preparing for future leadership positions, while also helping to address engagement and retention challenges within the team.

3. Principal Responsibilities (identify 4-5 major categories of work)

Responsibilities Description (E.g. Budgeting & Planning, Team Management, etc.)

Description order to/to ....) [3 to 5 Points under each Responsibility]

Percentage of Time [%]

  1. Task Processing and Operations

  2. Execute complex processing tasks independently with a high degree of accuracy and efficiency

  3. Adhere to company and client information security and compliance policies
  4. Manage escalated or high-priority work items, serving as a performance role model
  5. Implement process improvements to consistently meet quality, productivity, and timeliness standards

40%

  1. Operation Optimization

  2. Analyze operation problems, notify related parties and propose solutions

  3. Develop procedures and ensure the implementation meets compliance requirements
  4. Set up the task structure and new task information
  5. Assist with output conversion

30%

  1. Auditing and Trouble-shooting

  2. Set up the audit plan, create the audit summary, identify the performance gap and propose solutions

  3. Perform timely trouble-shooting
  4. Ensure the unit/team meets the compliance requirements

10%

  1. Client Communication

  2. Drafts professional, courteous, and structured email communications for client interactions

  3. Proactively identifies client needs and takes initiative to address them

10%

  1. Talent Management

  2. Offer prompt feedback and guidance to team members to enhance their task-related performance

  3. Assist in recognizing and nurturing high-potential Assistants and Analysts for future growth
  4. Contribute to the execution of team-level employee engagement and retention initiatives

10%

The above responsibilities are not inclusive. Other responsibilities may be assigned to this job position depending on Business Needs.

4. Business Relationships (Optional)

Internal contacts (up, down and across the company) - Team members within the Client Team and Reporting Manager

Clients/external vendors etc. - Client contacts, all US departments

5. Minimum Qualifications

Education Background - Bachelor/Masters

Licenses/Certificates - N/A

Working Experience required and preferred

  • 6 - 8 years of work experience in Service Delivery or Operations
  • Experience in Mentoring or Informal Leadership roles preferred

Travel(% of travel time; domestic or international) - N/A

Behavioral/technical skills;

Competencies

(3 Required + 3 Preferred)

  • Advanced task processing expertise
  • Task planning and coordination
  • Effective coaching and feedback
  • Communication and stakeholder management
  • Problem-solving and root cause analysis
  • Team collaboration and engagement
  • Time and workflow management

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