Process Manager

Job Description
Job Title:
FCC Operational Excellence – Delivery Support

Designation
: Process Manager

Location:
Gurgaon

Work Mode:
Hybrid ( Minimum 60% in Office )

Shift:
10 am – 7 pm , 11 am – 8 pm , 12 pm – 9 pm & 1 pm – 10 pm

Job Overview:
The ideal candidate must possess in-depth functional knowledge of the process area and apply it to operational scenarios to provide effective solutions. The role enables to identify discrepancies and propose optimal solutions by using a logical, systematic, and sequential methodology. It is vital to be open-minded towards inputs and views from team members and to effectively lead, control, and motivate groups towards company objects. Additionally, candidate must be self-directed, proactive, and seize every opportunity to meet internal and external customer needs and achieve customer satisfaction by effectively auditing processes, implementing best practices and process improvements, and utilizing the frameworks and tools available. Goals and thoughts must be clearly and concisely articulated and conveyed, verbally and in writing, to clients, colleagues, subordinates, and supervisors.

As a Delivery Support Process Manager, you will play a critical role in ensuring the smooth execution of operational processes, supporting delivery teams, and driving continuous improvement initiatives. This role requires strong analytical skills, stakeholder management capabilities, and a proactive approach to problem-solving. You will collaborate across functions to ensure timely and quality delivery of services, while identifying opportunities to enhance efficiency and client satisfaction.

Responsibilities:
Operational Support & Delivery Oversight:

• Monitor and support day-to-day delivery operations to ensure adherence to SLAs and KPIs.
• Act as a point of contact for issue resolution, coordinating with cross-functional teams to address delivery challenges.
• Track and report delivery metrics, highlighting trends, risks, and improvement areas.

Process Optimization:

• Identify inefficiencies in delivery workflows and recommend process enhancements.
• Collaborate with operations and technology teams to implement automation and standardization initiatives.
• Maintain documentation of delivery processes and ensure compliance with internal controls.

Stakeholder Management:

• Liaise with internal and external stakeholders to ensure alignment on delivery expectations and timelines.
• Facilitate regular governance meetings and status updates with clients and leadership.
• Escalate critical issues proactively and drive resolution through structured communication.

Reporting & Analytics:

• Prepare and present dashboards, performance reports, and root cause analyses.
• Use data-driven insights to support decision-making and continuous improvement efforts.

Training & Knowledge Management:

• Support onboarding and training of new team members on delivery processes and tools.
• Maintain knowledge repositories and ensure process documentation is up to date.

Qualifications:

• Bachelor's degree in Business, Operations, Finance, or a related field.
• 8-10 years of experience in delivery support, operations, or project coordination roles.
• Strong understanding of service delivery models and operational metrics.
• Proficiency in MS Office Suite, especially Excel and PowerPoint; familiarity with reporting tools (e.g., Power BI, Tableau) is a plus.
• Excellent communication, coordination, and problem-solving skills.

Desired Skills:

• Ability to manage multiple priorities in a fast-paced environment.
• Strong analytical mindset with attention to detail.
• Collaborative attitude and ability to work across teams and geographies.
• Passion for continuous improvement and operational excellence.

Join our team and leverage your expertise to help us deliver top-notch solutions in the ever-evolving landscape of Financial Crime Compliance.

eClerx Financial Markets
offers consulting, technological innovation, and process management expertise to uniquely solve operational challenges for financial organizations worldwide. With nearly two decades of industry experience, complemented by smart automation and robotics, our team of experts delivers holistic solutions across the trade lifecycle, change management, data analytics, compliance, cash securities operations, document digitization and generation, and outreach.

To know more about us, visit

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law