Senior Process Manager

2 days ago

Pune, Maharashtra, India eClerx Career Site Full time ₹ 1,04,000 - ₹ 1,30,878 per year

Job Description- Senior Process Manager – Customer Operations

Customer Operations – Voice Process- Senior Process Manager 
India | Full-time (FT) | Customer Operations | 

Shift Timings – Flexible 24x7 |Management Level – Senior Manager

Specialization – International BPO, Inbound voice

eClerx is looking to hire an experienced professional with 8-12 years of experience. As part of the Voice support process team, your role will specifically focus on troubleshooting related processes. The ideal candidate will serve customers by planning and implementing strategies and operations; improving systems and processes; managing the team. 

The candidate must possess knowledge relevant to the functional area, and act as a subject matter expert in providing advice in the area of expertise, and also focus on continuous improvement for maximum efficiency. It is vital to focus on high standard of delivery excellence, provide top-notch service quality and develop successful long-term business partnerships with internal/external customers by identifying and fulfilling customer needs. He/she should be able to break down complex problems into logical and manageable parts in a systematic way, and generate and compare multiple options and set priorities to resolve problems. The ideal candidate must be proactive, and go beyond expectations to achieve job results and create new opportunities. He/she must positively influence the team, motivate high performance, promote a friendly climate, give constructive feedback, provide opportunities for development, and manage career aspirations of direct reports. Communication skills are key here, to explain organizational objectives, assignments, and the big picture to the team, and to articulate team vision and clear objectives.

He/she must also possess an understanding of the repair process in Telecom and Cable industry, with an ability to analyse information and evaluate results to choose best solutions and solve problems.

Customer Operations Senior Process Manager Responsibilities

  • Prepares performance reports by collecting, analyzing, and summarizing data and trends
  • Ensure Critical Performance Metrics are met consistently
  • Lead client/vendor reviews/calibrations
  • Revert to client/vendor queries on routine issues
  • Provide innovative ideas to optimize internal metrics & ensure critical matrices are met timely
  • Manage multiple teams 
  • Perform audits and quality checks on Team Leads & Floor Supports
  • Provide feedback to the Team Leads & Floor Supports periodically on their performance
  • Ensure cross skilling and periodic process re-verification to ensure resource pool
  • Perform Training Need Identification for teams
  • Perform Bottom Quartile Management 
  • Ensure directives from senior leadership are percolated and acted upon
  • Hold periodic meetings, discuss task delegation and review issues
  • Conduct team huddles and meetings to discuss operational updates
  • Build team spirit through group sessions, activities, and projects
  • Focus on retention of staff through career mapping & guiding team members
  • Advocate and follow organizational policies and procedures
  • Adhere to the information security requirements
  • Ensure all client deliverables met within timelines
  • Ensure productivity/quality enhancement and process meet all metrics
  • Remediation of any major incident
  • Manage client MBR/QBR deck, client calls and reviews

  • Senior Process Manager

    21 hours ago

    Pune, Maharashtra, India eClerx Full time ₹ 15,00,000 - ₹ 20,00,000 per year

    We are looking for a skilled Senior Process Manager to join our team at eClerx Services Ltd., an IT Services & Consulting company. The ideal candidate will have 6-8 years of experience in process management and a strong background in managing processes.Roles and ResponsibilityManage and implement new processes and procedures to improve efficiency and...

  • Senior Process Manager

    5 days ago

    Pune, Maharashtra, India eClerx Career Site Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    Essential Duties and Responsibilities:Regularly conducting thorough budget vs actual comparisons on a monthly basisAnalyze financial data to identify trends, variances, and opportunities for improvement.Validating PO and PO approval Partner with cross-functional teams to gather relevant information for financial analysis.Prepare monthly financial reports...

  • Product/Process Engineer

    6 days ago

    Pune, Maharashtra, India HRS Process Systems Ltd Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Role & responsibilitiesUnderstanding designs Types of HEs & systems manufactured by HRS.Knowledge of fundamentals of process designing, thermal design calculations.Technically sound in terms of Process flow calculations.Making proposals / Quotations with optimized solutions for enquiries received from customers.Interaction & negotiating with customers for...

  • Senior Process Architect

    21 hours ago

    Pune, Maharashtra, India Barclays Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    Step into the role of Senior Process Architect - Technology Standards Governance. At Barclays, we are more than a Bank, we are force of progress. As a Senior Process Architect - Technology Standards Governance you will collaborate with technology teams to optimise and improve the IT service management processes involved in the delivery and support of...

  • Product /Process Engineer - Food Systems

    4 days ago

    Pune, Maharashtra, India HRS Process Systems Ltd Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Role & responsibilitiesSupport for business generation by target market search, approach to propose products & solutions of the companyUnderstand the process requirement and design systems/plantsValidate thermal and mechanical designs, Preparation of Key components BOQ.Support for project commissioning, troubleshooting requirements at customer sitesSearching...

  • Senior Process Engineer

    20 hours ago

    Pune, Maharashtra, India IDE Technologies Full time ₹ 6,00,000 - ₹ 18,00,000 per year

    Company DescriptionIDE Technologies is a world leader in water treatment solutions, specializing in the development, engineering, construction, and operation of advanced desalination and industrial water treatment plants. With nearly 50 years of experience, IDE partners with customers to deliver projects on schedule, within budget, and above specifications,...

  • Senior Process Engineer

    19 hours ago

    Pune, Maharashtra, India Saaf Biogas Private Limited Full time ₹ 15,00,000 - ₹ 20,00,000 per year

    We are seeking a highly skilled and experienced Senior Process Engineer to join our team. The candidate will be responsible for designing, optimizing, and overseeing process engineering activities for [biogas / renewable energy / chemical / manufacturing adapt as needed] projects. The role demands strong technical expertise, project management ability, and...

  • Process Manager

    3 days ago

    Pune, Maharashtra, India eClerx Career Site Full time ₹ 5,00,000 - ₹ 15,00,000 per year

    Customer Operations - Process Manager India- Pune | Full-time (FT) | Customer Operations | Job ID_Shift Timings – Flexible 24x7 |Management Level – ManagerSpecialisation – International BPO, eClerx is looking to hire an experienced professional with 4-9 years of experience. As part of the Chat/Voice process team, your role will specifically focus...

  • Process Manager

    2 weeks ago

    Pune, Maharashtra, India eClerx Career Site Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    Role Overview:We are seeking a highly experienced and strategic Senior Business Analyst to lead a critical data management initiative. This project focuses on building and maintaining entity mappings across firm-wide back-office systems, enabling legal hierarchy modeling and automation of data maintenance. The ideal candidate will bring deep domain...

  • Product Manager

    21 hours ago

    Pune, Maharashtra, India Hrs Process System Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    Role & responsibilitiesRole entails understanding of plant operations in process industries like pharma, chemical, agrochemical, fertilizers, petrochemicals, etc.Product/Applications engineering, process schemes for heat exchangers & allied range of products including thermal & mechanical aspects.Development of new application areas in focus sectors for...