
Senior Process Manager
4 days ago
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
-
Mazars - Assistant - Pursuit Specialist
3 weeks ago
Pune, Maharashtra, India Manager Full timeAssistant Manager - Pursuit Specialist Bid & Pursuit Support Specialist :This role is varied and will give you exposure to the full range of bid and pursuit support. You will have two main areas of focus:- Firstly, you will support the business by working from templates and standard content to produce proposal documents and supporting materials in response...
-
Senior Process Manager
3 weeks ago
Pune, Maharashtra, India eClerx Investments Ltd Full timeJob DescriptionJob Description- Senior Process Manager Customer OperationsCustomer Operations Voice Process- Senior Process ManagerIndia |Full-time (FT)|Customer Operations |Shift Timings Flexible 24x7 |Management Level Senior ManagerSpecialization International BPO, Inbound voiceeClerx is looking to hire an experienced professional with 8-12 years of...
-
Senior Process Manager
1 day ago
Pune, Maharashtra, India eClerx Full time ₹ 15,00,000 - ₹ 20,00,000 per yearWe 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
6 days ago
Pune, Maharashtra, India eClerx Career Site Full time ₹ 20,00,000 - ₹ 25,00,000 per yearEssential 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...
-
Senior Process Manager
3 weeks ago
Pune, Maharashtra, India Eclerx Full timeJob DescriptionRequirement :- 10+ years of experience in International BPO - Customer Service- Hands on Voice ,chat and support process is required- Excellent Communication Skill- Flexible with 24*7 (US Shift)- Must have experience in telecom .upselling and cross selling .- He/she must also possess an understanding of the repair process in Telecom and Cable...
-
Senior Process Architect
1 day ago
Pune, Maharashtra, India Barclays Full time ₹ 20,00,000 - ₹ 25,00,000 per yearStep 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...
-
Senior Process Engineer
1 day ago
Pune, Maharashtra, India IDE Technologies Full time ₹ 6,00,000 - ₹ 18,00,000 per yearCompany 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,...
-
Process Manager
4 days ago
Pune, Maharashtra, India eClerx Career Site Full time ₹ 5,00,000 - ₹ 15,00,000 per yearCustomer 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...
-
Senior Process Manager
3 weeks ago
Pune, Maharashtra, India Ensono Full timeQualifications- Education: Bachelor's or master's in business or engineering- Certifications: Certifications such as LEAN or Six Sigma is a must. PMP is highly preferredSkills and experienceSr. Process Manager should have overall experience of 12-15 years with following skills and experience- 5+ years of experience in business process analysis. Project...
-
Process Manager
2 weeks ago
Pune, Maharashtra, India eClerx Full time ₹ 15,00,000 - ₹ 25,00,000 per yearRole 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...