Process Manager

PROFILE SUMMARY

• This could be lateral for SPM or for promotion of PM to SPM position after 6 months excellent performance.
• Usual eClerx conditions for tenure.
• Only for employees currently employed in TSX or AM programs at any eClerx location in India.
• Possess a valid Indian passport or be able to get passport in less than 2 weeks, if selected.
• Manage large teams including Process Managers, APMs, Team Leaders, and Analysts.
• Own and deliver on SLAs, KPIs, and business performance targets.
• Drive customer experience improvements and enhance outcomes.
• Analyze performance data and provide insights to optimize operations.
• Ensure effective workforce planning, capacity management, and cost optimization.
• Monitor and improve team engagement, retention, and leadership development.
• Perform Bottom Quartile Management.
• 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.
• Advocate and follow organizational policies and procedures.
• Ensure all client deliverables met within timelines.
• Ensure productivity/quality enhancement and process meet all metrics.