Process Manager

Customer Operations Process Manager ResponsibilitiesPrepares performance reports by collecting, analysing, and summarizing data and trendsEnsure Critical Performance Metrics are met consistentlyLead client/vendor reviews/calibrationsRevert to client/vendor queries on routine issuesProvide innovative ideas to optimize internal metrics & ensure critical matrices are met timelyManage multiple teamsPerform audits and quality checks on Team Leads & Floor SupportsProvide feedback to the Team Leads & Floor Supports periodically on their performanceEnsure cross skilling and periodic process re-verification to ensure resource poolPerform Training Need Identification for teamsPerform Bottom Quartile ManagementEnsure directives from senior leadership are percolated and acted uponHold periodic meetings, discuss task delegation and review issuesConduct team huddles and meetings to discuss operational updatesBuild team spirit through group sessions, activities, and projectsFocus on retention of staff through career mapping & guiding team membersAdvocate and follow organizational policies and proceduresAdhere to the information security requirementsEnsure all client deliverables met within timelinesEnsure productivity/quality enhancement and process meet all metricsRemediation of any major incidentManage client MBR/QBR deck, client calls and reviewsMinimum QualificationsOverall experience of 6+ years and should be a graduate or post graduate in any specializationPreferred candidate 1.Open to work in night -rotational shift and weeks offs 2.Voice /Sales experience preferred3.Excellent communication & client handling

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