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.

About the Team

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

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.