Digital-senior Process Manager -do- General Job in Eclerx

Description

JOB TITLE Senior Process Manager DATA MANAGEMENT

India| Full-time | Digital

We re looking for Senior Process Manager to add to our talent pool. The role reports to Program Manager and will be a key influencer of our digital identity.

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 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.

Roles and Responsibilities:

• Performance management of 4-5 APM/PM s and 50+ analysts/senior analysts in the team
• Ensure delivery of Client KPIs including day to day service levels, customer experience, quality measures and compliance measures
• Responsible for the development of the operational talent pool by optimizing the skills of the existing team
• Responsibility and accountability for the operational performance of the client areas and for exceeding targets of all required metrics
• Assist in the development of strategic plans for operational activity
• Identifying and highlighting further opportunities for services and process improvements
• Excellent leadership, people management, communication and influencing skills at a senior level
• Ability to demonstrate been able to translate business strategy into day to day delivery
• Ability to manage and influence key stakeholders
• Responsible for Business Continuity
• Drive Program level initiatives and innovate on new best practices to be inculcated
• Attrition management, workforce planning, succession planning for entire cluster
• Ability to demonstrate achievement of results e.g. business improvements, cost savings, revenue generation

Technical and Functional Skills:

• BE / BTech + MBA from premium institute with minimum 5+ years of work experience in Operations/ Client Engagement/ Knowledge Management/ KPI governance
• Experience in back office, contact centre environment, active interaction with onshore clients
• Experience in communicating with Global customers
• Experienced in managing large size (50+) multi-site /Multi skilled teams
• Excellent communication skills verbal, written, etc.
• Ability to work independently with minimal supervision as a self-starter
• Great influencing skills to rally team behind him/her
• Leadership Skills; main focus on quality of service delivery and customer obsession

eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the world s leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software, and high-tech. Incorporated in 2000, eClerx is one of India s leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 9,500-plus people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand.

eClerx Digital is the trusted partner of choice to the world s largest global brands for creative production, eCommerce/web operations, and analytics & insight services. We improve profitability for their digital businesses. Using the Follow the Sun delivery model, our team of 3,000+ full-time digital delivery employees at our five productions hubs in Mumbai, Pune, Chandigarh, Verona, and Phuket applies deep digital expertise to support the most demanding global clients effectively. eClerx Digital s innovative delivery model drives the metrics that matter for our clients: improved acquisition, conversion and retention, and overall lifetime value of your customer 24/7/365.

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