Manager

Short Description :

The Process Lead (Supervisor) will oversee daily operations while serving as a key liaison between the team, leadership, and external stakeholders.

Description :

The Process Lead (Supervisor) will oversee daily operations while serving as a key liaison between the team, leadership, and external stakeholders. The role focuses on ensuring service delivery, building strong stakeholder relationships, and driving continuous improvements that enhance customer and client satisfaction.

Responsibilities :

• Act as the primary point of contact for internal and external stakeholders, ensuring transparent and professional communication.
• Oversee team performance to meet SLAs, quality standards, and client expectations.
• Manage escalations, provide timely resolutions, and proactively address recurring issues.
• Coordinate with cross-functional teams and leadership to align business goals and priorities.
• Analyze performance data, prepare reports, and present insights to stakeholders.
• Drive process improvements and share best practices to enhance efficiency and customer satisfaction.
• Mentor and guide team members, fostering a culture of accountability, collaboration, and growth.

Qualifications

• Bachelor’s degree or equivalent experience.
• 4–6 years of professional experience with at least 1–2 years in a supervisory or stakeholder-facing role.
• Proven ability to manage client relationships and handle escalations effectively.
• Strong communication, presentation, and interpersonal skills.
• Solid analytical and problem-solving abilities with attention to detail.
• Experience in logistics, transportation, or claims processes preferred.

Interested candidates can share the resumes on sachin.dhumal@exlservice.com.