Process Manager

Customer Operations Process Manager Responsibilities

• Prepares performance reports by collecting, analyzing, and summarizing data and trends
• Ensure Critical Performance Metrics are met consistently
• Lead client / vendor reviews / calibrations
• Revert to client / vendor queries on routine issues
• Provide innovative ideas to optimize internal metrics & ensure critical matrices are met timely
• Manage multiple teams
• Perform audits and quality checks on Team Leads & Floor Supports
• Provide feedback to the Team Leads & Floor Supports periodically on their performance
• Ensure cross skilling and periodic process re-verification to ensure resource pool
• Perform Training Need Identification for teams
• Perform Bottom Quartile Management
• Ensure directives from senior leadership are percolated and acted upon
• 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
• Focus on retention of staff through career mapping & guiding team members
• Advocate and follow organizational policies and procedures
• Adhere to the information security requirements
• Ensure all client deliverables met within timelines
• Ensure productivity / quality enhancement and process meet all metrics
• Remediation of any major incident
• Manage client MBR / QBR deck, client calls and reviews

Skills Required

Crm, Risk Management