Customer Operations Associate Process Manager Responsibilities - Prepares performance reports by collecting, analysing, 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 cutting-edge 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 Minimum Qualifications Overall experience of 4+ years and should be a graduate or post graduate in any specialisation Preferred Qualifications - Graduation in Computer Science, Computer Applications or related subjects

📌 Associate Process Manager (Mumbai)
🏢 Personiv
📍 Mumbai