Customer Operations Associate Process Manager Responsibilities

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

nOverall experience of 4+ years and should be a graduate

nnInterested candidates can send resumes to:[email protected]

📌 Associate Process Manager (Pune)
🏢 Eclerx Services Limited, Mumbai, Maharashtra
📍 Pune