Job Description
Customer Operations Associate Process Manager Responsibilities
n
- n
- Prepares performance reports by collecting, analysing, and summarizing data and trendsn
- Ensure Critical Performance Metrics are met consistentlyn
- Lead client/vendor reviews/calibrationsn
- Revert to client/vendor queries on routine issuesn
- Provide cutting-edge ideas to optimize internal metrics & ensure critical matrices are met timelyn
- Manage multiple teamsn
- Perform audits and quality checks on Team Leads & Floor Supportsn
- Provide feedback to the Team Leads & Floor Supports periodically on their performancen
- Ensure cross skilling and periodic process re-verification to ensure resource pooln
- Perform Training Need Identification for teamsn
- Perform Bottom Quartile Managementn
- Ensure directives from senior leadership are percolated and acted uponn
- Hold periodic meetings,



discuss task delegation and review issuesn
- Conduct team huddles and meetings to discuss operational updatesn
- Build team spirit through group sessions, activities, and projectsn
- Focus on retention of staff through career mapping & guiding team membersn
- Advocate and follow organizational policies and proceduresn
- Adhere to the information security requirementsn
- Ensure all client deliverables met within timelinesn
- Ensure productivity/quality enhancement and process meet all metricsn
- Remediation of any major incidentn
- Manage client MBR/QBR deck, client calls and reviewsn

nMinimum Qualifications
nOverall experience of 4+ years and should be a graduate
n

n? Interested candidates can send resumes to:[email protected]

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