Associate Process Manager

About the role

Associate Process Manager at eClerx Services in Pune leads a high‑performing team within the Customer Operations – Chat division. With 4‑9 years of experience, the role focuses on troubleshooting, process improvement, and operational excellence across telecom and cable services. The manager designs and implements strategies to enhance system performance, audits processes, and drives continuous improvement initiatives. They analyze data, prepare performance reports, and ensure critical metrics are consistently met. The position requires strong leadership, cross‑functional collaboration, and the ability to motivate teams while maintaining high quality and compliance standards. The role also involves client and vendor engagement, training needs identification, and retention planning. Candidates should hold a graduate or postgraduate degree, preferably in Computer Science or related fields, and possess solid skills in process management, data analysis, audit, and team leadership. This full‑time, on‑site role offers an opportunity to shape customer experience and operational efficiency in a global BPO environment.

What you’ll do

• Prepare performance reports from data analysis
• Ensure critical performance metrics are met
• Lead client/vendor reviews and calibrations
• Respond to routine client/vendor queries
• Suggest ideas to optimize internal metrics
• Manage multiple teams simultaneously
• Audit and quality check Team Leads & Floor Supports
• Provide periodic feedback to leads and supports
• Cross-skill and re-verify processes regularly
• Identify training needs for teams
• Manage bottom quartile performance
• Implement senior leadership directives
• Hold periodic meetings to review tasks
• Conduct team huddles and operational updates
• Build team spirit via group sessions
• Focus on staff retention and career mapping
• Advocate organizational policies and procedures
• Adhere to information security requirements
• Meet client deliverables within timelines
• Enhance productivity and quality metrics
• Remediate major incidents
• Manage client MBR/QBR decks and calls

What you’ll bring

• 4+ years experience
• Graduate or postgraduate degree

Nice to have

Computer Science/Applications degree

Skills