Senior Process Manager

About the role

Senior Process Manager overseeing customer operations in telecom and cable, driving process improvements, team leadership, and performance excellence.

What you’ll do

• Prepare performance reports by collecting, analysing, summarizing data and trends
• Ensure critical performance metrics are consistently met
• Lead client/vendor reviews and calibrations
• Respond to client/vendor queries on routine issues
• Provide innovative ideas to optimize internal metrics and meet critical matrices timely
• Manage multiple teams
• Perform audits and quality checks on team leads and floor supports
• Provide feedback to team leads and floor supports periodically
• Ensure cross-skilling and periodic process re-verification to maintain resource pool
• Identify training needs for teams
• Manage bottom quartile performance
• Ensure directives from senior leadership are 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 and guidance
• Advocate and follow organizational policies and procedures
• Adhere to information security requirements
• Ensure all client deliverables met within timelines
• Ensure productivity/quality enhancement and process meets all metrics
• Remediate any major incident
• Manage client MBR/QBR deck, client calls and reviews

What you’ll bring

9+ years experience, graduate or postgraduate

Nice to have

Graduation in Computer Science, Applications or related

Education

Graduate