Customer Operations 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 innovative 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 6+ years and should be a graduate or post graduate in any specialization

Preferred candidate

1.Open to work in night -rotational shift and weeks offs

2.Voice /Sales experience preferred

3.Excellent communication & client handling

Process Manager