Associate Process Manager - FDX
eClerx
Date: 3 weeks ago
City: Coimbatore, Tamil Nadu
Contract type: Full time
Job Description
JOB DESCRIPTION
JOB DESCRIPTION
- Lead and manage a team of 20+ analysts to ensure efficient and smooth daily operations.
- Drive adherence to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality benchmarks.
- Oversee shift planning, attendance tracking, and optimal resource allocation to meet operational demands.
- Monitor and analyze performance metrics, preparing detailed daily and weekly reports for leadership review.
- Conduct regular one-on-one meetings, team meetings, and performance evaluations to foster growth and accountability.
- Identify training needs and support employee development initiatives to enhance team capabilities.
- Manage escalations promptly, resolving operational challenges to maintain service quality and client satisfaction.
- Collaborate with cross-functional teams and stakeholders to ensure seamless service delivery and alignment with organizational goals.
- Lead initiatives for process improvements, automation, and standardization to boost efficiency and reduce manual work.
- Ensure strict compliance with organizational policies, regulatory standards, and client guidelines at all times.
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