Process Manager

The candidate must possess in-depth functional knowledge of HR processes and apply it to operational scenarios to provide effective solutions. The candidate must be able to identify discrepancies and propose optimal solutions by using a logical, systematic, and sequential methodology. It is vital to be open-minded towards inputs and views from team members and to effectively lead, control, and motivate groups towards company’s vision. Additionally, the candidate must be self-directed, proactive and seize every opportunity to meet internal and external customer needs and achieve customer satisfaction by effectively auditing processes, implementing best people practices and process improvements, and utilizing the frameworks and tools available. Goals and thoughts must be clearly and concisely articulated and conveyed, verbally and in writing, to clients, colleagues, subordinates, and supervisors. The candidate should act as a change agent, acting as a catalyst to drive vertical/org. level changes.

Process Manager Roles and Responsibilities: 

Employee Engagement & Issue Resolution

• Understand employee pulse through regular connects and raise concerns to the right stakeholders.
• Ensure employee issues are resolved end-to-end with quick turnaround.
• Conduct one-on-one connects with the Analyst–Manager pool during pulse checks.
• Govern leadership connect sessions for the program.
• Manage attrition for the program and implement retention actions.

Performance Management

• Partner with Business for performance calibration discussions.
• Conduct sessions to educate employees on the Performance Management System.
• Ensure timely goal-setting between managers and their teams.
• Guide and train managers on the evaluation process.
• Monitor and govern PIP/Performance Coaching for bottom performers.
• Close calibration cycles with Business.

Career & Capability Development

• Run career development and capability-building programs for identified A–PM talent.
• Coach employees to take ownership of their growth.
• Oversee the 90-day onboarding and assimilation journey for Analyst–Manager pool.

Discipline & Compliance

• Investigate any conduct-related issues and close them with appropriate disciplinary action when required.
• Complete exit interviews for Analyst–Process Manager employees within timelines.
• Ensure timely closure of Bottom Quartile cases.
• Close background verification issues for Analyst–Process Manager employees in the program.

Reporting & Governance

• Keep all trackers updated, including pulse, discipline, conduct, and performance.
• Share updated trackers with the Senior HRBP and other stakeholders.
• Create and maintain reports and dashboards for all program-related HR activities.
• Drive Rewards & Recognition programs to appreciate employee contributions and boost performance.

Required experience and skills

• Graduate with an MBA
• 5+ years of total experience, with at least 3 years as an HR Business Partner in a KPO / IT / ITES environment
• Strong understanding of HR processes like performance management, employee engagement, attrition management, and capability development
• Experience handling employee relations, grievance resolution, and disciplinary processes
• Ability to work closely with business leaders and manage stakeholder expectations
• Good communication, analytical, and reporting skills
• Comfortable managing multiple priorities and driving HR initiatives end-to-end.

Shift Timing: 6:00 PM to 3:00 AM

Who we are

eClerx was founded in 2000 by Anjan Malik and PD Mundhra with the goal of transitioning, managing and transforming complex business processes. Following successful careers in investment banking, Anjan and PD. graduates of University of Pennsylvania’s Wharton School of Business, jointly identified significant opportunities for providing innovative services and solutions to large global companies undergoing rapid business transformation challenged by legacy systems, new technology, data inaccuracies, and ever-changing processes and workflows. Created from humble beginnings in a small office in Mumbai, today eClerx employs 19,000+ people across Australia, Canada, France, Germany, India, Italy, Netherlands, Philippines, Singapore, Thailand, UK, and the USA.

To know more about us, visit https://eclerx.com

Disclaimer - eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.