Hi Candidate, eClerx is Hiring for Senior Process Manager role. Location : Airoli, Navi Mumbai Requirement : 10+ years of experience in International BPO - Customer Service Handled Voice process experience is required Excellent Communication Skill Flexible with 24*7 (US Shift) Prefered -He/she must also possess an understanding of the repair process in Telecom and Cable industry, with an ability to analyse information and evaluate results to choose best solutions and solve problems. Roles and Responsibilities Maintains and improves operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades Accomplish human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures Prepares performance reports by collecting, analysing, and summarizing data and trends Meets financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions. Maintains professional and technical knowledge by tracking emerging trends in BPO operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies. Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. 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 10+ years and should be a graduate or post graduate in any specialization. Interested Candidate kindly share your resume on sushmita.gaikwad01@eclerx.com Thanks & Regards, Sushmita Gaikwad Associate Process Manager HR Recruitment eClerx Service Limited Contact No - 8788486610

Job Profile: Access Management Location: Airoli (Navi Mumbai) Experience: 3 Yrs to 5 Yrs Job Description: Basic knowledge of Active Directory. Work experience on Onboarding and off boarding process by enabling / disabling logical/ physical access. Having client engagement experience for taking follow up on client tools or application access provisioning / de-provisioning. Familiar with Service desk, Remedy & Jira tool. Experience on Folder share drive access provision/revoke. Good knowledge on MS excel, word, power point. Day to day activities needs to be performed. Daily physical and logical access revocation Signoff, ID Creation, ID Disable, Troubleshooting of physical access problems. MIS reporting, Daily email Management, Work on daily tickets, etc. Good communication & interpersonal skills. Should work independently and ensure smooth operations. Interacts with concern teams to resolve daily adhoc requests. Should open to work in rotational shifts.

Attention Graduate Freshers ! eClerx is Hiring for Campus Graduate Freshers for Investment Banking - Financial Analyst Role eClerx a global leader in investment banking operations and analytics bringing you an unmissable opportunity to launch your career! Event Details: Date: 8th May 2025 Time: 10AM to 2PM Walk-in Location: eClerx Pune Office, Embassy Quadron 1, Hinjawadi Phase 2 Rd, Rajiv Gandhi Infotech Park, Pune, Maharashtra 411057 About the Role: Financial Analyst Investment banking We are seeking skilled individuals with a comprehensive understanding of derivatives, KYC, AML and stock markets to join our team as Analysts Who Are We Looking For? Graduates from B.Com , MBA,BBA , BA,Bsc,MSc,Mcom,MMS,BE passed out in 2024/2023/2022 and passing out in 2025 who are done with their exams. Fresher or 0-1 year experienced candidates passionate about starting their career in Investment Banking & trade operations Individuals with Excellent communication & strong analytical skills Basic knowledge of MS office required. How to Prepare: Bring 3 copies of your updated resume . Dress smartly in business attire . Be ready to demonstrate your analytical thinking and problem-solving abilities. Got Questions? Reach out to us at [ Yash.Gedam@eclerx.com(8888515099)/Andrea.Brito@eclerx.com ]. This is more than just a job opportunity its your ticket to a promising career. Spread the Word: Share with your friends and peers to ensure no one misses this life-changing chance.

Roles and Responsibilities Working with Operational leads to understand, challenge and implement any changes to procedures. Deliver and support continuous improvement mindset, establishing KPI, and SLAs to deliver effective and efficient KYC process. Performance management and ongoing training and development of the team Act as a management point of contact in relation to all Client On-Boarding Refresh Quality Control aspects. Build and maintain strong relationships with key stakeholders across Technology and Operations in order to champion or challenge policy and procedural changes as needed. Embed a strong control framework and embed a culture of proactive risk management Provide focused training and coaching support and inculcate best practice sharing to drive "Right First Time" performance, improve standards and increase awareness throughout the wider teams Ownership and management of Quality MI metrics to be assessed with the team and presented to senior management, key stakeholders. Inspire and drive high performance in individuals and the team, enabling each member to understand their role in team and organization success. Champion colleague engagement within your teams and across the wider business - ensuring the Clients Purpose, Values and Behaviors across KYC functions Minimum Qualifications- 15-20 years of experience in KYC/AML, with experience in handling a team of minimum of 100 team members An exceptional leader with the ability to successfully build and manage teams and function. Demonstrates gravitas with the ability to manage and influence at a senior executive level across both internal and external stakeholders and clients. Extensive experience within KYC, and a demonstrable strong knowledge of the AML/KYC environment preferably in the Corporate Banking and/or Investment Banking domain. Strong planning and operational management background, experience in managing large and diverse operational teams. Detailed understanding of Investment and Corporate Banking industry, specifically focused on AML/KYC processes. Ability to contribute effectively when working with senior colleagues, across the breadth of business/strategic issues.

Senior SQL Server DBA 9 to 12 Years of experience as an MS SQL Server DBA Lead or Similar role Work closely with Application Developers to design, test, implement, perfect, and maintain efficient transactional and analytical data models Lead/engage in tuning, upgrade, and configuration projects to enhance performance and ensure stability Optimize and keep backup jobs and schedules as well as maintain Production, DR, and Development environments Troubleshoot database and data issues as they occur Supply Ad Hoc data reporting and data pulls for Analytics teams Perform various ad-hoc data loading and data manipulation tasks Manage routine data exports for clients, partners, and SMEs Create and manage scheduled tasks and data processing scripts Document data collection, processing, and presentation procedures Help support architecture and process flow diagrams for data systems Participates in the evaluation, design, implementation, maintenance, support, and enhancement of sophisticated database systems and technologies. Manage all levels of database security and integrity, transaction activity, and utilization. Responsible for defining and documenting policies, procedures, and standards related to database administration. Responsibilities include troubleshooting database issues, recovery, tuning of the database, software installation, and resolving SQL Server errors and failures. Facilitate database backup and recovery as well as documenting and testing all backup and recovery procedures. Responsible for service level availability for all production and non-production SQL Server environments Required Technical and Professional Expertise Advanced skills and experience in database design, development, security, backup, recovery, performance tuning, and troubleshooting Leads and mentors junior DBAs, coordinates with other IT teams and communicates with stakeholders and clients. Maintain database integrity for cloud & locally hosted databases Setup Test, Dev, Staging, and Production Environments. (Installing SQL Server) Solve complex problems and develop a proof of concepts to validate ideas and technologies Perform in-depth system analysis, and recognize problems, opportunities, or underlying patterns and relationships. Create Linked Servers to SQL Servers and other databases such as Oracle, Access, Informix, etc. (Security and General Administration) Design database Backup and Restoration Strategy. (Database Backups and SQL Server Agent) Work as part of a team and provide 24x7 support Set up high availability as part of Disaster Recovery Strategy for the Databases. (Failover Clustering, Database Mirroring, Log Shipping and Replication, Always on) Monitoring and Performance Tuning; Physical Server Level, Database level (Database settings and options), and query tuning. (Creating and maintaining those Indexes, not performing database shrinking, memory settings, monitoring CPU usage and Disk I/O activity, etc) Documenting major changes to the SQL Servers. (General)

About The Role The candidate must possess in-depth functional knowledge of the process area and apply it to operational scenarios to provide effective solutions. He/she 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 objects. Additionally, he/she 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 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. Process Manager Role and responsibilities: Collaborate with clients to understand their business objectives and provide analytic solutions that positively address their needs. Conduct discovery sessions, workshops and whiteboard sessions to identify, understand and define customer needs, objectives, roadmaps and/or business requirements to design solutions that can best address existing or prospective clients. Conducting stakeholder interviews and workshops to gather and prioritize business requirements. Analysing and documenting current business processes and systems. Identifying opportunities for process improvement, cost reduction, and efficiency gains. Translating business requirements into functional specifications for technical teams. Identify the right algorithms, tech stack, sample outputs required to efficiently adder the end need. Collaborating with stakeholders to validate requirements and ensure alignment with business goals. Supporting the implementation and testing of solutions to ensure they meet business needs. Technical and Functional skills: 5 years of experience as a customer facing business analyst with minimum graduation in any field. Analytical ExpertiseProficient in analysing business processes, systems, and requirements to identify areas for improvement and optimization. Communication Skills: Ability to effectively communicate with stakeholders from various backgrounds to gather requirements, facilitate meetings, and present findings. Problem-Solving Skills: Capable of identifying problems, proposing solutions, and implementing strategies to address business challenges. DocumentationSkilled in documenting business requirements, user stories, process flows, and other artefact to ensure clear communication and understanding among stakeholders. Data AnalysisComfortable with data analysis techniques and tools to derive insights and make data-driven recommendations. Domain KnowledgePossesses a deep understanding of the Hi-tech industry or Supply chain / logistics domain, enabling them to provide valuable insights and recommendations. Project ManagementFamiliarity with project management methodologies and practices to effectively manage project timelines, resources, and deliverables. Must have experience in Advance Analytics, Data Science, regression, forecasting, analytics, SQL, R, Python, decision tree, random forest, SAS, clustering classification. Hands-on expertise on the applied statistical techniques including multi-variate regression, logistic regression, market-mix models, clustering, classification, survival, churn models, speech analytics, image analytics, etc. Knowledge of data visualization tools like Power BI, Tableau, QlikSense etc. Demonstrate strong analytical and storytelling skills and the ability to find relevant stories from piles of reports. Very high attention to detail and quality.

About The Role Job Title -Finance- KYC- Senior Process Manager Job location Pune / Mumbai Shift TimingsAPAC (6 A.M to 3 P.M) /EMEA (1 P.M to 10 P.M.) / NIGHT (6:30 A.M to 3:30 P.M)|Reports to|Travel Requirements: Specialism - KYC, AML, Due Diligence As part of our KYC leadership team, you will be directly working with clients to understand long term strategic and mid-term business goals.This role will include the understanding and implementation of KYC lifecycle. You will be able to lead, understand and manage end to end KYC process with basics, KYC review, periodic refresh and remediation. The candidate must possess knowledge relevant to the functional area, and act as a subject matter expert in providing advice in the area of expertise, and also focus on continuous improvement for maximum efficiency. It is vital to focus on high standard of delivery excellence, provide top-notch service quality and develop successful long-term business partnerships with internal/external customers by identifying and fulfilling customer needs. He/she should be able to break down complex problems into logical and manageable parts in a systematic way, and generate and compare multiple options and set priorities to resolve problems. The ideal candidate must be proactive, and go beyond expectations to achieve job results and create new opportunities. He/she must positively influence the team, motivate high performance, promote a friendly climate, give constructive feedback, provide opportunities for development, and manage career aspirations of direct reports. Communication skills are key here, to explain organizational objectives, assignments, and the big picture to the team, and to articulate team vision and clear objectives. The ideal candidate should possess strong business understanding of finance industry with special focus on KYC lifecycle, AML, Due Diligence, periodic refresh, KYC review, and remediation. Theyshould have complete knowledge on ultimate beneficiary ownership, source of fund/income, PEP reviews, negative alert review, and sanctioned countries. They should be good with numbers and ability to derive information from data with excellent multi-tasking and creative problem solving. They e should have strong capabilities in PowerPoint, MS Word and MS Excel and should be able to build domain expertise and lead from the front with the ability to work under pressure, handle multiple priorities and work as part of the team. KYC- Senior Process Manager-Responsibilities Take leadership role independently managing back office operations Client Management- establish self as a valued partner and work closely to achieve goals defined Independently handle all client escalations and lead mitigation steps to prevent future escalations Manage team of 50 plus people- training, onboarding, resource allocation, delivery management, performance appraisals, mentoring etc. Help knowledge management endeavour by sharing process knowledge and best practices within the teams Lead various quality initiatives across processes managed Responsible for Business continuity, transformation and various audits Minimum Qualifications- Graduation (Bcom, BBA, BBM, BCA) / Post Graduation (Mcom, MBA, PGDM) 9 to 13 years of experience in handling team of minimum 50 members and has good experience and knowledge ofKYC, AML, Due Diligence. Should be able to understand, manage and calculate risks. Should be good with logical and quantitative abilities. Preferred Qualifications- Ability to manage and complete specific tasks with minimal direction Should be able to act fast and decisively when dealing with critical situations- ability to read situations and act in minutes Willingness to continuously learn, upgrade skills and stay relevant to business demands Excellent interpersonal skills- ability to network and earn confidence of diverse Client personnel plus interaction with and management of eClerx India based operations team.

About The Role As a Customer Care Executive for the Inbound US Voice Process with a focus on Sales and Upselling, you will be responsible for delivering outstanding customer service to customers in the United States and also selling products and services to increase revenue. You will be the first point of contact for customers who call in with inquiries, and your primary goal will be to ensure that their needs are addressed, their questions are answered, and their interest in purchasing products and services is captured. Key Responsibilities: Answering incoming calls from customers in a professional and courteous manner. Listening actively to customers and asking probing questions to fully understand their needs and concerns. Providing accurate and timely information to customers about products and services, pricing, and promotions, while actively seeking opportunities to upsell. Handling customer objections and concerns with empathy and professionalism, and working to address them to close the sale. Documenting all customer interactions and details of inquiries, issues, and sales in the company's CRM system. Meeting or exceeding individual and team sales targets. Upselling on every opportunity call. Maintaining a high level of knowledge about the company's products and services, as well as industry trends and best practices. Requirements: Excellent verbal and written communication skills in English. Previous experience in a customer service and sales role, preferably in a call center environment. Ability to multitask, prioritize, and manage time effectively. Strong problem-solving skills and the ability to think on your feet. Comfortable working in a fast-paced environment. Flexibility to work in rotational shifts, including evenings, weekends, and holidays. Familiarity with basic computer skills and knowledge of CRM systems. Education: Bachelor's degree in any field is preferred. If you are a people-person with a passion for delivering outstanding customer service and have the necessary skills and experience to drive sales and upselling, we encourage you to apply for this exciting opportunity. eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

About The Role PM ROLE DETAILS Functional Role PM - TTS-Calling/Troubleshooting Key Skills Basic Excel Skills Critical Competencies Analytical Thinking, Communication, Customer Orientation, Initiative, People Management/Domain Exper, Quality Orientation, Teamwork About The Role Ensure Critical Performance Metrics are met consistently Prepare and circulate Client / Vendor Decks 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 the 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, projects Focus on Retention of staff through Career mapping & guiding the team members Advocate and follow the organizational policies and procedures Candidate shall adhere to the information security requirements. QUALIFICATION Post Graduate NA Graduate B.A, B.B.A, B.B.M, B.C.A, B.C.S, B.Com, B.E, B.Ed, B.H.M, B.I.T, B.M.M, B.M.S, B.Pharm, B.Sc, B.Sc (IT), B.Tech, C.A, C.F.A, C.S, F.R.M, I.C.W.A, L.L.B, M.B.B.S Under Graduate CBSE, DIPLOMA, HSC, ICSE, OTHERS, SSC Others Details EXPERIENCE Minimum 5 Years Maximum 7 Years Minimum Relevant 5 Years Age Limit 30 Years Others Details NA

About The Role We are looking at an Analyst who will be responsible for setting up touchpoints [banners] in customer accounts when they sign in/out of their accounts basis inputs and instructions from the client marketing team. Will give you an insight into how digital marketing is performed across other channel operations within the client organization. The ideal candidate must possess strong communication skills, with an ability to listen and comprehend information and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. He/she must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high-quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus. Onsite Ops Analyst Roles and Responsibilities: Set up onsite touchpoint banners using client provided tool Perform relevant banner to segment mapping basis guidance from data segmentation team Client coordination and end-to-end management of assigned campaigns Performing QA and consulting client for assigned campaigns Provide requisite touchpoint reporting basis requests from marketers/stakeholders concerning banner performance (impressions) Technical and Functional Skills: Bachelor's degree in any field Proficient in all Microsoft Office applications

About The Role The ideal candidate must possess strong communication skills, with an ability to listen to and comprehend information and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. He/she must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high-quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus. Analyst Roles &responsibilities Working on back office and middle office processes for financial institutions Handling different stages of client/product life cycle across stages - KYC, reference data management, legal docs, loans, portfolio reconciliation, document capture, system reconciliation, pre and post settlements, brokerage functions, drafting, trade support, corporate actions, tax operations etc. Expected to work on Data capture, cataloguing, data processing, system inputs and updates, reconciliations, settlements and fund transfers Preparation of reports using MS Excel Role could entail external interaction with agents/counterparties/clients to solve queries and discrepancies related to the process. This could be telephonic or through emails Risk identification and escalation, timely escalation of outstanding issues to clients Working on various trade support activities across the Trade Lifecycle like Trade Confirmation matching, Trade Pre-Settlements support, Front office to back-office reconciliation of trade position, Report generations, Settlements of Cash Flows coming from various trading events like Interest or Premium, Operations of Syndicated Loans, Corporate action set-up and operations Working on other capital market operational tasks other than Trade Life-cycle support like Reference Data support, Regulatory reporting (Swaps Data Repository, SDR, Know Your Customer (KYC), various front-office and back-office reconciliations Job would require the candidate to learn and master various financial products including Equity Securities and Derivatives, Interest Rates Swaps, FX Spot, Options, Futures, Credit Derivatives Swaps, Commodities Derivatives and Fixed Income products (e.g. Corporate and Treasury Bonds) Technical and Functional Skills: Bachelors Degree (B.com, BBA, BBM, BCA) / Masters Degree (M.com, MBA, PGDM) 0 to 2 years of experience ininvestment banking operations involving projects people, process and client management. Should have basic knowledge of finance, trade life cycle, investment banking, and derivatives. High levels of energy enthusiasm, commitment and productivity, Proactive, effective influencer, result oriented. Should be good with logical and quantitative abilitiesto derive information from data. Time management and ability to resolve issues quickly. Above average in planning, organizing and time management.

About The Role The ideal candidate must possess knowledge relevant to the functional area, and act as a subject matter expert in providing advice in the area of expertise, and also focus on continuous improvement for maximum efficiency. It is vital to focus on the high standard of delivery excellence, provide top-notch service quality and develop successful long-term business partnerships with internal/external customers by identifying and fulfilling customer needs. The candidate should be able to break down complex problems into logical and manageable parts in a systematic way, and generate and compare multiple options, and set priorities to resolve problems. The ideal candidate must be proactive, and go beyond expectations to achieve job results and create new opportunities. The role must positively influence the team, motivate high performance, promote a friendly climate, give constructive feedback, provide development opportunities, and manage career aspirations of direct reports. Communication skills are key here, to explain organizational objectives, assignments, and the big picture to the team, and to articulate team vision and clear objectives. eClerx is looking for a Lead Operations PM to manage our lead funnel, campaign attribution process and system integration across the lead to revenue process. In this role, you will drive optimization of lead data structures, surface insights on campaign performance and build & manage workflows across various Marketing platforms (SFDC, Pardot, Customer.io, etc). You will have the opportunity to coordinate across business, IT, Sales and Marketing teams globally to drive lead revenue and results. Senior Process Manager Roles and responsibilities: Design and manage lead workflows across marketing automation platforms to identify and track a leads funnel and buyer journey Manage multi-touch funnel programs and implement roadmaps to optimize by working with Business, Sales and IT teams Work with Marketing Analytics to optimize pipeline attribution process across the touch points and tech stack Own the lead journey from data ingestion to sales routing ensuring campaign attributions, touches and lead stages are tracked Troubleshoot and QA campaigns, workflows, data issues, and other key marketing ops functions to ensure accurate lead tracking Actively drive, organize, and participate in key enhancements to optimize lead and opportunity processes Implement scalable marketing automation processes and assist with the integration and onboarding of new tools Coordinate strong partnerships with stakeholders to drive campaign execution from requirements through build, testing, delivery and measurement Ensure data structure, integrity, and collection processes are aligned with reporting and business needs, including tracking and attribution of multi-touch user journeys Technical and Functional Skills: Bachelor's degree in marketing, technical discipline, business, management information science, data science, or applicable experience 3+ years of hands-on experience in a marketing automation/operations role 3+ years Marketing Automation and CRM experience Excellent written and verbal communication skills, analytical and problem-solving skills Very good interpersonal skills and a team player. Ability to work autonomously with a desire to work in a dynamic and fast-paced environment Data-driven, analytical marketer

About The Role social media analytics

About The Role The ideal candidate must possess knowledge relevant to the functional area, and act as a subject matter expert in providing advice in the area of expertise, and also focus on continuous improvement for maximum efficiency. It is vital to focus on the high standard of delivery excellence, provide top-notch service quality and develop successful long-term business partnerships with internal/external customers by identifying and fulfilling customer needs. The candidate should be able to break down complex problems into logical and manageable parts in a systematic way, and generate and compare multiple options, and set priorities to resolve problems. The ideal candidate must be proactive, and go beyond expectations to achieve job results and create new opportunities. The role must positively influence the team, motivate high performance, promote a friendly climate, give constructive feedback, provide development opportunities, and manage career aspirations of direct reports. Communication skills are key here, to explain organizational objectives, assignments, and the big picture to the team, and to articulate team vision and clear objectives. Senior Process Manager Roles and responsibilities: Lead the development and implementation of analytics strategies to support business objectives, leveraging Adobe Analytics, Understanding of TMS architecture & functioning. Expertise in tools across Adobe Analytics, Launch and Google Marketing Stack. Manage end-to-end analytics projects, from data collection and processing to analysis and reporting. Provide strategic guidance and direction to the analytics team, ensuring alignment with business goals and priorities. Oversee the design and execution of analytical models and algorithms to extract actionable insights from large datasets. Collaborate with cross-functional teams, to drive data-driven decision-making and optimize business performance. Stay current on industry trends and best practices in analytics, continuously seeking opportunities to enhance our capabilities and drive innovation. Mentor and coach team members, fostering a culture of collaboration, learning, and growth. Technical and Functional Skills: Bachelor or masters degree, MSc or MCA in computers or IT with 5+ years expertise in tools across Adobe Analytics, Launch and Google Marketing Stack. Excellent communication and interpersonal skills, with the ability to effectively communicate complex technical concepts to non-technical stakeholders Strong problem-solving and analytical skills, with the ability to think strategically and drive actionable insights from data. Strong proficiency in Tableau or similar data visualization tools, with the ability to create interactive dashboards and reports Intermediate to advanced JavaScript skills Basic to intermediate understanding of Adobe Target Knowledge of Adobe WebSDK, CDP and CJA is desired Ability to effectively manage multiple work assignments while being able to shift priorities Domain knowledge of various industries such as Banking, Retail, ecommerce etc. Excellent verbal and written communication skills Strong analytical, quantitative and problem solving skills

About The Role Customer Operations-Chat and Voice Process- Senior Process Manager India |Full-time (FT)|Customer Operations |Job ID_ Shift Timings- Flexible 24x7 |Management Level- Senior Manager Specialisation- International BPO, Chat/Inbound voice eClerx is looking to hire an experienced professional with 8-12 years of experience. As part of the Chat or Voice support process team, your role will specifically focus on troubleshooting related processes. The ideal candidate will serve customers by planning and implementing strategies and operations; improving systems and processes; managing the team. The candidate must possess knowledge relevant to the functional area, and act as a subject matter expert in providing advice in the area of expertise, and also focus on continuous improvement for maximum efficiency. It is vital to focus on high standard of delivery excellence, provide top-notch service quality and develop successful long-term business partnerships with internal/external customers by identifying and fulfilling customer needs. He/she should be able to break down complex problems into logical and manageable parts in a systematic way, and generate and compare multiple options and set priorities to resolve problems. The ideal candidate must be proactive, and go beyond expectations to achieve job results and create new opportunities. He/she must positively influence the team, motivate high performance, promote a friendly climate, give constructive feedback, provide opportunities for development, and manage career aspirations of direct reports. Communication skills are key here, to explain organizational objectives, assignments, and the big picture to the team, and to articulate team vision and clear objectives. He/she must also possess an understanding of the repair process in Telecom and Cable industry, with an ability to analyse information and evaluate results to choose best solutions and solve problems. Customer Operations Senior 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 9+ years and should be a graduate or post graduate in any specialisation Preferred Qualifications - Graduation in Computer Science, Computer Applications or related subjects eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the worlds leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software, and high-tech. Incorporated in 2000, eClerx is one of Indias leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 9,500-plus people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand. eClerx Customer Operations specializes in providing operational expertise and process excellence throughout the customer journey. We create solutions and services, utilizing a blend of technology and domain knowledge that support our clients evolving needs. Our suite of offerings enhances the customer experience by providing digital care support, quality monitoring & insights, advanced analytics, automation, superior technical operations support, and consulting services. We assist companies in developing, implementing, and operating multichannel customer interaction capabilities- transforming everyday touchpoints into a superior customer experience.

About The Role Job Title Quality Analyst Job Summary We are seeking a skilled and detail-oriented BPO Quality Analyst for ourVoiceProcess to ensure the highest standards of customer service and operational excellence. As a Quality Analyst, you will be responsible for monitoring and assessing the quality ofvoice interactions between our customer service representatives and customers. Your primary focus will be to analyzevoice transcripts, provide feedback, and identify areas for improvement to enhance customer satisfaction and achieve key performance indicators. Responsibilities: Monitor and evaluatevoice interactions between customer service representatives and customers to ensure adherence to quality standards and company guidelines. Analyzevoice transcripts for accuracy, completeness, and compliance with established protocols and procedures. Identify and assess customer service representatives' performance gaps and areas for improvement based on quality metrics and performance standards. Provide constructive and timely feedback to customer service representatives on theirvoice interactions, highlighting areas of strength and areas needing improvement. Collaborate with the training team to develop and deliver training programs to address knowledge and skill gaps identified during quality evaluations. Maintain accurate records of quality evaluations, performance metrics, and feedback provided to customer service representatives. Generate comprehensive reports on quality performance, trends, and improvement opportunities for management review. Participate in calibration sessions with other quality analysts to ensure consistent evaluation and scoring ofvoice interactions. Stay updated with industry best practices and trends in customer service andvoice processes to continuously improve the quality evaluation process. Collaborate with team leads and operations managers to implement quality improvement initiatives and achieve performance targets. Requirements: Bachelor's degree in any discipline or equivalent work experience in a customer service or BPO environment. Proven experience as a Quality Analyst in a BPO setting, preferably with experience invoice process evaluation. Excellent verbal and written communication skills with a keen eye for detail. Strong analytical and problem-solving abilities to assessvoice interactions and identify areas for improvement. Familiarity with quality monitoring tools andvoice platforms. Ability to work independently and as part of a team, managing multiple priorities and deadlines effectively. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and experience generating reports. Knowledge of customer service principles and practices. Strong coaching and mentoring skills to provide feedback and guidance to customer service representatives. Flexibility to adapt to changing business needs and work in shifts, if required. The Quality Analyst plays a crucial role in maintaining the highest standards of customer service and ensuring operational excellence in thevoice process. If you have a passion for quality, excellent analytical skills, and a desire to drive continuous improvement, we encourage you to apply for this position.

About The Role We are seeking motivated individuals to join our Outbound Voice Team as Technical Support Agents. In this role, you will be responsible for making outbound calls to customers who have reported technical issues with our products or services. Your primary objective will be to troubleshoot the reported problems and provide effective solutions to resolve them. Key Responsibilities: Make outbound calls to customers to address reported technical issues. Listen actively to customers' concerns and accurately diagnose the root cause of the problem. Provide clear and concise instructions to customers on troubleshooting steps. Guide customers through troubleshooting processes, ensuring they understand each step. Utilize various tools and resources to identify and resolve technical issues efficiently. Document all interactions and resolutions accurately in the customer database. Escalate unresolved issues to appropriate internal/external teams for further investigation. Follow up to ensure that their technical issues have been fully resolved and they are satisfied with the outcome. Adhere to company policies and procedures at all times. Requirements: Excellent communication skills, both verbal and written. Strong problem-solving abilities and attention to detail. Ability to remain calm and patient when dealing with frustrated customers. Technical aptitude and ability to quickly learn and understand new technologies. Previous experience in a technical support or customer service role is preferred. Familiarity with CRM software and call center technology is a plus. High school diploma or equivalent; additional technical certifications are a bonus. EducationBachelor's degree in any field is preferred.

About The Role KYC- Process Manager India-Mumbai-Maharashtra|Full-time (FT)|Financial Markets|Job ID_ Shift TimingsAPAC (6 A.M to 3 P.M) /EMEA (1 P.M to 10 P.M.) / NIGHT (6:30 A.M to 3:30 P.M Reports to|Travel Requirements Specialism - KYC, AML, Due Diligence As part of our KYC leadership team, you will be directly working with clients to understand long term strategic and mid-term business goals. This role will include the understanding and implementation of KYC lifecycle. You will be able to lead, understand and manage end to end KYC process with basics, KYC review, periodic refresh and remediation. The candidate must possess in-depth functional knowledge of the process area and apply it to operational scenarios to provide effective solutions. He/she 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 objects. Additionally, he/she 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 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 ideal candidate should possess strong business understanding of finance industry with special focus on KYC lifecycle, AML, Due Diligence, periodic refresh, KYC review, and remediation. He/Sheshould have complete knowledge on ultimate beneficiary ownership, source of fund/income, PEP reviews, negative alert review, and sanctioned countries. He/She should be good with numbers and ability to derive information from data with excellent multi-tasking and creative problem solving. He/She should have strong capabilities in PowerPoint, MS Word and MS Excel and should be able to build domain expertise and lead from the front with the ability to work under pressure, handle multiple priorities and work as part of the team. KYC- Process Manager-Responsibilities Independently handle clients and client calls"“ establish self as a valued partner. Escalate issues to client and internal managers to bring issues to their attention in a short span of time to avoid client escalation Build domain expertise and lead from the front. Help knowledge management endeavour by sharing process knowledge and best practices within the teams Minimum Qualifications- Graduation (Bcom, BBA, BBM, BCA) / Post Graduation (Mcom, MBA, PGDM) 6 to 9 years of experience in handling team of minimum 25 members and has good experience and knowledge of KYC, AML, Due Diligence. Should be able to understand, manage and calculate risks. Should be good with logical and quantitative abilities. Preferred Qualifications- Ability to manage and complete specific tasks with minimal direction Should be able to act fast and decisively when dealing with critical situations- ability to read situations and act in minutes Willingness to continuously learn, upgrade skills and stay relevant to business demands Excellent interpersonal skills- ability to network and earn confidence of diverse Client personnel plus interaction with and management of eClerx India based operations team. About Us eClerx Financial Markets offers consulting, technological innovation, and process management expertise to uniquely solve operational challenges for financial organizations worldwide. With nearly two decades of industry experience, complemented by smart automation and robotics, our team of experts delivers holistic solutions across the trade lifecycle, change management, data analytics, compliance, cash securities operations, document digitization and generation, and outreach. To know more about us, visit https://eclerx.com eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law At eClerx, we value diversity and are committed to creating an inclusive environment for all employees. We encourage applications from all qualified individuals, regardless of race, ethnicity, gender, gender identity or expression, sexual orientation, age, disability, religion, or any other characteristic protected by law. We believe that diverse perspectives strengthen our team and enhance our ability to serve our clients effectively.

About The Role The ideal candidate must possess strong communication skills, with an ability to listen and comprehend information and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. He/she must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high-quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus. Senior Analyst Roles & responsibilities: Responsible for managing multiple Middle Office and Regulatory support processes Independently managing middle / back-office operations for Investment Banks Preferable relevant work experience in a similar domain (Swap Data Repository Reconciliation) and team management skills Build domain expertise across processes supported, assist in speedy remediation of issues, implement process improvements and build/enhance controls to prevent future escalations Participate in Middle Office/group level initiatives Responsible for ensuring Change Management and Process documentation is maintained in an updated fashion at all times Review and analyze trade data between risk and finance systems Investigate the genuine breaks for root cause and facilitate resolution and decision support, wherever necessary Provide support on the change and new business requests received from various RFDAR/non-RFDAR teams by assessing the business requirements, performing testing, providing SME support Apply data normalization methods such as filtering, standardization, enrichment, aggregation Create reports/metrics/analysis to cover the Daily / Weekly / Monthly requests Mailbox Management / Queue Management Build domain expertise Functional & Technical Skills: Bachelor's Degree in B. Com /BBM or Masters Degree in M. Com/MBA/PGDM 2 to 4 years of experience in Confirmations, Portfolio management, Settlements or equity Should have basic knowledge of finance, trade life cycle, investment banking, and derivatives High levels of energy enthusiasm, commitment and productivity, Proactive, effective influencer, result-oriented Should be good with logical and quantitative abilities to derive information from data Time management and ability to resolve issues speedily Above average in planning, organizing and time management

About The Role What will you do? The ideal candidate will have strong communication skills, as well as the ability to analyze data from various sources and synthesize findings into actionable recommendations for key stakeholders, highlighting areas for improvement and any concerns. He/she must be able to work collaboratively with cross-functional teams to execute tasks within defined timeframes while maintaining superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus. What are your Key Responsibilities? Be a part of the operations team working on Monitoring and Reporting on various platforms with base technical / network knowledge Work on different tools which will help to identify Customer experience monitoring Handle troubleshooting on server issue & front end issues Conduct extensive quality check while executing client request Interact with client stakeholders to understand the customer impact and severity of issue Create report on daily and weekly basis on alerts observed on different Dashboard Help to create documentation on new projects an get trained on different activities Handle daily hands-on on execution (Platform monitored, Alert Handled, Issues Drilled & reports created) using various platform and excel / PPT Interact with client stakeholders for validation What Skills you should have? Strong proficiency in MS Office, especially MS Excel and PPT Development skills will be an added advantage. Technical and Network knowledge will be helpful for troubleshooting on server. If this sounds like you then you are our kind of person You have completed a Bachelors Degree.