3499 Process Management Jobs - Page 47

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: Kubernetes.: Experience: 3-5 Years.

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: EMM Intune.: Experience: 3-5 Years.

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: OpenShift.: Experience: 3-5 Years.

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: Unix - Implementation and Maintenance.: Experience: 3-5 Years.

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: Oracle Database Admin.: Experience: 3-5 Years.

Department: Finance & Accounting, Seek Global Product Owner for Intercompany Accounts-IC role Reports to: Head Finance & Accounting Role Overview We are looking for a smart, independent contributor with strong analytical acumen and deep expertise in business process automation, finance transformation, and IFRS standards to join the Finance & Accounting leadership team. This role will closely collaborate with the Head F&A to drive process efficiency, compliance, and digital innovation across finance functions. Key Responsibilities Act as a key partner to the Head F&A to identify, design, and implement finance process improvements across Accounts Payable, Receivable, Reporting, and General Ledger. Lead and coordinate BPM initiatives aimed at optimizing and automating financial workflows. Analyze current finance operations and identify pain points, redundancies, and compliance gaps. Ensure alignment with IFRS standards across relevant financial processes and reporting. Collaborate cross-functionally to implement automation solutions (RPA, AI/ML) and finance tools (e.g., SAP, Oracle, Power BI, Alteryx). Deliver dashboards and insights on finance process performance and KPIs using analytical tools. Drive documentation, SOP development, and standardization of best practices across global processes. Partner with auditors, internal control, and compliance teams to ensure process health and risk mitigation. Key Requirements Education: CA / MBA (Finance) with IFRS certification (Diploma in IFRS/ACCA/CIMA preferred). Experience: 10-12 years in Finance Transformation, BPM, or Process Excellence roles within GCCs, MNCs, or large consulting environments. Strong understanding of core finance processes (RTR, PTP, OTC) and their digital transformation. Hands-on experience with BPM tools, process mining, or automation platforms. Highly analytical with proficiency in Excel, PowerPoint, and reporting tools like Power BI/Tableau. Excellent written and verbal communication skills. Proven ability to work independently with senior stakeholders and cross-functional teams. Key Competencies Strategic & Critical Thinking Project Management Process Design & Lean Thinking Financial Acumen (with IFRS knowledge) Collaborative Stakeholder Engagement Change Management Joining: Immediate to 30 days preferred

FCC Advisory & Delivery Support Group Designation Process Manager Location: Pune/ Mumbai/Chandigarh Travel (Domestic or International) 1015% (client meetings, workshops, or internal coordination) : As a Financial Crime Compliance (FCC) Specialist you will play a dual-role in our Delivery ecosystem. You will spend approximately 70% of their time on production deliverables such as KYC onboarding, periodic reviews, EDD, screening and risk assessments. The remaining 30% will be dedicated to QA oversight, advisory support, process enhancement, and innovation initiatives that elevate the FCC function. This role is suited for professionals who thrive in detail-oriented work while also contributing to the broader compliance strategy, quality culture, and continuous improvement. You are a subject matter expert in KYC or AML investigation or Fraud domain. Your areas of focus will be to ensure compliance with regulatory requirement and conduct regular reviews and audits of KYC records to identify areas of improvement. This is an individual contributor role that balances complex production delivery , checker-level quality control , proactive problem solver and advisory support. We are seeking individuals with a high level of client orientation and customer focus, demonstrates flexibility with positive attitude, experience in consulting, advisory, Quality review, delivery support with strong financial crime compliance expertise and ability to proactively solve problem. Key Responsibility: Up to 70% of production Delivery that include Support & Enhance KYC delivery (Production / Quality Reviews / Surge Support / Any Other Delivery Support for Existing & New Programs Up to 30% involvement in advisory and consulting area that include Perform RCAs / Error Analysis / Client Interaction / Stakeholders' Alignment / Training support / Identifying Policy or Procedural Gap, Sharing best practice, Innovation Initiative Detailed Responsibility: A specialist member of the team responsible for providing high-value technical KYC support to the KYC team and ensuring due diligence has been completed in accordance with the guidelines and regulation Document findings in accordance with policy, ensuring completeness, consistency, and auditability. Provide KYC/Client Due Diligence (CDD) Subject Matter Expertise and guidance to the team, in view of establishing the highest levels of quality Seek to perform an independent quality check of client profile updates during the Lifecycle Management process, including Client Corporate Structure, Source-of-Wealth/Funds, Sanctions, PEP, and Client Risk Score, to ensure adherence to regulatory requirements and Bank policies Willingness to contribute across multiple functional areasproduction, advisory, process improvement, and innovationas business needs evolve Demonstrates flexibility and a positive attitude toward taking on varied assignments, including case work, quality reviews, investigations, and internal projects. Thrives in a dynamic, high-accountability setup where priorities may shift and diverse workstreams are part of daily responsibilities Conduct independent quality assurance reviews of operational processes and case files, identifying control weaknesses, inconsistencies, and areas for improvement. Act as a strategic advisor during solutioning, transitions, or KYC transformation initiatives Conduct in-depth data analysis to identify trends, patterns, and insights related to KYC compliance, AML Investigation or Fraud and develop data-driven solutions to enhance efficiency and effectiveness Ability to guide the team in terms of policies/process queries Adaptable to fast-changing environments and ready to step into different roles, including reviewer, advisor, maker, or innovator depending on team goals Liaising with different stakeholders to manage work pipeline effectively Identify and implement process improvements to optimize efficiency, reduce errors, and enhance team performance. Work closely with stakeholders to address escalated KYC issues and to ensure seamless customer satisfaction Identify inefficiencies and propose innovative solutions (e.g., automation, technology upgrades) Stay updated on industry trends, regulatory changes, and emerging risks, ensuring that the team is equipped with the latest knowledge Provide strategic advice and guidance to senior management and business units on financial crime compliance matters, including anti-money laundering (AML), counter-terrorist financing (CTF), sanctions Design and execute comprehensive quality assurance reviews and testing programs to assess the effectiveness of KYC processes, controls, and documentation Analyze complex KYC issues, identify root causes, and develop practical and sustainable solutions to address client needs Establish and maintain relationships with key stakeholders across departments Assist in preparing training material or delivering workshops to build domain knowledge across teams. Required Qualification: Bachelor's degree in Finance, Business Administration, Law, or related field. Advanced degree or professional certification (e.g., CAMS, CFE or equivalent) preferred. Minimum of 6-8 years of hands-on experience in Financial Crime compliance (KYC, AML investigation or fraud operation), with a focus on consulting, advisory, or internal audit roles within the financial services industry Deep understanding of global and Local AML, CTF, sanctions regimes, including the Bank Secrecy Act (BSA), USA PATRIOT Act, OFAC sanctions, EU AMLD, UK FCA and FATF recommendations Ability to think strategically and lead initiatives that improve processes and reduce risks while ensuring compliance. Strong problem-solving skills and a proactive approach to identifying and resolving challenges Proficient in MS Office Suite with Strong analytical and problem-solving skills, with experience in data analysis, and risk assessment Experience in client-facing or internal consulting roles within the financial crime domain is a strong advantage Ability to multi-task, work independently and establish a cooperative and collaborative working relationship Excellent communication and stakeholder management skills, with the ability to influence and engage senior executives and key stakeholders Demonstrated ability to drive process enhancements, policy alignment, and cross-functional collaboration as an advisornot just an executor Willingness and ability to travel 10-15% of the time, as required by project and client needs US, UK or Canada Visa would preferably be an added advantage Join our team and leverage your expertise to help us deliver top-notch solutions in the ever-evolving landscape of Financial Crime Compliance. 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. For financial organizations across the world, eClerx Markets offers consulting, technological innovation, and process management expertise to uniquely solve operational challenges. With nearly two decades of industry experience complemented by the application of smart automation and robotics, our team of experts deliver holistic solutions across the trade life cycle, change management, data analytics, compliance, cash securities operations, document digitization and generation, and outreach. 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.

Job TitleAPM-IC LocationMumbai / Pune Skill- End to end KYC, Periodic Review, AML, and Due Diligence Shift Timings:APAC , EMEA , NAM Roles & Responsibilities Were looking to add `Associate Process Manager IC, with 3-plus years of experience, to our pool of experts, who will understand and manage end-to-end KYC process with basics, review, periodic update and remediation. This role will include the understanding and implementation of the KYC lifecycle. He/she would be responsible for opening, amending, reviewing and exiting clients according to established policies and procedures, and also review clients transactions to detect and report either proposed or completed unusual transactions. Key responsibilities include: Performing the due diligence on new Clients, requesting the KYC information, documentation, review and verification of received documentation and making an analytical risk assessment for new Clients Thoroughly and succinctly document the research and analysis related to the financial activity and related entities of Clients Escalate issues to client and internal managers to bring issues to their attention promptly Independently handle clients and client calls establish self as a valued partner Help knowledge management endeavor by sharing process knowledge and best practices within the teams Communicate effectively and efficiently with relevant internal and external parties to obtain KYC documents Have a thorough understanding of the clients business and related parties to monitor clients activities for unusual transactions Perform further investigation on identified suspicious client and clients transactions and report to KYC/AML compliance officer Qualification and Skills Bachelors Degree (B.Com, BBA, BBM, BCA) / Masters Degree (M.Com, MBA, PGDM). 3 to 5 years of experience and knowledge of KYC, AML, and Due Diligence Should be able to understand, manage and calculate risks Should be good with logical and quantitative abilities

Job TitleAssociate Process Manager - SkillKYC Mumbai and Pune|Full-time (FT)|Financial Markets Shift Timings APAC/EMEA/ NAM |Management Level SA | Travel Requirements NA Role & Responsibilities 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. Specialism KYC, AML, Due Diligence. Key responsibilities include: Responsible for managing KYC operations for a large Investment Bank Independently handle multiple clients POCs establish self as a valued partner Build domain expertise across processes supported, assist in speedy remediation of issues, implement process improvements and build / enhance controls to prevent future escalations Responsible for ensuring Process documentation is maintained in an updated fashion at all times Qualifications and Skills Graduation (B.Com., BBA, BBM, BCA) / Post Graduation (M.Com., MBA, PGDM) 2 to 4 years of experience in KYC, AML, Due Diligence. You should be able to understand, manage and calculate risks. Should have basic knowledge of finance, trade life cycle, investment banking, and derivatives. Should be good with logical and quantitative abilities. Shift Timings APAC/EMEA/NAM 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.

Job TitleSA LocationMumbai / Pune Skill- End to end KYC, Periodic Review, AML, and Due Diligence Shift Timings:APAC , EMEA , NAM Roles & Responsibilities This role will include the understanding and implementation of the KYC lifecycle. He/she would be responsible for opening, amending, reviewing and exiting clients according to established policies and procedures, and also review clients transactions to detect and report either proposed or completed unusual transactions. Key responsibilities include: Performing the due diligence on new Clients, requesting the KYC information, documentation, review and verification of received documentation and making an analytical risk assessment for new Clients Thoroughly and succinctly document the research and analysis related to the financial activity and related entities of Clients Escalate issues to client and internal managers to bring issues to their attention promptly Independently handle clients and client calls establish self as a valued partner Help knowledge management endeavor by sharing process knowledge and best practices within the teams Communicate effectively and efficiently with relevant internal and external parties to obtain KYC documents Have a thorough understanding of the clients business and related parties to monitor clients activities for unusual transactions Perform further investigation on identified suspicious client and clients transactions and report to KYC/AML compliance officer Qualification and Skills Bachelors Degree (B.Com, BBA, BBM, BCA) / Masters Degree (M.Com, MBA, PGDM). 2 to 4 years of experience and knowledge of KYC, AML, and Due Diligence Should be able to understand, manage and calculate risks Should be good with logical and quantitative abilities 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.

PRIMARY SET Adobe launch/AEP WEB SDK, Adobe Analytics & Project Management (Must Have) Experience Level 7 10 + Yrs. Roles and Responsibilities: Collaborate with stakeholders to gather digital analytics requirements and translate them into actionable tracking strategies. Implement and configure Adobe Analytics using Adobe Launch (Client-Side and Web SDK) and set up data layers. Set up and manage custom eVars, props, events , classifications, and Analysis Workspace dashboards . Perform end-to-end QA and validation of tags to ensure accurate tracking and data integrity. Build interactive and insightful dashboards in Adobe Analytics Workspace to visualize performance and user behavior. Translate data into clear, actionable insights and business recommendations that inform digital marketing, product strategy, and UX decisions. Define KPIs and measurement strategies aligned with business goals and customer journeys. Present data-driven stories to business and leadership teams, using visuals and narratives to influence strategic decisions. Troubleshoot and resolve issues with implementation, reporting, and data discrepancies. Implement and manage third-party pixels and marketing tags (e.g., Meta, Google, LinkedIn) through Adobe Launch. Monitor site performance and user interaction patterns to uncover optimization opportunities and A/B test hypotheses. Stay current with Adobe product releases, digital analytics trends, and industry best practices. Technical and Functional Skills: Bachelor's degree with 67 years of hands-on experience in Adobe Analytics and Adobe Launch implementation . Strong proficiency in Adobe Analytics Workspace report building, segmentation, calculated metrics, and data storytelling. Expertise in configuring Adobe Launch rules, events, extensions , and deploying custom tracking codes. Strong understanding of JavaScript, HTML, CSS , and web development debugging tools (e.g., Charles, Adobe Debugger). Experience with data layer architecture , solution design documents, and tag documentation. Deep understanding of digital KPIs, conversion funnels, attribution models , and behavior analysis. Proven ability to analyse large datasets , detect trends, uncover root causes, and propose actionable recommendations. Excellent communication and storytelling skills to convey insights and influence decision-makers. Experience with A/B testing tools (e.g., Adobe Target, Optimizely) and interpreting test results is a plus. Exposure to Customer Journey Analytics (CJA) , Real-Time CDP, or cross-channel segmentation is a bonus.

eClerx is looking to hire an experienced professional with 4-9 years of experience. As part of the Voice 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 in-depth functional knowledge of the process area and apply it to operational scenarios to provide effective solutions. 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 objects. Additionally, 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 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. Candidate 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 Associate 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

Job Details: Role Associate Process Manager Collateral | Full-time (FT) | Financial Markets| Location Mumbai Maharashtra India Shift Timings: EMEA (1:00 PM to 10:00 PM IST) Minimum Academic Qualifications :Graduation (B. Com /BBM) / Post Graduation (M.Com/MBA/PGDM) Experience Span: 3 to 6 years of experience inCollateral Process/Activities with Experience: Good understanding of Trade Life Cycle and Financial markets Knowledge of Collateral & Margins Knowledge of ISDA Regulations, CSAs, MTM Knowledge of products - OTC, Repo Margins, IM & VM margins Preferably experienced with the applications Bloomberg, DTCC, Murex, TriOptima Experience in handling Collateral interest bookings and margin calls Experience in handling discrepancies/disputes and liaising with multiple teams to get the issues resolved Should be well versed in preparing procedure documents, process flows, event trackers Should be capable to maintain SLAs and monitor quality of the deliverable Should be able to lead daily/weekly/monthly calls to update clients on day to day progress, challenges Good knowledge of MS Excel Should be able to implement strategic initiatives and identify process improvements in the daily workflow with the help of Automation enhancements Excellent presentation and communication skills (written and verbal) Ability to work with teams across time-zones and cultures Organized, detail oriented, flexible, self-starter & highly motivated Should be able to act fast and decisively when dealing with critical situations Good with numbers and ability to derive information from data Excellent multi-tasking and creative problem solving Should be able to train, coach, mentor other members of the team Financial Products Knowhow: Collateral/Margins, OTC & Repo Margins Tools/industry utilities Preferred hands-on & understanding of Collateral financial markets Reporting/Client Management: We follow a practice of managing reports & matrices within deadlines and with 100% accuracy. Understanding the requirements, data to be used & distribution list on the reports. Reporting the BAU & KRIs to senior management & client. We give utmost priority to our clients and their requirements, adhere to the requirements and follow a strict procedure of reporting Role and Responsibility: As part of the Collateral team, you will be working with our client partners to ensure the counterparty overall exposure risk is reduced, all the interest bookings and margin calls are settled in a timely manner. You work will be to execute the bookings on a monthly basis and margin calls on a daily basis for both OTC and Repo margins, work with internal team, control team and external counterparties to resolve issues and escalation emails. Taking full ownership of the process, managing BAU and other tasks effectively Settling the collateral interest on a monthly basis, and margin calls on a daily basis with 100% accuracy Highlighting the issues and escalations to the client and get it rectified Daily and weekly catch-up calls with clients to discuss the issues and future initiatives Handling client/counterparties queries and escalatio ns Tracking KPI/KRI, Utilization for Vendor Management Grooming As and SAs to manage process and risk effectively Help knowledge management endeavor by sharing process knowledge and best practices within the teams Build domain expertise and lead from the front Lead various quality initiatives Responsible for Business continuity, transformation and various audits

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.

Workforce Management (Process Manager) India- Chandigarh | Full-time (FT) | Customer Operations | Job ID _ Shift Timings - Flexible (24*7) || Travel Requirements - NA Specialism Customer Operations This role will be an essential part of the WFM Program in the Customer Operations Vertical. Candidate should have the ability to quickly and efficiently assimilate process knowledge and be good at problem-solving and root cause analysis. They must be professional in conduct/behaviour, appearance and communication. An understanding of web technology and cable setup is necessary. They must possess the ability to analyse information and evaluate results to choose the best solution and solve problems. Candidate needs to have the ability to adapt to perpetual changes as per business needs and reliability in terms of attendance and timing is necessary. 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. Candidate 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. Those who have a basic knowledge of excel, are experienced in troubleshooting related process, have experience in cable or telecom industry, can analyse information and evaluate results to choose the best solution and solve problems and can multi-task are preferred. WFM Role: - Interaction with Techs in the field to provide them with real-time support - Checking status of services on account in diagnostic tools - Good Knowledge of agent scheduling and on floor staffing activity planning - Should be able to coordinate with operations Managers and Leads - Communicate effectively and close looping with the client in case of observations - Updating status in internal as well as client tools - Meet process expectations with high-quality standards and adherence to SLAs - Candidate shall adhere to the information security requirements WFM Process: - Should have min. 4/8/10 (APM/ PM/ SPM) years of experience in Work Force Management and MIS. - Sound understanding of Call centre WFM metrics and work experience in Chat processes in an added advantage - Sense of ownership to complete the task satisfactorily - Run Operation floor to maintain Key WFM KPIs i.e. Shrinkage, Schedule adherence etc. - Keep a track of all technicians with regards to the jobs assigned to them - Prepare Agent schedules and Daily adherence plans - Prepare various Ops production reports - Perform RTM role independently - Manage Breaks and Resource availability on floor - Audit work orders for accuracy and make corrections if required - Check for signal levels on all equipment and certify jobs as completed - Coordinate with DOJ/DOI team in case of any issues with regards to provisioning or adding equipment - Fill up the complete report and share with the APM/PM daily - Collate and share information for all appointments that are cancelled Minimum Qualifications - Any Graduate with the minimum of 6 months of experience can apply for this post except for B.E, B.Tech, M.E, M.tech, MSc. B.Pharm and MBBS candidates who are not eligible for this post Preferred Qualifications - Basic knowledge of computer and/or telecom technology 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. 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.

About the Role: Grade Level (for internal use): 07 The Role: Customer Excellence Analyst The Team The KY3P Customer Excellence Team is seeking a high energy, detail driven and personable Customer Excellence Analyst to lead our clients to the finish line. The KY3P Customer Excellence team supports ongoing client support, Outreach & Data Management. HYPERLINK TO SPGI EXTERNAL WEBSITE https://www.spglobal.com/marketintelligence/en/mi/products/ky3p.html The Impact The Customer Excellence Analyst will play a critical role as the main point of contact for our clients during their onboarding will also provide ongoing support thereafter. The Customer Excellence Analyst will work with clients post sales to ensure the client achieves the best experience while obtaining the most value from the KY3P Platform. In this role, the candidate will help drive the projects to success, deliver the best-in-class service to all stakeholders, train users, and achieve platform adoption. Whats in it for you This role offers growth opportunities. Our team will provide business and industry related training as well as training specific to our suite of products. We will train you on best practices for successful client management as well. Our team takes career development seriously and will look to support you as you grow within our team. The successful candidate will have an opportunity to work with the worlds largest banks and other financial institutions. Responsibilities Ensure customers receive first class service consistent with S&P Global s expectations including but not limited to identifying and resolving client issues, following up with clients based on SLAs, conducting client demos, training clients on the platform, and managing additional client inquiries/needs as required. Cultivate, foster, and manage relationships with assigned clients. Actively speak with customers to ensure they understand how to use the functionality of Credit & Risk Solutions product suite and understand the full capability of our products industry initiatives. Increase client adoption of the platform through education of new product features and offering, ultimately driving efficiency and cost reduction for clients. Provide front line daily support for all clients including capture of bugs and enhancements. Work with business partners to validate the integrity of data and documents loaded on the platform. Become familiar with regulatory initiatives and industry-wide events that have an impact on our different business lines What Were Looking For Bachelors Degree 0-2 years experience Have an excellent client service ethos and be able to communicate effectively with priority clients and sales prospects Strong analytical and interpersonal skills Ability to partner with internal stakeholders and leverage internal resources Experience in handling Client Service is a plus About S&P Global Market Intelligence At S&P Global Market Intelligence, a division of S&P Global we understand the importance of accurate, deep and insightful information. Our team of experts delivers unrivaled insights and leading data and technology solutions, partnering with customers to expand their perspective, operate with confidence, andmake decisions with conviction.For more information, visit www.spglobal.com/marketintelligence . Whats In It For You Our Purpose: Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technologythe right combination can unlock possibility and change the world.Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence, pinpointing risks and opening possibilities. We Accelerate Progress. Our People: Our Values: Integrity, Discovery, Partnership At S&P Global, we focus on Powering Global Markets. Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals. Benefits: We take care of you, so you cantake care of business. We care about our people. Thats why we provide everything youand your careerneed to thrive at S&P Global. Health & WellnessHealth care coverage designed for the mind and body. Continuous LearningAccess a wealth of resources to grow your career and learn valuable new skills. Invest in Your FutureSecure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs. Family Friendly PerksIts not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families. Beyond the BasicsFrom retail discounts to referral incentive awardssmall perks can make a big difference. For more information on benefits by country visithttps://spgbenefits.com/benefit-summaries Global Hiring and Opportunity at S&P Global: At S&P Global, we are committed to fostering a connected andengaged workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and merit, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets. Recruitment Fraud Alert If you receive an email from a spglobalind.com domain or any other regionally based domains, it is a scam and should be reported to reportfraud@spglobal.com. S&P Global never requires any candidate to pay money for job applications, interviews, offer letters, pre-employment training or for equipment/delivery of equipment. Stay informed and protect yourself from recruitment fraud by reviewing our guidelines, fraudulent domains, and how to report suspicious activity here. ---- Equal Opportunity Employer S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment. If you need an accommodation during the application process due to a disability, please send an email to EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person. US Candidates Only The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law. Pay Transparency Nondiscrimination Provision - https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf ----

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: MSSQL Database Admin. Experience: 3-5 Years.

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: MSSQL Database Admin. Experience: 3-5 Years.

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: Kubernetes. Experience: 3-5 Years.

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: PL-SQL.

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: Microsoft Entra ID. Experience: 3-5 Years.

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: Oracle Database Admin.

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: Weblogic App Server. Experience: 3-5 Years.

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: Kubernetes. Experience: 3-5 Years.

The position is with the Communication BU and you would be responsible for supporting our business operations and sales analysis. The role demands sales business intelligence, reporting and analytics skill. Through sales reporting and analytics, the team provides visibility into the BUs sales pipeline, integrating information from sales, customer and financial sources for a complete and detailed overview of the sales performance. Roles & Responsibilities Supporting Sales and Delivery operations, Manage numbers such as revenue, OB, Invoicing, Billing, COD etc. Strong understanding and knowledge of statistics and should be able to apply statistical tools in carrying out predictive analytics. Design , Execute and Manage Sales Analytics and Reporting for large enterprise for sales insights Provide actionable insights from huge volume of data (Both Structured and Unstructured) using Data Mining, Data Cleansing techniques. Analyze results and set up reports, design dashboards containing relevant KPI, measures that would enable senior management and sales force towards decision making. Business analysis, decision support and working within various reporting systems for enhanced sales execution. Communicate and provide relevant recommendations to key leadership stakeholders - Sales/Presales/Leadership through analytics while addressing real business problems/issues/challenges.