Process Manager - BPO

Job Description – Process Manager

Industry: Project Business Operations ( Multiple Customers)

We are seeking a results-oriented Process Manager for our client who can design, implement, and formalize scalable processes that drive operational excellence and prepare the company for long-term growth and adaptability.

Key Responsibilities

1. Process Design & Documentation

• Develop and standardize end-to-end workflows, SOPs, and operational guidelines for both technical and non-technical functions.
• Establish scalable and adaptable processes to support multiple projects.
• Define measurable KPIs and KRAs at team and departmental levels.

2. Operational Excellence

• Implement a BPO-style framework for client interaction, project delivery, and escalation handling.
• Introduce quality monitoring systems to ensure efficiency and service excellence.
• Build performance dashboards and reporting tools for actionable management insights.

3. Technology & Automation

• Evaluate, recommend, and deploy CRM, ERP, HRMS, and automation tools.
• Establish integrated multi-project management systems with streamlined workflows.
• Ensure compliance with data protection, privacy standards, and regulatory requirements.

4. Training & Development

• Design and deliver training modules, knowledge bases, and playbooks to support teams.
• Conduct workshops to embed a process-driven culture across the organization.

5. Governance & Compliance

• Draft organizational policies, compliance checklists, and audit frameworks.
• Adapt global BPO best practices to suit multi-project business operations.

Candidate Profile

• Experience: 9–12 years in Process Management, BPO Operations, Business Excellence, or Operations Consulting.
• Education: Graduate/Postgraduate in Business Administration, Operations Management, or related fields. Certifications in Lean Six Sigma, ISO, or Process Excellence are preferred.
• Proven ability to design and manage scalable processes for multi-project environments.
• Hands-on experience with CRM, ERP, SOPs, and automation tools.
• Strong leadership, documentation, and training capabilities.
• Adaptability to thrive in a high-growth, fast-changing environment.

Reporting Structure

• Reports to: Managing Director / CEO
• Direct Reports: Team Leaders, Quality Analysts, and Training & Operations staff (as per scaling needs).
• Collaboration: Cross-functional interaction with Sales, Technology, HR, and Client Relations teams.

What We Offer

• Opportunity to architect processes from the ground up in a rapidly scaling organization.
• Exposure to multi-project operations extending beyond education marketing.
• A professional, growth-oriented environment with long-term career progression.
• Competitive salary and performance-based incentives.

Job Types: Full-time, Permanent

Pay: ₹70,000.00 - ₹90,000.00 per month

Work Location: In person