Process Manager( KPO/BPO)

Job Description – Process Manager

Location: Mohali, Chandigarh
Company: Lakhera Global Services Pvt. Ltd.
Industry: Multi-Project Business Operations

About Us

Lakhera Global Services Pvt. Ltd. is a leading organization in education marketing, working with top universities across India. As part of our growth vision, we are transitioning into a process-driven, BPO-style organization—with the flexibility to manage multi-project operations across diverse industries in the future.

We are looking for a dynamic Process Manager to design, implement, and manage scalable processes that will drive operational excellence and prepare the organization for long-term adaptability.

Key Responsibilities

• Process Design & Documentation
• Develop and implement end-to-end process flows, SOPs, and operational guidelines for technical and non-technical functions.
• Standardize workflows to ensure scalability and adaptability across multiple projects.
• Define measurable KPIs and KRAs for teams and departments.
• Operational Excellence
• Introduce a BPO-style framework for handling client interactions, project execution, and escalations.
• Set up quality monitoring systems to ensure efficiency and service excellence.
• Build performance dashboards and reporting systems for management insights.
• Technology & Automation
• Recommend and implement CRM, ERP, HRMS, and automation solutions.
• Enable multi-project management systems with strong workflow integration.
• Ensure compliance with data protection, privacy, and regulatory requirements.
• Training & Development
• Create training modules, knowledge bases, and playbooks for project teams.
• Lead workshops to instill a process-driven culture within the organization.
• Governance & Compliance
• Draft company-wide policies, compliance checklists, and audit frameworks.
• Integrate best practices from global BPOs while adapting them to multi-project business operations.

Candidate Profile

• Experience: 7–12 years in Process Management / BPO Operations / Business Excellence / Operations Consulting.
• Education: Graduate/Postgraduate in Business Administration, Operations Management, or related field. Lean Six Sigma / ISO / Process Excellence certification preferred.
• Proven track record of designing scalable processes and managing multi-project operations.
• Strong exposure to CRM, ERP, and automation tools.
• Excellent leadership, documentation, and training skills.
• Ability to work in a fast-growing, adaptable environment.

Reporting Structure

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

What We Offer

• Opportunity to build processes from the ground up in a fast-scaling company.
• Exposure to multi-project operations beyond education marketing.
• A professional environment with long-term career growth.
• Competitive salary & performance-based incentives.

Job Types: Full-time, Permanent

Pay: ₹50,000.00 - ₹70,000.00 per month

Benefits:

• Health insurance
• Paid sick time

Work Location: In person

Speak with the employer
+91 9888255570