Senior Process Lead, Service Delivery

Please Note: Team Lead / Team Manager experience is mandatory.

Job Title - Senior Process Lead, SDU Report to (Job Title) - Assistant Manager, Service Delivery, Job Grade - Grade 8, Direct Reports (Job Title) - Associate, SDU and Analyst, SDU, Department -Service Delivery Unit, Location - Bangalore, India

2.

Acts as the first level of leadership within the Service Delivery Unit. The Senior Process Lead is responsible for processing client work, supporting operational excellence, coaching team members, and ensuring consistent service delivery.
This role serves as a developmental opportunity for Specialists preparing for future leadership positions, while also helping to address engagement and retention challenges within the team.

3.

Responsibilities Description

Percentage of Time [%]

Task Processing and Operations

• Execute complex processing tasks independently with a high degree of accuracy and efficiency
• Adhere to company and client information security and compliance policies
• Manage escalated or high-priority work items, serving as a performance role model
• Implement process improvements to consistently meet quality, productivity, and timeliness standards

Operation Optimization

• Analyze operation problems, notify related parties and propose solutions
• Develop procedures and ensure the implementation meets compliance requirements
• Set up the task structure and new task information
• Assist with output conversion

30%

Auditing and Trouble-shooting

• Set up the audit plan, create the audit summary, identify the performance gap and propose solutions
• Perform timely trouble-shooting
• Ensure the unit/team meets the compliance requirements

10%

Client Communication

• Drafts professional, courteous, and structured email communications for client interactions
• Proactively identifies client needs and takes initiative to address them

10%

Talent Management

• Offer prompt feedback and guidance to team members to enhance their task-related performance
• Assist in recognizing and nurturing high-potential Assistants and Analysts for future growth
• Contribute to the execution of team-level employee engagement and retention initiatives

10%

4.

Internal contacts (up, down and across the company) - Team members within the Client Team and Reporting Manager

Clients/external vendors etc. - Client contacts, all US departments

5.

Education Background - Bachelor/Masters

Licenses/Certificates - N/A

Working Experience required and preferred

• 6 - 8 years of work experience in Service Delivery or Operations
• Experience in Mentoring or Informal Leadership roles preferred

Travel(% of travel time; domestic or international) - N/A

Behavioral/technical skills;

Competencies
(3 Required + 3 Preferred)

• Advanced task processing expertise
• Task planning and coordination
• Effective coaching and feedback
• Communication and stakeholder management
• Problem-solving and root cause analysis
• Team collaboration and engagement
• Time and workflow management