Senior Process Manager

The leader must demonstrate an ability to anticipate, understand, and act on evolving customer needs, both stated and unstated. Through this, the leader must create a customer-centric organization and use innovative thinking frameworks to foster value-added relations. With the right balance of bold initiatives, continuous improvement, and governance, the leader must adhere to the delivery standards set by the client and eClerx by leveraging the knowledge of market drivers and competition to effectively anticipate trends and opportunities. Besides, the leader must demonstrate a capacity to transform, align, and energize organization resources, and take appropriate risks to lead the organization in a new direction. As a leader, the candidate must build engaged and high-impact direct, virtual, and cross-functional teams, and take the lead towards raising the performance bar, build capability and bring out the best in their teams. By collaborating and forging partnerships both within and outside the functional area, the leader must work towards a shared vision and achieve positive business outcomes.

Key Responsibilities

• Handle complex employee relations matters, including executive escalations, drafting high quality investigation reports, domestic inquiries, legal matters, and communicating difficult outcomes to senior leadership with clarity, empathy, and professionalism.
• Manage grievances and disputes end-to-end, ensuring timely resolutions that boost morale, retention, and trust; track ER metrics, trends and KPIs for data-driven insights.
• Proactively identify potential ER risks through feedback loops, data analytics, and stakeholder consultations.
• Draft and review legal responses, collaborate with internal and external legal partners. Deliver periodic reporting, including deepdive analyses on ER trends, hotspots, and policy recommendations at both vertical and organizational levels.
• Collaborate cross-functionally (e.g., with Legal, Operations, and Talent engagement teams) to embed ER best practices that strengthen employee trust.
• Serve as the primary HR liaison for internal, external, statutory, and auditors, ensuring timely resolutions and implementing corrective actions.

Leadership & Additional Duties

• Mentor and coach junior team members, build ER capabilities, and lead change initiatives related to ethics and compliance.
• Stay abreast of evolving regulations, case laws  (e.g., labor codes, POSH amendments) and advise on risk mitigation strategies.

Qualifications & Experience

• Master's degree in Human Resources, Business Administration, Legal, or a related field.
• 10+ years of experience in HR governance, employee relations, investigations, and compliance, with at least 5 years in a senior/managerial role handling executive-level escalations.
• Strong command of Indian labor laws, POSH regulations, corporate governance, and audit frameworks.
• Proven track record in managing HR investigations, audits, and ER frameworks, with demonstrable outcomes in risk reduction and engagement improvement.

Competencies & Skills

• Exceptional communication and stakeholder management skills, with the ability to influence leadership.
• High emotional intelligence, analytical mindset, and data-driven decision-making.
• Ethical judgment, confidentiality, and a proactive, solutions-oriented approach.
• High visibility and direct impact on leadership decisionmaking. 
• Opportunity to shape organizationwide culture and ER frameworks. 
• A strategic, advisory role at the intersection of people, risk, law, and business. 

Who we are

 eClerx was founded in 2000 by Anjan Malik and PD Mundhra with the goal of transitioning, managing and transforming complex business processes. Following successful careers in investment banking, Anjan and PD. graduates of University of Pennsylvania’s Wharton School of Business, jointly identified significant opportunities for providing innovative services and solutions to large global companies undergoing rapid business transformation challenged by legacy systems, new technology, data inaccuracies, and ever-changing processes and workflows. 

To know more about us, visit https://eclerx.com

About eClerx Shared Services

Accelerate and transform the functions that support the core of our business.

We seek a broad range of skills—from digital to interpersonal to analytical—to help examine performance and efficiency within and across functions such as finance, HR, procurement, legal, marketing, and others. Our people are critical to this function, delivering a wide range of value-added services that help us drive the impact integral to our business. At eClerx, you will find challenging opportunities in an environment that recognizes and rewards exceptional performance. We empower our employees to drive important and impactful projects, see them through to fruition, reap the rewards, and build a fulfilling career graph while they are at it.

Disclaimer - 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.