The Role
Manage a 40-person operations team through Team Leads, ensuring SLA and KPI performance, quality, productivity, turnaround time, and customer experience. Maintain SOPs, review customer interactions and profiles for process improvements, prepare MIS reports and dashboards, manage stakeholders and escalations, and coach teams to achieve operational targets. The role supports Canadian business hours and involves KYC-related processes.
Summary Generated by Built In
JOB DESCRIPTION
- Manage a team of ~ 40 FTEs, supported by 2–3 Team Leads, ensuring effective team performance, resource utilization, and operational delivery.
- Periodically review, update, and maintain process documentation, Standard Operating Procedures (SOPs), and work instructions to ensure alignment with current business requirements and operational practices.
- Ensure adherence to defined SLAs and KPIs, with a primary focus on accuracy, productivity, turnaround time, and overall process efficiency.
- Support quality assurance initiatives by reviewing sample customer calls and customer profiles to identify process gaps, quality issues, and improvement opportunities, and provide timely, actionable feedback to the team.
- Prepare and support weekly and monthly MIS reports, operational dashboards, and business review presentations, highlighting key performance trends, challenges, risks, and action plans.
- Drive effective stakeholder management and relationship building through regular communication, proactive issue resolution, timely escalations, and collaboration with onshore and internal business partners.
- Monitor team performance, provide coaching and guidance to Team Leads and team members, and drive continuous improvement in quality, productivity, and customer experience.
QUALIFICATION & EXPERIENCE
- Good verbal and written communication skills, with the ability to interact professionally with Canadian customers and stakeholders.
- Strong people management, coaching, performance management, and team leadership skills.
- Demonstrated ability to manage end-to-end processes and deliver operational targets.
- Strong stakeholder management, relationship-building, and escalation-handling capabilities.
- Ability to manage high-volume operations while maintaining quality and service standards.
- Strong analytical skills and proficiency in operational MIS, reporting, and performance tracking.
- Flexibility to work in the NAM shift and support Canadian business hours.
- Basic knowledge of KYC principles, customer due diligence, and business banking documentation is preferred.
- Willingness to learn process-specific KYC requirements, internal policies, and compliance procedures.
- Shift :6:30 pm to 3:30 am
Skills Required
- Good verbal and written communication skills for professional interaction with Canadian customers and stakeholders
- Strong people management, coaching, performance management, and team leadership skills
- Ability to manage end-to-end processes and deliver operational targets
- Strong stakeholder management, relationship-building, and escalation-handling capabilities
- Ability to manage high-volume operations while maintaining quality and service standards
- Strong analytical skills and proficiency in operational MIS, reporting, and performance tracking
- Flexibility to work the NAM shift and support Canadian business hours
- Basic knowledge of KYC principles, customer due diligence, and business banking documentation
- Willingness to learn process-specific KYC requirements, internal policies, and compliance procedures
eClerx LLC Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about eClerx LLC and has not been reviewed or approved by eClerx LLC.
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Healthcare Strength — Feedback suggests U.S. employees have access to medical, dental, and vision coverage, with HSA/FSA options and life insurance included. An Employee Assistance Program also appears in the public benefits profile supporting wellbeing.
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Retirement Support — Feedback suggests a 401(k) is part of the U.S. package, with some mentions of an employer match. Retirement provision is consistently cited across company profiles and listings.
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Leave & Time Off Breadth — Feedback suggests paid holidays, sick leave, and PTO are part of the offering, alongside parental leave. Parental leave is also highlighted in public benefits profiles.
eClerx LLC Insights
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The Company
What We Do
eClerx provides business process management, automation and analytics services to a number of Fortune 2000 enterprises, including some of the world's leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is today traded on both the Bombay and National Stock Exchanges of India. The firm employs 16,000+ people across Australia, Canada, Germany, India, Italy, Netherlands, Philippines, Singapore, Thailand, UK, and the USA.
