Process Manager - Technology Operations Delivery

Process Manager – Technology Operations Delivery

Job Description & Role Profile

The Process Manager – Technology Operations Delivery owns end-to-end delivery of competitive intelligence and analytical services for eClerx clients across online retail, fashion, MRO, manufacturing & distribution (M&D), and hi-tech computing industries. The role is accountable for day-to-day operations management, SLA adherence, client relationship and expectation management, and escalation handling, while driving hands-on use of AI tools such as ChatGPT and Claude to deliver faster, higher-quality insights and run lean, largely self-sufficient operations. The incumbent works closely with the immediate delivery team, cross-functional stakeholders, and client counterparts to ensure consistent, scalable, and error-free service delivery.

Service Delivery & Operations Management

• Own day-to-day delivery of services to clients across online retail, fashion, MRO, M&D, and hi-tech computing accounts, ensuring consistent quality and turnaround.

• Plan, sequence, and monitor daily/weekly team workload to meet delivery commitments and client timelines.

• Ensure adherence to defined SLAs (turnaround time, accuracy, coverage) and proactively identify and resolve deviations.

• Drive smooth roll-out, set-up, and steady-state delivery of new competitive intelligence and analytical service lines.

Client Management & Escalation Handling

• Act as a primary point of contact for assigned clients, managing expectations on scope, timelines, and deliverable quality.

• Own client escalations end-to-end — identify root cause, coordinate corrective action with the team, and close the loop with the client.

• Build and sustain strong client relationships through regular connects, business reviews, and transparent communication.

• Translate client feedback into actionable process or delivery improvements.

Reporting & Performance Management

• Design and maintain internal and external dashboards/reports tracking delivery metrics, SLA performance, quality, and productivity.

• Present delivery performance, risks, and improvement plans to internal leadership and client stakeholders on a regular cadence.

• Use data to identify trends, bottlenecks, and early-warning signals across accounts.

AI-Enabled Operations & Insight Delivery

• Use AI tools such as ChatGPT and Claude hands-on to generate, validate, and package insights and analysis for client delivery.

• Identify and implement opportunities to automate repetitive research, data-processing, and reporting tasks, reducing manual effort and turnaround time.

• Build and refine prompts, templates, and lightweight AI-enabled workflows that let the team run day-to-day operations with minimal manual intervention.

• Evaluate and recommend the right AI tool/approach for a given task based on accuracy, cost, and data-privacy considerations.

Process Design & Continuous Improvement

• Design, document, and deploy standard operating procedures (SOPs) and quality checks to ensure error-free, consistent delivery.

• Apply systems thinking to identify process gaps, redundancies, and single points of failure across the delivery workflow.

• Drive continuous improvement initiatives with quality/process teams and measure impact of changes.

• Maintain business continuity and cross-training plans for critical processes.

Team & Stakeholder Management

• Lead, mentor, and manage the performance of the immediate delivery team, including workload distribution and skill development.

• Coordinate with internal teams (technology, quality, training, HR) to resolve operational dependencies.

• Partner with cross-functional and leadership stakeholders on capacity planning, hiring, and account growth discussions.

• Bachelor's degree (Graduate) in any discipline; Business, Engineering, Analytics, or related field preferred.

• 6–9 years of experience in service delivery / operations management, ideally within technology, analytics, or research/KPO services, including direct client management.

• Demonstrated experience managing SLAs, delivery metrics, and client escalations in a B2B services environment.

• Exposure to competitive intelligence, market/business research, or analytics service delivery is a strong plus.

• Hands-on, practical experience using AI tools such as ChatGPT and Claude for insight generation, analysis, and process automation.

• Skilled in prompt engineering — writing, testing, and refining prompts for consistent, accurate outputs.

• Experience designing lightweight AI-enabled workflows/agents that combine data lookup, reasoning, and task completion with minimal manual oversight.

• Strong project management and delivery planning skills — able to plan, sequence, and track multi-workstream delivery.

• Hands-on with data — comfortable working in Excel/Power BI or similar tools to build reports, dashboards, and drive data-based decisions.

• Systems thinking — able to see how processes, tools, and teams interact, and design for scale and resilience.

• Experience designing, developing, and deploying processes and SOPs that ensure error-free delivery.

• Proven ability to work with and present to senior leadership and client stakeholders.

• Experience working with cross-functional, matrixed, or global teams across time zones.

• Excellent verbal and written communication skills, with the ability to manage client conversations confidently.

• Strong stakeholder management and interpersonal skills across functions and geographies.

• Structured, analytical problem-solver who is comfortable with ambiguity.

• Proactive, detail-oriented, and able to operate independently under deadline pressure.

• Calm and solution-oriented in escalation and high-pressure situations.