National Manager for Backend Process Management

JOIN THE TEAM

JOB BRIEF

Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.

REQUIREMENTS

  1. Bachelor’s degree in a relevantfield such as business administration, operations management, or a relateddiscipline.
  2. Proven experience (typically 8+years) in backend process management within a call centre or BPO environment.
  3. Strong knowledge of backendprocesses, including data entry, document management, transaction processing,and quality control.
  4. Experience in managing a teamand driving operational excellence, with a focus on meeting SLAs (Service LevelAgreements) and KPIs.
  5. Excellent analytical andproblem-solving skills to identify process gaps and implement effectivesolutions.
  6. Proficiency in process mappingand improvement methodologies, such as Lean Six Sigma or Business ProcessReengineering.
  7. Strong understanding of qualityassurance principles and methodologies, with experience in conducting auditsand implementing corrective actions.
  8. Effective communication andinterpersonal skills to collaborate with internal stakeholders, clients, andthird-party vendors.
  9. Ability to adapt to changingpriorities and work in a fast-paced environment.
  10. Proficiency in using processmanagement tools and software.

RESPONSIBILITIES

  1. Develop and implement strategiesto streamline and optimize backend processes on a national level.
  2. Oversee the day-to-dayoperations of the backend process management team, ensuring efficient andtimely completion of tasks.
  3. Lead a team of processsupervisors and associates, providing guidance, coaching, and performancefeedback.
  4. Establish and monitor keyperformance indicators (KPIs) to evaluate team and individual performance,taking necessary actions to improve productivity and quality.
  5. Collaborate withcross-functional teams, such as operations, IT, and quality assurance, toidentify process gaps and implement solutions.
  6. Develop and maintain processdocumentation, including standard operating procedures (SOPs), workinstructions, and training materials.
  7. Conduct regular audits to ensurecompliance with organizational policies, industry regulations, and clientrequirements.
  8. Identify opportunities forautomation and process improvement, leveraging technology and best practices toenhance efficiency and accuracy.
  9. Coordinate with clients orstakeholders to understand their requirements, address concerns, and provideregular updates on process performance.
  10. Stay updated with industrytrends, emerging technologies, and best practices in backend processmanagement.

Position details

Location:
Remote
Job Type:
Full Time ( 8 Hours )
Salary:
As per Experience
Positions:
3
Work Experience:
Atleast 2 Years

Apply Now

Please enable JavaScript in your browser to complete this form.
Name
Click or drag a file to this area to upload.