Associate Process Manager

Associate Process Manager - FDX

Description

Job Description

• Lead and manage a team of 20+ analysts to ensure efficient and smooth daily operations.

• Drive adherence to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality benchmarks.

• Oversee shift planning, attendance tracking, and optimal resource allocation to meet operational demands.

• Monitor and analyze performance metrics, preparing detailed daily and weekly reports for leadership review.

• Conduct regular one-on-one meetings, team meetings, and performance evaluations to foster growth and accountability.

• Identify training needs and support employee development initiatives to enhance team capabilities.

• Manage escalations promptly, resolving operational challenges to maintain service quality and client satisfaction.

• Collaborate with cross-functional teams and stakeholders to ensure seamless service delivery and alignment with organizational goals.

• Lead initiatives for process improvements, automation, and standardization to boost efficiency and reduce manual work.

• Ensure strict compliance with organizational policies, regulatory standards, and client guidelines at all times.