Process Manager

About eClerx

eClerx is a global provider of business process management, automation, and analytics services, catering to Fortune 2000 companies across diverse sectors such as financial services, communications, retail, fashion, media, entertainment, manufacturing, travel, leisure, and technology. Founded in 2000, eClerx is publicly traded on the Bombay and National Stock Exchanges of India and employs approximately 13,000 professionals across multiple countries including Australia, Canada, Germany, India, Italy, Netherlands, Philippines, Singapore, Thailand, UK, and USA.

Key Responsibilities

• Oversee and optimize trip routing, ensuring on-time arrivals (OTA) and on-time departures (OTD).
• Ensure timely resolution of complaints and escalations related to transportation services.
• Communicate and gather feedback from employees and team leads regarding transport operations.
• Manage compliance for all vendor, driver, and vehicle documentation.
• Drive continuous improvement initiatives focused on cost efficiency and reduction strategies.
• Coordinate regularly with Operations teams to improve Customer Satisfaction (CSAT) scores.
• Participate actively in enhancing transport software tools such as Fleet Star and mobile app features.
• Contribute to budget forecasting processes related to transportation operations.
• Manage both internal and external audits concerning transport activities.
• Deliver projects and tasks within deadlines while maintaining quality standards.
• Improve customer satisfaction as reflected by Employee Satisfaction Scores (ESAT).
• Implement cost-saving techniques that are practical and sustainable.

Required Qualifications and Experience

• Bachelor's degree in Business Administration or related fields; MBA is preferred.
• At least 8 years of experience in corporate transport management, including a minimum of 3 years in leadership roles.
• Strong proficiency in Microsoft Office tools and familiarity with transportation management systems (TMS), logistics software, and other administrative platforms.
• Deep understanding of transportation management principles and practices.
• Comprehensive knowledge of local traffic laws, transportation regulations, and road safety standards.
• Excellent leadership and team management capabilities.
• Proven skills in route planning and usage of logistics software.
• Strong analytical and problem-solving skills.
• Experience in vendor negotiation and managing contracts effectively.
• Outstanding communication skills and the ability to work efficiently under pressure while managing multiple priorities.