Senior Process Manager

About the Role

The Senior Process Manager will lead a team responsible for overseeing compliance and quality in the Sales and Customer Service business domains. This role demands managing performance and executing client deliverables through the compliance team effectively.

Key Responsibilities

• Develop and implement initiatives within the department and across the organization to improve operational effectiveness cost-efficiently.
• Enhance and sustain the efficiency of Voice of Customer (VOC) and compliance teams.
• Ensure consistent achievement of quality standards and service levels related to VOC and compliance.
• Define, monitor, and communicate key performance metrics to evaluate business results.
• Standardize operational processes to drive excellence.
• Build and refine business and domain skills to achieve desired return on investment.
• Align team responsibilities with business priorities and objectives.
• Exhibit strong people management capabilities to lead through others.
• Motivate and coach assistant managers and quality analysts to deliver superior customer experiences through excellent service quality as expected by clients.
• Implement performance management processes, foster team spirit, communicate vision, and promote innovation.
• Adapt flexibly to evolving business requirements.
• Lead quarterly projects geared towards sustainable process improvements.
• Prepare and present monthly and quarterly business reports to clients.

Required Qualifications and Skills

• Excellent verbal and written communication and presentation abilities.
• Strong understanding of customer experience, Voice of Customer, and Net Promoter Score (NPS) models.
• Analytical mindset with receptivity to change.
• Proficient in Microsoft Office and Google Suite applications.
• Familiarity with different leadership styles and stages of team development.
• Certified at least Green Belt in Lean Six Sigma methodology.

About the Company

Personiv, with over 30 years of experience, delivers scalable and innovative business process solutions tailored to a wide range of clients—from mid-market companies to globally recognized brands. They specialize in cost-effective outsourcing that boosts productivity and profitability while fostering long-term partnerships.

Company Values and Mission

• Focus on developing and enhancing processes across numerous programs.
• Expertise in transitioning business functions seamlessly to Personiv.
• Commitment to maintaining quality while reducing operational costs.
• Building enduring partnerships with clients.

Personiv's mission is to create cost-efficient solutions that increase productivity and profitability. They value talent as the key to overcoming business challenges and view on-demand talent access as a vital competitive advantage.

Compensation

Salary and benefits are offered as per industry standards.