Digital-Process Manager-PM Project Management

Mumbai, Digital

Project Manager - Process Manager
India | Full-time (FT) | Digital

Shift Timings_ EMEA SHIFT (1 P.M to 10 P.M.)|Management Level – Manager | Travel Requirements 30-40%

Specialism –Operations and Analytics

eClerx is a data analysis service provider specializing in pricing optimization programs for the retail space and derivative operations solutions for the financial services market.

With a proven track record of delivering world-class quality and innovation to Fortune 500 companies, eClerx offers an unparalleled blend of people, processes and technologies to help clients substantially improve their performance in a cost effective fashion. We are an equal opportunity and meritocracy employer, dedicated to achieve optimum growth and work-life balance

Detailed Job/ Role Description: 

  • Provide consultative assistance to the team in setup of new projects

  • Understand customer requirements, detailed technical design, effort & feasibility of implementation

  • Assist lead consultants & program managers to evaluate client requirements for new projects, assess implementation options & ensure quality delivery

  • Plan regular connect with clients (conference calls, emails) to discuss process challenges, issues & action items

  • Ensuring timely report deliveries, meeting all the service level agreements as agreed in the contract SOW

  • Track operational &  project health metrics to plan process improvement measures

  • Work closely with various internal teams such as IT team, Quality, Risk, network, Information Security, Knowledge management & HR to ensure effective management of projects

  • Present monthly / quarterly business reviews to the clients & assist in planning future engagement strategy

  • Perform RCA on issues, manage client escalations & establish effective control measures

  • Monitor and devise strategy to reduce client & internal escalations to almost zero

  • Ensure regular deployment of business process improvements(BPIs) measures to drive operational efficiency

  • Define KRAs for team members, set goals & share regular feedback to mentor team members

  • Identify gaps in the required skills set of team & motivate them to continuously upgrade their skillset to meet changing business requirements

  • Promote culture that encourages & rewards top performers

Essential skill-set required:


  • Proficient in MS-Office applications with good knowledge of Excel & power point

  • Proficient in SQL with good knowledge of RDBMS concepts

  • Excellent communication & presentation skills along with interpersonal skills

  • Capable of leading a team of ~10-20 analysts / senior analysts & guide them to ensure delivery


Minimum Qualifications

  • Graduate - any stream (Minimum) + MBA (Preferred)

  • Overall experience of 4 to 6 years in Digital analytics

  • Hands-on experience in people management

  • Comfortable with handling large datasets

  • Ability to drive business inference from quantitative and qualitative datasets

  • Ability to collaborate with stakeholders across the globe

  • Strong creativity, innovation skills to help develop offerings to meet market needs

eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the world’s leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software, and high-tech. Incorporated in 2000, eClerx is one of India’s leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 9,500-plus people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand.

eClerx Digital is the trusted partner of choice to the world’s largest global brands for creative production, eCommerce/web operations, and analytics & insight services. We improve profitability for their digital businesses. Using the Follow the Sun delivery model, our team of 3,000+ full-time digital delivery employees – at our five productions hubs in Mumbai, Pune, Chandigarh, Verona, and Phuket – applies deep digital expertise to support the most demanding global clients effectively. eClerx Digital’s innovative delivery model drives the ‘metrics that matter’ for our clients: improved acquisition, conversion and retention, and overall lifetime value of your customer 24/7/365.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.