Senior Process Manager
Role Overview
• Manage a team of ~ 40 FTEs, supported by 2–3 Team Leads, ensuring effective team performance, resource utilization, and operational delivery.
• Periodically review, update, and maintain process documentation, Standard Operating Procedures (SOPs), and work instructions to ensure alignment with current business requirements and operational practices.
• Ensure adherence to defined SLAs and KPIs, with a primary focus on accuracy, productivity, turnaround time, and overall process efficiency.
• Support quality assurance initiatives by reviewing sample customer calls and customer profiles to identify process gaps, quality issues, and improvement opportunities, and provide timely, actionable feedback to the team.
• Prepare and support weekly and monthly MIS reports, operational dashboards, and business review presentations, highlighting key performance trends, challenges, risks, and action plans.
• Drive effective stakeholder management and relationship building through regular communication, proactive issue resolution, timely escalations, and collaboration with onshore and internal business partners.
• Monitor team performance, provide coaching and guidance to Team Leads and team members, and drive continuous improvement in quality, productivity, and customer experience.
Full Job Posting
Job Description
- Manage a team of ~ 40 FTEs, supported by 2–3 Team Leads, ensuring effective team performance, resource utilization, and operational delivery.
- Periodically review, update, and maintain process documentation, Standard Operating Procedures (SOPs), and work instructions to ensure alignment with current business requirements and operational practices.
- Ensure adherence to defined SLAs and KPIs, with a primary focus on accuracy, productivity, turnaround time, and overall process efficiency.
- Support quality assurance initiatives by reviewing sample customer calls and customer profiles to identify process gaps, quality issues, and improvement opportunities, and provide timely, actionable feedback to the team.
- Prepare and support weekly and monthly MIS reports, operational dashboards, and business review presentations, highlighting key performance trends, challenges, risks, and action plans.
- Drive effective stakeholder management and relationship building through regular communication, proactive issue resolution, timely escalations, and collaboration with onshore and internal business partners.
- Monitor team performance, provide coaching and guidance to Team Leads and team members, and drive continuous improvement in quality, productivity, and customer experience.
Qualification & Experience
- Good verbal and written communication skills, with the ability to interact professionally with Canadian customers and stakeholders.
- Strong people management, coaching, performance management, and team leadership skills.
- Demonstrated ability to manage end-to-end processes and deliver operational targets.
- Strong stakeholder management, relationship-building, and escalation-handling capabilities.
- Ability to manage high-volume operations while maintaining quality and service standards.
- Strong analytical skills and proficiency in operational MIS, reporting, and performance tracking.
- Flexibility to work in the NAM shift and support Canadian business hours.
- Basic knowledge of KYC principles, customer due diligence, and business banking documentation is preferred.
- Willingness to learn process-specific KYC requirements, internal policies, and compliance procedures.
- Shift:6:30 pm to 3:30 am
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