Associate Process Manager

Location: Mohali

Job Description

The candidate must possess in-depth functional knowledge of HR processes and apply it to operational scenarios to provide effective solutions. The candidate must be able to identify discrepancies and propose optimal solutions by using a logical, systematic, and sequential methodology. It is vital to be open-minded towards inputs and views from team members and to effectively lead, control, and motivate groups towards company's vision.

Additionally, the candidate must be self-directed, proactive and seize every opportunity to meet internal and external customer needs and achieve customer satisfaction by effectively auditing processes, implementing best people practices and process improvements, and utilizing the frameworks and tools available. Goals and thoughts must be clearly and concisely articulated and conveyed, verbally and in writing, to clients, colleagues, subordinates, and supervisors.

The candidate should act as a change agent, acting as a catalyst to drive vertical/org. level changes.

Responsibilities:

Partner with Program Leader to ensure seamless HR & Ops alignment and policy compliance
Drive attrition management by tracking trends, identifying root causes, and implementing targeted retention interventions
Actively manage employee grievance redressal, ensuring quick turnaround, escalation where required, and end-to-end closure
Conduct regular pulse checks and 1:1 connects to proactively identify engagement risks
Investigate and close conduct-related cases with appropriate disciplinary actions
Monitor performance coaching plans and drive improvement for bottom performers
Collaborate with business on performance management cycles, including goal setting and calibration
Lead onboarding, leadership connects, and career development initiatives for Analyst–Manager pool
Ensure HR compliance including exits, BGV closures, and bottom quartile governance
Own reporting and dashboards, ensuring accurate, real-time tracking of attrition, grievances, performance, and key people metrics, while driving data-backed decisions.

Qualification:

Graduate in any discipline
3+ years of relevant HR experience, preferably in the BPO/ITeS industry
Prior experience in handling attrition, grievance management, and employee lifecycle processes
Strong exposure to reporting, dashboards, and people metrics
Comfortable working in a 24/7 environment / night shifts
Good communication and stakeholder management skills

Shift timing - 6:00 PM to 3:00 AM

About The Team

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech.

Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

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.