Senior Process Lead, Service Delivery, India

Role Overview

This position is for a Senior Process Lead in Service Delivery, based in Bengaluru, India. The role focuses on handling complex operational work, strengthening process quality, supporting client communication, and guiding team performance. The employer describes its mission as delivering business outcomes.

Key Responsibilities

• Independently manage complex processing activities with strong accuracy and efficiency.
• Follow all company and client rules related to information security and compliance.
• Take ownership of escalated or urgent work items and act as a benchmark for performance.
• Drive process enhancements so that quality, productivity, and turnaround targets are consistently achieved.
• Review operational issues, inform the relevant stakeholders, and suggest practical corrective actions.
• Create and refine operating procedures while ensuring they meet compliance standards.
• Establish task structures and input new task-related information as needed.
• Support output conversion activities.
• Prepare audit plans, compile audit summaries, identify performance gaps, and recommend solutions.
• Carry out troubleshooting in a timely manner.
• Make sure the team or unit continues to meet compliance expectations.
• Write professional, polite, and well-structured email communication for client interactions.
• Anticipate client requirements and take initiative to address them.
• Provide timely feedback and direction to team members to improve task performance.
• Help identify and develop high-potential Assistants and Analysts for future progression.
• Support team-level initiatives focused on employee engagement and retention.

Eligibility

Applicants must be any graduate.

Additional Information

The role has the following effort split across major activities: Task Processing and Operations - 40%, Operation Optimization - 30%, Auditing and Trouble-shooting - 10%, Client Communication - 10%, and Talent Management - 10%.