Process Manager (Service Center)

Job Title:






Process Manager – Service Center









Band:






BPO 5









Maximum CTC:






Up to ₹17 LPA









Location:






Mumbai









Experience:






10–15 Years









Education:






Bachelor's Degree









Shift:






Night Shift (Willingness to work in night shifts is mandatory)

Job Summary

We are looking for an experienced






Process Manager – Service Center






to manage customer service operations, lead teams, and ensure high-quality service delivery. The ideal candidate should have strong customer service experience, an understanding of HR functions such as employee data management, and proven expertise in client handling and team management.

The role involves interacting with client employees, including native English speakers, through phone, email, and chat channels. The candidate must possess excellent English communication skills, a customer-centric approach, and the ability to manage service center operations efficiently.

Key Responsibilities

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  Manage day-to-day service center operations and ensure smooth process delivery.
  
  
  
  
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  Lead, coach, and manage teams to achieve operational targets and service-level agreements (SLAs).
  
  
  
  
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  Handle client relationships, stakeholder communication, escalations, and periodic performance reviews.
  
  
  
  
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  Ensure effective resolution of employee queries through phone, email, and chat channels.
  
  
  
  
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  Oversee HR-related support functions, including employee data management and related employee service processes.
  
  
  
  
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  Monitor key performance indicators (KPIs), productivity, quality, customer satisfaction, and turnaround time (TAT).
  
  
  
  
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  Drive continuous process improvements to enhance service quality and operational efficiency.
  
  
  
  
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  Ensure compliance with defined processes, quality standards, and data confidentiality requirements.
  
  
  
  
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  Communicate professionally and effectively with client stakeholders and employees in English.
  
  
  
  
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  Prepare operational reports and performance dashboards using MS Excel and MS Outlook.
  
  
  
  

Required Experience and Skills

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  10–15 years of overall experience, with a minimum of 10 years in customer service operations involving direct interaction with end customers.
  
  
  
  
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  Proven experience in a
  
  
  
  
  
  
  Process Manager role
  
  
  
  
  
  
  , including client handling and team management.
  
  
  
  
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  Good understanding of HR functions, particularly employee data management.
  
  
  
  
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  Excellent verbal and written English communication skills, with the ability to interact confidently with native English-speaking client employees.
  
  
  
  
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  Experience managing customer support operations across phone, email, and chat channels.
  
  
  
  
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  Working knowledge of MS Excel and MS Outlook.
  
  
  
  
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  Exposure to HR tools, employee service platforms, or call center operations.
  
  
  
  
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  Strong leadership, problem-solving, customer service, and empathy skills.
  
  
  
  
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  Ability to manage escalations, meet deadlines, and deliver results in a fast-paced environment.
  
  
  
  
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  Willingness to work night shifts.
  
  
  
  

Eligibility Criteria

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  Bachelor's degree is mandatory.
  
  
  
  
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  Candidates must have relevant experience in customer service operations, team management, and client handling.
  
  
  
  
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  Former TCS employees are not eligible for this position.
  
  
  
  
  
  
  
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  PAN and Date of Birth (DOB) details are required for candidate profile creation as part of the recruitment process.
  
  
  
  

Ideal Candidate Profile

The ideal candidate will be a customer-focused operations leader with strong people management skills, excellent English communication, and hands-on experience in managing client-facing service center operations. Prior exposure to HR employee services and multi-channel support environments will be an advantage.