senior analyst

Process Manager – Technology Operations Delivery Job Description & Role Profile Function Technology Operations – Client Service Delivery Industry Technology-enabled Analytics & Competitive Intelligence Services Level / Designation Process Manager Shift General Shift (may require alignment with client time zones) Minimum Experience 5–9 years in service delivery / operations management, including direct client-facing and team leadership experience Education Graduate (Bachelor's degree), any discipline; Business, Engineering, or Analytics preferred. PMP / Six Sigma certification an advantage Role Summary The Process Manager – Technology Operations Delivery owns end-to-end delivery of competitive intelligence and analytical services for eClerx clients across online retail, fashion, MRO, manufacturing & distribution (M&D), and hi-tech computing industries. The role is accountable for day-to-day operations management, SLA adherence, client relationship and expectation management, and escalation handling, while driving hands-on use of AI tools such as ChatGPT and Claude to deliver faster, higher-quality insights and run lean, largely self-sufficient operations. The incumbent works closely with the immediate delivery team, cross-functional stakeholders, and client counterparts to ensure consistent, scalable, and error-free service delivery. Key Responsibilities Service Delivery & Operations Management Own day-to-day delivery of services to clients across online retail, fashion, MRO, M&D, and hi-tech computing accounts, ensuring consistent quality and turnaround. Plan, sequence, and monitor daily/weekly team workload to meet delivery commitments and client timelines. Ensure adherence to defined SLAs (turnaround time, accuracy, coverage) and proactively identify and resolve deviations. Drive smooth roll-out, set-up, and steady-state delivery of new competitive intelligence and analytical service lines. Client Management & Escalation Handling Act as a primary point of contact for assigned clients, managing expectations on scope, timelines, and deliverable quality. Own client escalations end-to-end — identify root cause, coordinate corrective action with the team, and close the loop with the client. Build and sustain strong client relationships through regular connects, business reviews, and transparent communication. Translate client feedback into actionable process or delivery improvements. Reporting & Performance Management Design and maintain internal and external dashboards/reports tracking delivery metrics, SLA performance, quality, and productivity. Present delivery performance, risks, and improvement plans to internal leadership and client stakeholders on a regular cadence. Use data to identify trends, bottlenecks, and early-warning signals across accounts. AI-Enabled Operations & Insight Delivery Use AI tools such as ChatGPT and Claude hands-on to generate, validate, and package insights and analysis for client delivery. Identify and implement opportunities to automate repetitive research, data-processing, and reporting tasks, reducing manual effort and turnaround time. Build and refine prompts, templates, and lightweight AI-enabled workflows that let the team run day-to-day operations with minimal manual intervention. Evaluate and recommend the right AI tool/approach for a given task based on accuracy, cost, and data-privacy considerations. Process Design & Continuous Improvement Design, document, and deploy standard operating procedures (SOPs) and quality checks to ensure error-free, consistent delivery. Apply systems thinking to identify process gaps, redundancies, and single points of failure across the delivery workflow. Drive continuous improvement initiatives with quality/process teams and measure impact of changes. Maintain business continuity and cross-training plans for critical processes. Team & Stakeholder Management Lead, mentor, and manage the performance of the immediate delivery team, including workload distribution and skill development. Coordinate with internal teams (technology, quality, training, HR) to resolve operational dependencies. Partner with cross-functional and leadership stakeholders on capacity planning, hiring, and account growth discussions. Skills & Qualifications Bachelor's degree (Graduate) in any discipline; Business, Engineering, Analytics, or related field preferred. 6–9 years of experience in service delivery / operations management, ideally within technology, analytics, or research/KPO services, including direct client management. Demonstrated experience managing SLAs, delivery metrics, and client escalations in a B2B services environment. Exposure to competitive intelligence, market/business research, or analytics service delivery is a strong plus. Hands-on, practical experience using AI tools such as ChatGPT and Claude for insight generation, analysis, and process automation. Skilled in prompt engineering — writing, testing, and refining prompts for consistent, accurate outputs. Experience designing lightweight AI-enabled workflows/agents that combine data lookup, reasoning, and task completion with minimal manual oversight. Strong project management and delivery planning skills — able to plan, sequence, and track multi-workstream delivery. Hands-on with data — comfortable working in Excel/Power BI or similar tools to build reports, dashboards, and drive data-based decisions. Systems thinking — able to see how processes, tools, and teams interact, and design for scale and resilience. Experience designing, developing, and deploying processes and SOPs that ensure error-free delivery. Proven ability to work with and present to senior leadership and client stakeholders. Experience working with cross-functional, matrixed, or global teams across time zones. Soft Skills Excellent verbal and written communication skills, with the ability to manage client conversations confidently. Strong stakeholder management and interpersonal skills across functions and geographies. Structured, analytical problem-solver who is comfortable with ambiguity. Proactive, detail-oriented, and able to operate independently under deadline pressure. Calm and solution-oriented in escalation and high-pressure situations.