Associate Process Manager

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 companys 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 AnalystManager 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