KPO - Process Manager

Role & responsibilities

Process Management:

- Manage and oversee data entry projects related to Exports - AWB EDI processing and Imports - CGM.

- Ensure smooth operation of Exports AWB EDI processing across regions (IN, TH, US & EU) on a 24/7 basis.

- Oversee Imports CGM processes in India from 8:30 am to 11 pm.

Online Support:

- Provide online support through WhatsApp and Line chat for regions TH, EU, and US.

- Manage and support the TH team.

Invoicing:

- Oversee the preparation and collection of invoices for TIFFA.

Service Level Agreements (SLA):

- Monitor and ensure resource productivity in terms of turnaround time (TAT), quality, and quantity.

- Manage incidents and resolve issues promptly.

Training and Mentoring:

- Conduct training sessions for new joiners and existing team members on new functionalities, customs requirements, etc., specific to customs or airline requirements.

- Mentor and guide team members, focusing on their professional development and performance improvement.

New Projects and Requirements:

- Lead Proof of Concept (PoC) projects and understand new project requirements.

- Gather new requirements, coordinate with customers to bridge the gap between business analysts and functionality needs.

- Handle EDI requirements, follow-ups, and closure of new functionalities.

Optical Character Recognition (OCR):

- Provide OCR requirements and assist the OCR team by answering queries and ensuring follow-ups and requirement closure.

Testing:

- Resolve queries from QA teams.

- Identify and highlight defects in UAT and production environments.

- Conduct walkthroughs of new functionalities and processes.

Staffing and Penalties:

- Analyze staffing requirements based on past data and volumes.

- Assess penalties based on customer or airline expectations and work towards reducing penalties.

- Recover penalties from vendors when applicable.

Customer Queries and Support Activities:

- Handle all types of customer queries, including registration, configurations, and escalations.

- Manage the onboarding process for TPI customers, including FTP location setup and IP address whitelisting.

- Resolve support and query issues for TPI customers.

Practices:

- Prepare RAW Change Requests (CRs) and ensure they are properly documented and addressed

Preferred candidate profile

We are seeking a highly skilled and experienced Process Manager to oversee multiple data entry projects within our logistics supply chain operations. The successful candidate will be accountable for managing all aspects of the projects, ensuring the accuracy, efficiency, and productivity of the team while meeting client requirements and maintaining high standards of quality.

Perks and benefits