Who We Are:
ThoughtFocus is a privately held IT services, software engineering and business process management firm with
offices in the US, India and the Philippines. We help clients in the financial services, manufacturing, education,
aerospace and technology industries with their key business and technology challenges. ThoughtFocus brings
critical program acceleration to client initiatives while minimizing costs and risks with intellectual capital, technical
and process frameworks, operating models and software infrastructure. It has 1,300+ employees globally and is
growing rapidly across all its offices. In India, we have offices in Mysore, Bangalore and Gurgaon and in the US
ThoughtFocus has locations in California, New Jersey, Wisconsin and Texas.
As an organization, ThoughtFocus strives to build lasting relationships. ThoughtFocus was founded in 2004 and
continues to be an employee owned company with a minority investment from the Blackstone Group.
Job Summary
Process Lead achieves operational objectives by contributing information and recommendations to strategic plans
and reviews; preparing and completing action plans; implementing production, productivity, quality, and customerservice
standards; resolving problems; completing audits; identifying trends; determining system improvements;
implementing change.
Role and Responsibilities:
Driving performance on SLAs being measured by the business & by the client. Consistently meets deadlines
To manage the day-to-day planning, operation and problem-solving of a team of agents and ensure smooth
running of the operations.
Leading, motivating and assisting the team and deliver individual goals.
Impart the process knowledge to team members as required.
Ensure the Improvement in team’s skills through regular feedback, coaching and training activities and to
keep them motivated all the time.
To prepare action plans (as required) to address performance issues (if any) Train, coach and
motivate team members and supervisors.
Create an environment that motivates high performance and supports the loyalty and retention of
employees.
Conduct timely meetings to ensure open communication and devise an action plan to address issues/
concerns raised.
Manage the conflict resolution among the team members.
Alingn with client’s strategies and drive the initiatives for improvement in KPIs.
Effective engagement with the client SPOCs through pro-active communication and regular reviews.
Mastering the process knowledge required for operational delivery for clients.
Flexible and open to working in different shifts.
Willingness to work under stringent targets and pressure.
Skills
7 + yrs work experience with at least 3 yrs of people management experience.
Has a background in quantitative decision making, ability to drive business/operations metrics, and driving
adoption of different tools and resources.
Has managed critical operational processes, with SLA responsibility.
Good Leadership Skills.
Strong analytical, mediation and problem resolution skills.
Track record of employee development (including an emphasis on selection and retention).
Demonstrated leadership with a bias towards action, supporting a culture of ownership and learning.
Skilled in collaborative management environment, succeeding through regular meetings and clear formal
and informal communication with the team members and customers.
Excellent written and oral communication skills.
Correo Electrónico:
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