Senior Process Manager
CurrentOverall management responsibility of SLA metrics, continuous monitoring and improvement as per defined targets for NA Google Ads teamDesign, document and successfully manage projects in accordance with client requirements and agreed targetsLeading and mentoring the publisher support team across geographies, including TLs and Queue adminsMaintain continuous interaction with clients to understand business expectations and maximize Client Satisfaction scoresAct as an escalation point of contact; conduct deep dive into reported issues, identify root causes and implement corrective actionConduct risk & compliance adherence audits to ensure that the process is in compliance with both regulatory and business guidelinesTrack and report on team's performance; effectively managing through regular reviews and constructive feedbackEffectively manage productive capacity on a daily basis by managing absenteeism and attritionUtilize project management skills to support new initiatives, improve operational systems, processes and policiesLead periodic review meetings with client on SLA performance, training and open AIs
