Supervisor, Process Management (US Back Office Operations)
- Noida, Uttar Pradesh
- Permanent
- Full-time
At McGraw Hill, the teams drive progress and help build the future of learning. If you have the passion and basic technical expertise to thrive in an innovative and agile environment, we want to learn more about you. We are seeking a dedicated, hard-working, and diligent a Supervisor, Process Management for our back-office customer support team for our Noida office.How can you make an impact?As our new Supervisor, Process Management at McGraw Hill, you will play a key role within our Noida office. In this position, you’ll be responsible for leading, motivating, and developing a team of approximately 16 employees and contractors. Your focus will be on driving operational excellence, ensuring high-quality performance, and creating a collaborative environment where your team can thriveWhat you will be doing:
- People Management, you will oversee the full employee lifecycle for your team, including hiring and selection, attendance management, performance evaluations, rewards and recognition, and applying progressive discipline when necessary
- Process Compliance & Quality, you will ensure that all processes are clearly documented and consistently followed by your team. This includes conducting quality audits of their work and managing escalated situations when they arise
- Team Communication you will hold regular team meetings to keep your team informed and aligned with business and departmental updates
- Subject Matter Expertise, you will act as a subject matter expert for your business unit or department initiatives, representing your team and contributing your expertise to broader discussions
- Training & Development, you will facilitate onboarding and training for new hires, ensuring they are set up for success from day one
- Business Awareness, you will stay plugged into the larger organization, keeping informed about upcoming changes to business offerings, company initiatives, policies, or product updates, and ensuring your team is prepared to adapt
- The candidate should be comfortable as this role requires working 6:30 PM – 3:00 AM IST, with flexibility to adjust to 5:30 PM – 2:00 AM IST during U.S. daylight savings time
- Ideal candidates will reside within 25 km of the office location in Noida. If suitable candidates are not found within this range, we may consider those within 40 km as an exception
- Cab facility for both pick up and drop off will be provided
- 5+ years of proven experience in Operations Managementwith prior experience of working in IT/KPO/BPO industry for US/UK process
- 3+ years of experience in managing a team of agents
- Proficiency in Microsoft Office applications
- Strong written and verbal communication skills, coupled with excellent attention to detail and accuracy skills
- Ability to develop solutions through research and data-driven decision making
- Good knowledge of Oracle and Salesforce would be highly advantageous