Qureos Mentor

eClerx

<div><p>Customer Operations &ndash; VOICE/CHAT- Associate Program Manager
<br>
India- Pune | Full-time (FT) | Customer Operations | Job ID _
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Shift Timings - NIGHT SHIFT |Management Level &ndash; Leadership<br>
</p><h1 class="jobSectionHeader">Specialisation &ndash; International BPO, Voice
</h1><p>eClerx is looking to hire an experienced professional with over 13+ years of experience. As part of the Voice/Chat process team, your role will specifically focus on troubleshooting related processes. The ideal candidate will serve customers by planning and implementing strategies and operations; improving systems and processes; managing staff. Candidate will determine call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
</p><p>The leader must demonstrate an ability to anticipate, understand, and act on evolving customer needs, both stated and unstated. Through this, candidate must create a customer-centric organisation and use innovative thinking frameworks to foster value-added relations. With the right balance of bold initiatives, continuous improvement and governance, the leader must adhere to the delivery standards set by the client and eClerx by leveraging the knowledge of market drivers and competition to effectively anticipate trends and opportunities. In addition, the leader must demonstrate a capacity to transform, align, and energize organisation resources, and take appropriate risks to lead the organization in a new direction. As a leader, the candidate must build engaged and high-impact direct, virtual and cross-functional teams, and take the lead towards raising the performance bar, build capability and bring out the best in their teams. By collaborating and forging partnerships both within and outside the functional area, the leader must work towards a shared vision and achieve positive business outcomes.
</p><p>Candidate must also possess an understanding of the repair process in Telecom and Cable industry, with an ability to analyse information and evaluate results to choose best solutions and solve problems.
</p><p><b>Customer Operations Associate Program Manager </b><b>Responsibilities
</b></p><ul><li><p>Maintains and improves operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades
</p></li><li><p>Accomplish human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
</p></li><li>Prepares performance reports by collecting, analysing, and summarizing data and trends
</li><li>Meets financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.
</li><li>Maintains professional and technical knowledge by tracking emerging trends in BPO operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
</li><li>Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
</li><li><p>Ensure Critical Performance Metrics are met consistently
</p></li><li><div>Lead client/vendor reviews/calibrations
</div></li><li><div>Revert to client/vendor queries on routine issues
</div></li><li><div>Provide innovative ideas to optimize internal metrics &amp; ensure critical matrices are met timely
</div></li><li><div>Manage multiple teams
</div></li><li><div>Perform audits and quality checks on Team Leads &amp; Floor Supports
</div></li><li><div>Provide feedback to the Team Leads &amp; Floor Supports periodically on their performance
</div></li><li><div>Ensure cross skilling and periodic process re-verification to ensure resource pool
</div></li><li><div>Perform Training Need Identification for teams
</div></li><li><div>Perform Bottom Quartile Management
</div></li><li><div>Ensure directives from senior leadership are percolated and acted upon
</div></li><li><div>Hold periodic meetings, discuss task delegation and review issues
</div></li><li><div>Conduct team huddles and meetings to discuss operational updates
</div></li><li><div>Build team spirit through group sessions, activities, and projects
</div></li><li><div>Focus on retention of staff through career mapping &amp; guiding team members
</div></li><li><div>Advocate and follow organizational policies and procedures
</div></li><li><div>Adhere to the information security requirements
</div></li><li><div>Ensure all client deliverables met within timelines
</div></li><li><div>Ensure productivity/quality enhancement and process meet all metrics
</div></li><li><div>Remediation of any major incident
</div></li><li><p>Manage client MBR/QBR deck, client calls and reviews</p></li></ul></div>

Associate Program Manager

<div><div>The candidate must possess in-depth functional knowledge of the process area and apply it to operational scenarios to provide effective solutions. He/she 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 company objects. Additionally, he/she 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 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.<br>
</div><div></div><p><b>Role and responsibilities:
</b></p><div>Leadership and Mentorship<br>
</div><div></div><div><ul><li><div><b>Team Leadership : </b>Lead and mentor a team of Data Scientists and Analysts, guiding them in best practices, Advanced m&eacute;thodologies, and carrer development.
</div></li></ul><ul><li><div><b>Project Management </b>: Oversee multiple analytics projects, ensuring they are completed on time, within scope, and deliver impactful results.
</div></li></ul><ul><li><div><b>Innovation and Continuous Learning </b>: Stay at the forefront of industry trends, new technologies, and m&eacute;thodologies, fostering a culture of innovation within the team.<br>
</div></li></ul></div><div></div><div>Collaboration with Cross-Functional Teams<br>
</div><div></div><div><ul><li><div><b>Stakeholder Engagement : </b>Work closely with key account managers, data analysts, and other stakeholders to understand their needs and translate them into data-driven solutions.
</div></li></ul><ul><li><div><b>Communication of Insights </b>: Present complex analytical findings clearly and actionably to non-technical stakeholders, helping guide strategic business decisions.<br>
</div></li></ul></div><div></div><div>Advanced Data Analysis and Modeling<br>
</div><div></div><div><ul><li><div><b>Develop Predictive Models </b>: Create and validate complex predictive models for risk assessment, portfolio optimization, fraud detection, and market forecasting.
</div></li></ul><ul><li><div><b>Quantitative Research </b>: Conduct in-depth quantitative research to identify trends, patterns, and relationships within large financial datasets.
</div></li></ul><ul><li><div><b>Statistical Analysis : </b>Apply advanced statistical techniques to assess investment performance, asset pricing, and financial risk.<br>
</div></li></ul></div><div></div><div>Business Impact and ROI<br>
</div><div></div><div><ul><li><div><b>Performance Metrics : </b>Define and track key performance indicators (KPIs) to measure the effectiveness of analytics solutions and their impact on the firm's financial performance.
</div></li></ul><ul><li><div><b>Cost-Benefit Analysis : </b>Perform cost-benefit analyses to prioritize analytics initiatives that offer the highest return on investment (ROI).<br>
</div></li></ul></div><div></div><div>Algorithmic Trading and Automation<br>
</div><div></div><div><ul><li><div><b>Algorithm Development : </b>Develop and refine trading algorithms that automate decision-making processes, leveraging machine learning and AI techniques.
</div></li></ul><ul><li><div><b>Back testing and Simulation : </b>Conduct rigorous back testing and simulations of trading strategies to evaluate their performance under different market conditions.<br>
</div></li></ul></div><div></div><div><b>What we're looking for
</b></div><div><ul><li><div><b>Advanced Statistical Techniques : </b>Expertise in statistical methods such as regression analysis, time-series forecasting, hypothesis testing, and statistics.
</div></li></ul><ul><li><div><b>Machine Learning and AI </b>: Proficiency in machine learning algorithms and experience with AI techniques, particularly in the context of predictive modeling, anomaly detection, and natural language processing (NLP).
</div></li></ul><ul><li><div><b>Programming Languages : </b>Strong coding skills in languages like Python, commonly used for data analysis, modeling, and automation.
</div></li></ul><ul><li><div><b>Data Management : </b>Experience with big data technologies, and relational databases to handle and manipulate large datasets.
</div></li></ul><ul><li><div><b>Data Visualization : </b>Proficiency in creating insightful visualizations that effectively communicate complex data findings to stakeholders.
</div></li></ul><ul><li><div><b>Cloud Computing </b>: Familiarity with cloud platforms like AWS, Azure, or Google Cloud for deploying scalable data solutions.
</div></li></ul><ul><li><div><b>Quantitative Analysis : </b>Deep understanding of quantitative finance, including concepts like pricing models, portfolio theory, and risk metrics.
</div></li></ul><ul><li><div><b>Algorithmic Trading : </b>Experience in developing and back testing trading algorithms using quantitative models and data-driven strategies.<br>
</div></li></ul></div><div></div><div><b>Requirements :<br>
</b></div><div></div><div><ul><li><div>A bachelor's degree in a related field, such as computer science, data science or statistics.
</div></li></ul><ul><li><div>Proven experience of 8+ years in programming languages, machine learning, data visualization and statistical analysis.</div></li></ul></div></div>

Associate Process Manager

<div><p>Functional Architect <b>&ndash; </b>GenAI &amp; Agentic AI<br>
</p><p></p><p><b>Location: </b>Mumbai / Pune<br>
</p><p></p><p><b>Role Overview
</b></p><p>We are seeking a highly experienced Functional Architect / Senior Business Analyst with a strong background in Capital Markets / Financial Services to lead the business analysis, solution design, and drive implementation of Generative AI and Agentic AI solutions. The ideal candidate will bridge business needs and AI capabilities&mdash;defining requirements, designing workflows, and shaping AI-driven automation strategies that deliver measurable business impact.
</p><p>You will collaborate closely with business stakeholders, data scientists, AI engineers, and RPA/Agentic developers to translate business problems into intelligent, automated, and context-aware digital solutions.
</p><p>Key Responsibilities
</p><p>1. Business Analysis &amp; Requirement Definition
</p><ul><li>Engage with business stakeholders to identify and prioritize AI-driven automation opportunities.
</li><li>Gather, document, and validate business requirements, user journeys, and process pain points across Finance, Digital, and Customer Operations domains.
</li><li>Define functional and non-functional requirements for GenAI, LLM-based, and Agentic AI use cases.
</li><li>Create use case blueprints including context, objectives, actors, sample prompts, data sources, expected outcomes, and performance metrics.
</li></ul><p>2. Solution Design &amp; AI Enablement
</p><ul><li>Work with AI/Agent engineers to design Agentic AI architectures, multi-agent workflows, and engineering prompt strategies.
</li><li>Define AI decision flows, orchestration logic, and knowledge sources (documents, APIs, CRM, ERP, databases, etc.).
</li><li>Support data readiness and context preparation (structured/unstructured data, embeddings, vector stores).
</li><li>Map legacy or manual workflows to GenAI-powered experiences (chatbots, copilots, process advisors, autonomous agents).
</li><li>Design and review mock-ups, low-fidelity prototypes, and process simulations.
</li></ul><p>3. Cross-functional Collaboration
</p><ul><li>Partner with technology, operations, and data teams to align business outcomes with AI implementation feasibility.
</li><li>Collaborate with UX teams to ensure AI-driven experiences are intuitive and aligned with business processes.
</li><li>Coordinate with project managers to ensure delivery milestones, scope, and success metrics are achieved.
</li></ul><p>4. Domain Expertise &amp; Value Realization
</p><ul><li>Apply deep domain knowledge in:
<ul><li>Finance: Order-to-Cash, Record-to-Report, FP&amp;A, Procurement
</li><li>Digital Operations: Campaign management, content generation, analytics automation
</li><li>Customer Operations: Support process optimization, knowledge automation, customer experience improvement
</li></ul></li><li>Translate domain challenges into GenAI-enabled insights and decision-support workflows.
</li><li>Track and measure business value realized from AI and automation initiatives.
</li></ul><p>5. Governance, Documentation &amp; Change Management
</p><ul><li>Maintain AI use case repository, requirement traceability, and change logs.
</li><li>Contribute to AI governance frameworks, ensuring transparency, explainability, and compliance.
</li><li>Conduct user training, stakeholder demos, and feedback sessions for continuous improvement.
</li></ul><p>Required Skills &amp; Experience
</p><p>Technical &amp; Functional
</p><ul><li>15-18 years of experience as a Business Analyst, with at least 3&ndash;4 years in AI/Automation/Intelligent Process Transformation projects.
</li><li>Strong understanding of Generative AI, Language Large Models (LLMs), Agentic AI frameworks, and RPA.
</li><li>Hands-on experience in defining AI use cases, prompt frameworks, conversational flows, and agent behaviors.
</li><li>Knowledge of APIs, data pipelines, and knowledge graph concepts for AI enablement.
</li><li>Experience working with Autogen, UiPath, Microsoft Copilot Studio, OpenAI, Anthropic, LangChain, or similar platforms.
</li><li>Familiarity with process modeling (BPMN/UML) and tools such as Visio, Lucidchart, or ARIS.
</li><li>Exposure to cloud-based AI ecosystems (Azure OpenAI, AWS Bedrock, Google Vertex AI).
</li></ul><p>Business &amp; Analytical
</p><ul><li>Proven expertise in Capital Markets / Financial Services business domain.
</li><li>Strong analytical, problem-solving, and data interpretation skills.
</li><li>Ability to map business KPIs to AI/automation success metrics.
</li><li>Excellent communication and stakeholder management across business and IT.
</li><li>Experience in developing business cases, ROI models, and value realization reports.
</li></ul><p>Preferred Qualifications
</p><ul><li>MBA or equivalent degree in Business, Technology, or Operations Management.
</li><li>Certifications: CBAP, PMP, UiPath Business Analyst, AI/ML Foundations, or GenAI certifications.
</li><li>Exposure to Agentic platforms such as n8n, AutoGPT - based architectures.
</li><li>Experience in Agile or Hybrid project delivery methodologies.
</li></ul><p>Key Attributes
</p><ul><li>Strategic thinker with a passion for innovation through AI.
</li><li>Self-starter with strong ownership and outcome orientation.
</li><li>Excellent interpersonal skills with the ability to engage both executives and technical teams.
</li><li>Curiosity-driven mindset with a focus on continuous learning in AI trends and technologies.
</li></ul><p>Example Project Exposure (Preferred)
</p><ul><li>GenAI-powered knowledge assistants or copilots.
</li><li>Agentic AI process automation (multi-agent workflows).
</li><li>Finance process intelligence or document automation.
</li><li>Customer support chatbot or decision assistant.
</li><li>AI-driven insights for operations and analytics.</li></ul></div>

Senior Process Manager

<div><p><b>Role Overview:
</b></p><p>We are seeking a proactive and detail-oriented <b>Business Analyst </b>to support a high-impact data management initiative focused on client reference data and entity resolution. This role involves working with large datasets, supporting system integration, and collaborating with cross-functional teams to ensure seamless data flow, process automation, and data quality across platforms.
</p><p></p><p><b>Key Responsibilities:
</b></p><ul><li>Collaborate with stakeholders to gather, analyze, and document business and functional requirements.
</li><li>Work with large volumes of client and entity data to identify trends, anomalies, and improvement opportunities.
</li><li>Assist in designing business processes, data flows, and system interactions.
</li><li>Support UI development and downstream system automation in partnership with technology teams.
</li><li>Contribute to data governance initiatives and ensure data accuracy and consistency across systems.
</li><li>Gain a strong understanding of client onboarding/offboarding processes and apply insights to data analysis.
</li><li>Develop foundational knowledge of the trade lifecycle and front-to-back office operations.
</li><li>Prepare Excel-based reports, data analysis, and stakeholder presentations.
</li><li>Work closely with senior BAs and project managers to ensure timely and high-quality deliverables.
</li></ul><p></p><p><b>Required Skills:
</b></p><ul><li>3&ndash;8 years of experience in the BFSI domain, with exposure to KYC, client reference data, or onboarding processes.
</li><li>Strong analytical skills with the ability to manage and interpret large datasets.
</li><li>Prior experience working as a BA on Master Data Management (MDM) platforms or complex reference data structures is essential.
</li><li>Good understanding of the trade lifecycle and the roles of front, middle, and back office systems.
</li><li>Ability to work independently with minimal supervision and take ownership of assigned tasks.
</li><li>Proficiency in tools such as SQL, JIRA, Confluence, and Excel; familiarity with Tableau or similar BI tools is a plus.
</li><li>Strong communication and documentation skills.
</li><li>Comfortable working in Agile environments and adapting to evolving project needs.
</li></ul><p></p><p><b>Preferred Qualifications:
</b></p><ul><li>MBA or equivalent postgraduate degree.
</li><li>Exposure to projects involving entity resolution, legal hierarchy modeling, or enterprise data governance.</li></ul></div><p></p>

Senior Analyst

<div><p>As a BPO MIS Analyst, you will be responsible for managing and analyzing data to ensure the effective operation of our Business Process Outsourcing (BPO) services. Your primary focus will be on developing, maintaining, and optimizing Management Information Systems (MIS) to support decision-making processes and enhance operational efficiency.
</p><p><b>Key Responsibilities:
</b></p><ul><li><b>Data Management: </b>Collect, organize, and analyze large volumes of data from various sources to generate meaningful insights and reports.
</li><li><b>MIS Development: </b>Design, develop, and maintain MIS reports and dashboards to monitor key performance indicators (KPIs) and operational metrics.
</li><li><b>Data Analysis: </b>Perform in-depth analysis of operational data to identify trends, patterns, and areas for improvement.
</li><li><b>Reporting: </b>Generate and distribute daily, weekly, and monthly reports to relevant stakeholders, ensuring accuracy and timeliness.
</li><li><b>Process Improvement: </b>Collaborate with cross-functional teams to identify and implement process improvements based on data analysis findings.
</li><li><b>Database Management: </b>Manage and maintain databases, ensuring data integrity, security, and availability.
</li><li><b>Support: </b>Provide support to the operations team by addressing data-related queries and troubleshooting MIS-related issues.
</li><li><b>Training: </b>Train and support end-users on MIS tools and reporting systems.
</li></ul><p><b>Qualifications:
</b></p><ul><li><b>Education: </b>Bachelor&rsquo;s degree in Computer Science, Information Technology, Business Administration, or a related field.
</li><li><b>Experience:
</b><ul><li>Proven experience as an MIS Analyst or in a similar role, preferably within the BPO industry.
</li><li>Experience with data analysis, reporting, and database management.
</li></ul></li><li><b>Technical Skills:
</b><ul><li>Proficiency in MS Office Suite (Excel, Access, PowerPoint) and data visualization tools (e.g., Tableau, Power BI).
</li><li>Knowledge of SQL and database management systems.
</li><li>Familiarity with data analytics tools and programming languages (e.g., Python, R) is a plus.
</li></ul></li><li><b>Analytical Skills: </b>Strong analytical and problem-solving skills with the ability to interpret complex data sets.
</li><li><b>Communication Skills: </b>Excellent verbal and written communication skills, with the ability to present data insights clearly and concisely.
</li><li><b>Attention to Detail: </b>High level of accuracy and attention to detail in data analysis and reporting.
</li><li><b>Organizational Skills: </b>Strong organizational and time management skills, with the ability to manage multiple tasks and meet deadlines.</li></ul></div>

<div>
 <p>
  <strong>
   We are hiring Equity Drafting Specialist with Confirmation and Affirmation experience in Mumbai.
  </strong>
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  <strong>
   Experience required- 2-8 Years
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  <strong>
   0-60 Days Notice Period
  </strong>
 </p>
 <p>
  <strong>
   Location- Mumbai
  </strong>
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  <strong>
   Shift- Day Shift
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 </p>
 <p>
  <strong>
   Job Overview:
  </strong>
 </p>
 <p>
  We are seeking a detail-oriented and experienced Equity Drafting Specialist to join our legal team. The ideal candidate will be responsible for drafting and reviewing equity-related agreements, including ISDA and other financial documentation. You will utilize tools such as Qwest, Xceptor, TX, Pharos, and Posiden to ensure accurate, efficient, and compliant agreement drafting.
 </p>
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  <strong>
   Key Responsibilities:
  </strong>
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   Draft and review equity-related agreements, including ISDA documents and other complex financial contracts.
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   Prepare Paper Affirmation for equity trades and ensure alignment with legal requirements.
  </li>
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   Ensure the use of precise and effective legal language in all documentation.
  </li>
  <li>
   Collaborate with internal teams and external stakeholders to clarify terms and resolve issues related to agreements.
  </li>
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   Leverage tools such as Qwest, Xceptor, TX, Pharos, and Posiden to streamline the agreement drafting and management process.
  </li>
  <li>
   Ensure compliance with regulatory requirements and internal policies throughout the drafting process.
  </li>
 </ul>
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  <br/>
 </p>
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  <strong>
   Key Skills and Qualifications:
  </strong>
 </p>
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  <li>
   Proven experience in drafting financial agreements, especially in equity and derivatives.
  </li>
  <li>
   Familiarity with ISDA documentation and related processes.
  </li>
  <li>
   Strong command of legal language and the ability to communicate complex terms clearly.
  </li>
  <li>
   Experience with tools such as Qwest, Xceptor, TX, Pharos, and Posiden is highly desirable.
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   Excellent attention to detail and problem-solving skills.
  </li>
  <li>
   Strong communication and collaboration abilities.
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 </ul>
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  <br/>
 </p>
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  If you are passionate about legal documentation and have a strong understanding of equity trading and financial contracts, we would love to hear from you!
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Drafting Manager

<div>
 <strong>
  Job Description
  <br/>
  <br/>
 </strong>
 <strong>
  Apprentice_Analyst Roles and responsibilities:
  <br/>
  <br/>
 </strong>
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  <li>
   Data enrichment/gap fill, adding attributes, standardization, normalization, and categorization of online and offline product data via research through different sources like internet, specific websites, database, etc.
  </li>
  <li>
   Data quality check and correction
  </li>
  <li>
   Data profiling and reporting (basic)
  </li>
  <li>
   Email communication with the client on request acknowledgment, project status and response on queries
  </li>
  <li>
   Help customers in enhancing their product data quality from the technical specification and description perspective
  </li>
  <li>
   Provide technical consulting to the customer category managers around the industry best practices of product data enhancement
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Technical and Functional Skills:
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Bachelor&rsquo;s Degree (Any Graduate)
  </li>
  <li>
   Good Understanding of tools and technology.
   <br/>
   <br/>
  </li>
 </ul>
 Intermediate knowledge of MS Office
</div>


Analyst

Join eClerx and explore 11   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

eClerx

ABOUT_COMPANY

Associate Program Manager

Associate Process Manager

Senior Process Manager

Senior Analyst

Senior Analyst

Drafting Manager

Analyst