Associate Manager - Order Management/Client request resolution

HCLTech; Dadri; On-site; INR 600,000 - 900,000; Full time

Job summary

HCLTech is seeking dynamic professionals for the Business Enablement & Support Team (BEST) to drive operational excellence and customer experience across global accounts. You will manage end-to-end commercial operations, monitor financial indicators, and collaborate across Sales, Delivery, Finance, Legal and other teams to ensure account health.

This role offers growth in commercial operations and related domains within HCLTech, with responsibilities spanning governance, revenue realization, and

Qualifications

• Bachelor’s Degree with minimum 60% across academics (10th, 12th, UG).
• Minimum 2 years of experience in business operations, contract compliance, or stakeholder management.
• Strong understanding of contract clauses, compliance, receivables, and commercial process management.
• Excellent communication and stakeholder management skills.
• Proficiency in MS Office Suite (Excel – complex functions/pivots/macros, Word, PowerPoint).
• Analytical mindset with attention to detail and problem-solving ability.
• Ability to manage processes end-to-end in a fast-paced environment.
• Understanding of IT contracts, pricing and associated calculations.
• Self-motivated, deadline-driven, adaptable to global collaboration needs.

Responsibilities

• Own and manage end-to-end commercial operations by aligning contractual obligations with account goals and monitoring key financial indicators to ensure account health.
• Ensure commercial contractual adherence and drive process improvement and operational excellence.
• Prepare pre-billing files and get customer approval including ARC/RRC calculations.
• Interpret contracts and establish governance models for compliance focusing on eliminating Revenue Leakage & reducing DSO.
• Track account health metrics, including billing, revenue, receivables, and inventory.
• Mitigate financial risks through timely contract sign-offs from Customer, Sales, Delivery, Finance and Legal, plus PO requisition and tracking.
• Update commercial clauses in SOWs and Contract Amendments as required.
• Implement best practices for process optimization.
• Prepare and deliver presentations with reports for periodic customer reviews and commercial calls.
• Provide guidance to PMO, Billing, and Collection teams to ensure timely invoicing and payment reconciliation.
• Conduct internal account health checks and publish dashboards showing account performance.

Skills

End-to-end order management

Stakeholder management

Process improvement

Contract governance

Billing & invoicing

Cross-functional collaboration

MS Office (Excel, Word, PowerPoint)

Analytical mindset

Education

MBA/PG with 60% across academics

Bachelor’s degree (BE/B.Tech/B.Sc.IT/B.Com/BBA/BA Economics with Mathematics) with 60%

Tools

SAP S/4HANA

SAP ECC

Job description

Qualification: MBA/PG preferred with 60% throughout academics (10th, 12th & Graduation)

HCLTech is looking for dynamic professionals to join the Business Enablement & Support Team (BEST), a key function driving operational excellence, commercial governance, stakeholder management, and customer experience across global accounts.

Job Summary

The BEST Team drives operational excellence to enhance customer experience through effective stakeholder management, strong governance, and continuous process improvement. The team manages end-to-end commercial operations by aligning commercial contractual obligations with account goals, monitoring key financial indicators, and cultivating stakeholder relationships to optimize processes and ensure account health. As a customer-facing function, this role demands intensive cross-functional collaboration across Sales, Delivery, Finance, Legal and other internal teams to deliver seamless and exceptional customer experience.

This role offers an outstanding opportunity for motivated professionals to grow in commercial operations and related domains within HCLTech.

Required Mandatory Skills

• Manage end-to-end Order Management activities, including order creation, modification, validation, and closure.
• Process customer orders in SAP S/4 HANA and SAP ECC while ensuring accuracy and compliance.
• Review and validate pricing, contract terms, billing instructions, and supporting documentation.
• Coordinate with cross-functional teams to ensure timely order fulfillment and issue resolution.
• Handle billing operations, invoice processing, e-billing, reconciliation, and reporting activities.
• Investigate and resolve billing discrepancies, payment issues, and customer queries.
• Support Order-to-Cash (OTC) processes to ensure timely invoicing and revenue realization.
• Maintain accurate documentation and ensure adherence to internal controls and audit requirements.
• Generate and analyze billing, reconciliation, and operational reports using Excel and ERP systems.
• Deliver high-quality customer support through effective stakeholder management and communication.

Key Responsibilities

• Own and manage end-to-end commercial operations by aligning contractual obligations with account goals and monitoring key financial indicators to ensure account health.
• Ensure commercial contractual adherence and drive process improvement and operational excellence.
• Prepare pre-billing files and get customer approval including additional /reduced resource count (ARC/RRC) calculations.
• Interpret contracts and establish robust governance models for compliance focusing on eliminating Revenue Leakage & reducing DSO.
• Track account health metrics, including billing, revenue, receivables, and inventory.
• Mitigate financial risks through timely contract sign offs from Customer, Sales, Delivery, Finance and Legal, as well as purchase order requisition and tracking.
• Update commercial clauses in Statements of Work (SOWs) and Contract Amendments as required.
• Implement best practices for process optimization.
• Prepare and deliver presentations with reports for periodic customer reviews and commercial calls, clearly communicating commercial updates along with key metrics.
• Provide guidance to and respond to queries from internal PMO, Order to Cash (Billing, and Collection) teams to ensure timely billing requisition, invoicing and payment reconciliation.
• Conduct internal account health checks and publish dashboards showcasing account performance across various parameters.

Qualifications, Skills & Experience

Required Qualifications

• Bachelor’s Degree (BE/B.Tech/B.Sc.(IT)/B.Com/BBA/BA Economics with Mathematics) with minimum 60% across academics (10th, 12th, UG until last semester).
• Minimum 2 years of experience in business operations, contract compliance, or stakeholder management.
• Strong understanding of contract clauses, compliance, receivables, and commercial process management.
• Excellent communication and stakeholder management skills.
• Strong understanding of business operations and customer relationship management.
• Proficiency in MS Office Suite (Excel – complex functions/pivots/macros, Word, PowerPoint).
• Analytical mindset with attention to detail and problem-solving ability.
• Ability to manage processes end-to-end and work in a fast-paced, dynamic environment.
• Understanding of IT contracts, pricing and associated calculations.
• Self-motivated, deadline-driven, and adaptable to global collaboration needs.

Additional Skills (For Senior Positions)

• Knowledge of IT business, technology fundamentals, and services.
• Experience in commercial operations and global customer engagement.
• Familiarity with process workflows and governance frameworks.
• Open to flexible timings and travel (domestic/international) as required.

This is an excellent opportunity to work closely with global customers and cross-functional leaders while building expertise in commercial operations and account governance.

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