Process Manager - Customer Care

HCL Technologies Limited; Dadri; On-site; INR 1,500,000 - 2,200,000; Full time

Benefits offered by this job

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Job summary

HCL Technologies Limited is seeking a Process Manager - CC to drive end-to-end customer care processes, coordinate onboarding projects, and uphold service excellence. You will oversee operations, monitor SLAs, and enable seamless client interactions.

The role emphasizes team performance, attendance discipline, and proactive issue resolution, with opportunities to contribute to continuous improvement and revenue-focused relationship management.

Qualifications

• Strong Project Management skills to manage multiple projects.
• Excellent written and verbal communication with clients and teams.
• Deep understanding of operations management principles and practices.
• Solid business acumen to contribute to strategic decisions and customer experience.

Responsibilities

• Oversee project management by coordinating tasks and timely onboarding projects.
• Define KRAs for team leaders, conduct performance appraisals and feedback sessions to enhance team effectiveness.
• Ensure adherence to attendance records and login times, proactively managing unscheduled absences.
• Cultivate and manage client relationships to generate revenue and ensure client satisfaction.
• Utilize reporting to drive team performance and continuous improvement.

Skills

Project management

Communication

Operations management

Business acumen

Job description

Process Manager - CC plays a pivotal role in ensuring the seamless execution of customer care processes, driving team performance, and maintaining high standards of service excellence. This position is responsible for end-to-end account management, focusing on process adherence, client relationship management, and effective operational oversight to achieve organizational objectives and enhance customer satisfaction.

Key Responsibilities

• 1. Oversee Project Management By Coordinating Operational Tasks And Ensuring Timely Completion Of Onboarding Projects, Aligning With Project Requirements And Statements Of Work.
• 2. Formulate And Monitor Key Result Areas For Team Leaders And Members, Conducting Regular Performance Appraisals And Feedback Sessions To Enhance Team Effectiveness And Meet Service Level Agreements.
• 3. Ensure Adherence To Attendance Records And Login Times, Proactively Managing Unscheduled Absences To Maintain Team Performance And Operational Efficiency.
• 4. Cultivate And Manage Client Relationships, Focusing On Revenue Generation And Ensuring Client Satisfaction Through Effective Communication And Resolution Of Customer Care Requests.
• 5. Utilize Reporting And Management Information To Drive Team Performance, Applying Insights To Achieve Hcltech Project Outcomes And Facilitate Continuous Improvement Efforts.

Skill Requirements

• 1. Strong Project Management Skills With The Ability To Manage Multiple Projects Simultaneously.
• 2. Excellent Written And Verbal Communication Skills To Effectively Interact With Clients And Team Members.
• 3. In-Depth Understanding Of Operations Management Principles And Practices.
• 4. Solid Business Acumen To Contribute To Strategic Decision-Making And Enhance Customer Experience.

Other Requirements

• 1. Optional But Valuable Certifications In Project Management Professional (Pmp) Or Agile Certified Practitioner (Pmi-Acp) Are Recommended For This Position

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.