Senior Manager Operations

HCLTech; Uttar Pradesh; On-site; INR 1,800,000 - 3,600,000; Full time

Job summary

HCLTech in India is seeking an experienced service delivery leader to drive end-to-end O2C and F&A operations, ensuring SLA, quality, and customer satisfaction. You will manage large multi-layer teams, govern client engagements, and lead data-driven improvements.

Responsibilities include governance reviews, escalation management, and driving automation initiatives to enhance efficiency and client experience, while ensuring compliance and risk mitigation.

Qualifications

• Experience in O2C, Customer Service, Record Management, Shared Services, or Finance Operations.
• Managed large-scale F&A/O2C operations with 100+ FTEs.
• Exposure to global clients and service delivery environments.
• Lean Six Sigma certification or continuous improvement experience.
• Proven ownership of service delivery, productivity, quality, customer satisfaction, governance, and financial performance.
• Strong client and stakeholder management experience, including governance reviews and escalations.
• Track record in operational excellence, automation, transformation, and cost optimization initiatives.

Responsibilities

• Lead end-to-end service delivery, ensuring SLA, quality, productivity, and customer satisfaction targets are met.
• Serve as primary client contact for governance, business reviews, escalations, and strategic initiatives.
• Manage large operational teams through managers, team leads, and SMEs.
• Drive operational excellence through performance management, risk mitigation, and continuous improvement.
• Analyze operational performance and implement data-driven solutions.
• Partner with cross-functional teams to improve business outcomes.
• Lead automation and transformation initiatives to enhance efficiency and customer experience.
• Develop leadership capability through coaching, succession planning, and talent development.
• Ensure compliance with organizational, regulatory, and business continuity requirements.

Skills

Large-scale ops

Stakeholder management

Team leadership

Analytical thinking

Operational excellence

SLA governance

Communication skills

O2C familiarity

Job description

Preferred Requirements

• Experience in Order-to-Cash (O2C), Customer Service, Record Management, Shared Services, or Finance Operations.
• Managed large-scale F&A/O2C operations with 100+ FTEs.
• Exposure to global clients and service delivery environments.
• Lean Six Sigma certification or continuous improvement experience.
• Proven ownership of service delivery, productivity, quality, customer satisfaction, governance, and financial performance.
• Strong client and stakeholder management experience, including governance reviews and escalations.
• Track record in operational excellence, automation, transformation, and cost optimization initiatives.

Roles & Responsibilities

• Lead end-to-end service delivery, ensuring SLA, quality, productivity, and customer satisfaction targets are met.
• Serve as primary client contact for governance, business reviews, escalations, and strategic initiatives.
• Manage large operational teams through managers, team leads, and SMEs.
• Drive operational excellence through performance management, risk mitigation, and continuous improvement.
• Analyze operational performance and implement data-driven solutions.
• Partner with cross-functional teams to improve business outcomes.
• Lead automation and transformation initiatives to enhance efficiency and customer experience.
• Develop leadership capability through coaching, succession planning, and talent development.
• Ensure compliance with organizational, regulatory, and business continuity requirements.

Required Skills

• Strong experience managing large-scale operations with accountability for service delivery and client satisfaction.
• Excellent stakeholder, governance, and client management skills.
• Proven ability to lead multi-layered teams in a fast-paced environment.
• Strong analytical, problem-solving, and decision-making capabilities.
• Expertise in operational excellence, process improvement, automation, and transformation.
• Strong knowledge of SLA management, governance, risk management, and escalations.
• Excellent communication, presentation, and leadership skills.
• Experience in Customer Operations, O2C, Finance & Accounting, Record Management, Shared Services, or similar operational domains preferred.