Senior Process Manager-Voice

HCLTech; Dadri; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

HCL Technologies Limited in India seeks a Senior Process Manager-Voice to oversee daily deliverables, revenue targets, and team development within the voice process domain. The role emphasizes SLA compliance, cost control, and strategic alignment with organizational goals.

The candidate will drive continuous improvement, ensure regulatory and risk controls, and lead initiatives for new business transitions, shaping performance and client satisfaction.

Responsibilities

• 1. Ensure that all daily deliverables are completed on time and meet the agreed accuracy standards as per the Service Level Agreement (SLA). Participate in creation, renewal, and sign-off of SLAs.
• 2. Forecast monthly rolling revenue and ensure targets are met. Manage costs within agreed budgets and identify new business opportunities within existing client groups.
• 3. Monitor attrition rates, promote employee development through comprehensive training programs and professional growth opportunities to enhance skills and performance.
• 4. Align team goals with organizational objectives; run management initiatives to achieve results. Ensure regulatory and risk controls, develop additional controls as needed, and oversee transitions for new business acquisitions.
• 5. Maintain a strategic overview and foster a collaborative environment; drive continuous improvement and operational excellence within the Voice Process domain.

Job description

Career Opportunities: Senior Process Manager-Voice (155853)

Requisition ID155853-Posted11/06/2026

The purpose of this role is to ensure timely and accurate deliverables, manage financial targets, foster team development, align goals with organizational objectives, and maintain compliance with regulatory standards.

Key Responsibilities

• 1. To Ensure That All Daily Deliverables Are Completed On Time And Meet The Agreed Accuracy Standards As Per The Service Level Agreement (Sla). This Role Actively Participates In The Creation, Renewal, And Sign-Off Of Slas To Ensure They Reflect Operational Capabilities And Client Expectations.
• 2. Responsible For Forecasting Monthly Rolling Revenue And Ensuring That Targets Are Met. Manage Costs Efficiently Within Agreed Budgets And Continuously Identify New Business Opportunities Within Existing Client Groups.
• 3. Closely Monitor And Manage Attrition Rates, Ensuring They Remain Within Targets. Promote Employee Development Through Comprehensive Training Programs And Professional Growth Opportunities To Enhance Skills And Performance.
• 4. Aligning Team Goals With Organizational Objectives Is A Key Focus For This Role, And They Efficiently Run Management Initiatives To Achieve The Desired Results. Ensures Compliance With All Regulatory And Risk Controls, Developing Additional Controls As Needed, And Overseeing Transitions For New Business Acquisitions.
• 5. By Maintaining A Strategic Overview And Fostering A Collaborative Environment, The Senior Process Manager Drives Continuous Improvement And Operational Excellence Within The Voice Process Domain.