Strategic Service Delivery Lead - AI & Ops Excellence

HCL Technologies Limited

Taguig

On-site

PHP 900,000 - 1,300,000

Full time

2 days ago

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Job summary

HCL Technologies Limited in Manila is seeking a Service Delivery Lead to drive day-to-day operations and ensure SLA, KPI, and quality targets are met. You will manage teams across client care, build strong client relationships, and lead initiatives in automation and AI-enabled workflow improvements.

The role demands hands-on leadership, strong communication, and a track record of delivering measurable business value in a global environment.

Qualifications

8-12 years of BPO/Digital Process Operations experience.
3-5 years minimum in managing large customer care or shared services teams.
Proven ownership of SLA, KPI, Quality, Productivity, CSAT, and People Metrics.
Experience supporting global clients, especially North American operations.
Experience leading onsite and hybrid workforce models.
Exposure to continuous improvement and automation initiatives.

Responsibilities

Lead day-to-day operations to achieve SLA, KPI, productivity and customer experience.
Own performance management across Customer Care teams.
Identify operational risks and implement mitigations.
Drive RCA and corrective actions for performance gaps.
Ensure compliance with client, HCLTech, and regulatory requirements.
Lead Team Leaders and drive employee engagement and development.
Provide governance updates and client performance insights.
Lead transformation initiatives and measure business benefits.
Champion AI-enabled tools and automation pilots.