Manager – Customer Service Operations

HCLTech; Kraków; Híbrido; PLN 180.000 - 260.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Life insurance

Private medical care

MultiSport Card

Glasses subsidy

Language course subsidy

Holiday bonuses

Career path growth

Descripción de la vacante

HCL Technologies Limited is seeking a seasoned Manager – Customer Service Operations to lead a multilingual, global team for MedTech clients. You will drive operational excellence, governance, and strategic client partnerships in a fast-paced environment.

You will oversee service delivery, performance management, and workforce planning while advancing Lean, automation, and digital transformation initiatives across international operations.

Formación

• 10–12+ years in Customer Service or Operations Management.
• At least 5 years leading large customer service teams in a global environment.
• Experience in Medical Devices, Healthcare, Life Sciences, or MedTech mandatory.
• Proven ability to manage global clients and service delivery organizations.

Responsabilidades

• Oversee end-to-end customer service operations across geographies and units.
• Ensure SLAs, KPIs, quality, productivity, and customer satisfaction targets.
• Lead governance, risk management, and compliance in operations.
• Manage senior client stakeholder interfaces, governance meetings, and business reviews.
• Lead, mentor, and develop Team Leaders and Operations Managers.
• Drive Lean, Six Sigma, automation, and AI for process improvements.
• Oversee budgeting and financial performance; support growth initiatives.

Conocimientos

Operations leadership

MedTech industry expertise

Global client management

SLA/KPI management

Digital transformation

Automation & AI

People development

Budget management

Herramientas

SAP CRM

ServiceNow

Genesys

Descripción del empleo

HCLTech is a global technology company, home to more than 227,000 people across 60 countries, delivering industry-leading capabilities centered around AI, digital, engineering, cloud and software, 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 & Services, Semiconductor, Telecom and Media, Retail and CPG, Mobility and Public Services. Consolidated revenues as of 12 months ending March 2026 totaled $14.7B

Overview of the Role

As Manager – Customer Service Operations, you will lead a high-performing, multilingual team supporting global MedTech operations. Your leadership will ensure operational excellence, superior customer experiences, and adherence to service-level agreements (SLAs) in a dynamic, fast-paced environment. This pivotal role will drive transformation, foster client partnerships, and deliver strategic business results for HCLTech’s MedTech clients.

Detailed Responsibilities

Operations Leadership

• Oversee end-to-end customer service operations across multiple geographies and business units.
• Ensure achievement of contractual SLAs, KPIs, quality, productivity, and customer satisfaction targets.
• Cultivate a culture of operational excellence, accountability, and continuous improvement.
• Implement governance, risk management, and compliance practices within customer service operations.

Client Relationship Management

• Serve as the primary operational interface for senior client stakeholders.
• Conduct regular governance meetings, business reviews, and performance assessments.
• Build and maintain trusted client relationships through proactive communication and solution-oriented engagement.
• Manage service escalations, ensuring prompt and effective resolution of operational issues.
• Lead, mentor, and develop Team Leaders, Operations Managers, and customer service teams.
• Drive employee engagement, succession planning, and talent development initiatives.
• Foster a high-performance culture emphasizing collaboration, ownership, and customer centricity.
• Oversee hiring, onboarding, and workforce planning activities.

Service Delivery & Performance Management

• Monitor and enhance operational performance across productivity, quality, customer experience, and financial metrics.
• Analyze operational trends and identify opportunities for improvement.
• Collaborate with Workforce Management, Quality, Training, and HR teams to optimize service delivery.
• Lead digital transformation and process improvement projects across customer service operations.
• Drive Lean, Six Sigma, automation, AI, and analytics-led operational enhancements.
• Identify and implement opportunities to improve customer experience, reduce costs, and boost productivity.
• Lead change management initiatives across global operations.

Financial & Business Management

• Manage operational budgets and financial performance.
• Drive productivity improvements while maintaining high service quality.
• Support business growth through operational readiness for new transitions and expansions.

Skill Requirements

Essential Qualifications

• 10–12+ years of experience in Customer Service or Operations Management.
• At least 5 years of experience leading large customer service teams in a global environment.
• Demonstrated experience in the Medical Devices, Healthcare, Life Sciences, or MedTech industry (mandatory).
• Strong background in managing global clients and service delivery organizations.

Technical and Leadership Skills

• Expertise in Customer Service Operations Management.
• Deep knowledge of MedTech / Healthcare industry practices.
• Proven People Leadership & Talent Development capabilities.
• Proficiency in SLA / KPI Management and Operational Excellence.
• Experience in Transformation & Change Management.
• Process Improvement proficiency (Lean / Six Sigma preferred).
• Skills in Automation & Digital Transformation.
• Workforce Planning and Financial & Budget Management expertise.
• Excellent analytical, problem-solving, communication, and presentation skills.
• Ability to lead and inspire cross-functional, multicultural teams.

Other Requirements (Optional)

• Experience supporting global or regional shared services/BPO operations.
• Familiarity with CRM platforms such as SAP, ServiceNow, Genesys, or similar technologies.
• Proven track record in implementing AI, automation, or digital transformation initiatives.
• Experience managing multilingual customer service teams across Europe.
• Life insurance
• Private medical care
• MultiSport Card
• Subsidy for glasses
• Subsidy to language courses
• Christmas and holiday bonuses
• Clear career path in a growing multinational organization