Global Customer Service Ops Leader | Transformation & SLAs

HCLTech; Lisboa; Híbrido; EUR 90 000 - 140 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Private health and life insurance

Hybrid work model

Meal allowance

Resumo da oferta

HCLTech is seeking a Senior Manager – Customer Service Operations to lead a multilingual, global customer service organization. You will drive operational excellence, SLA performance, and cross-functional collaboration across geographies and business units to deliver superior customer experiences.

The role requires a proven track record in transforming customer service operations, managing large teams, and partnering with global clients to achieve strategic outcomes.

Qualificações

• MBA or equivalent postgraduate qualification preferred.
• 10–15+ years of experience in Customer Service or Operations Management.
• Minimum 5 years of experience leading large customer service teams in a global environment.
• Experience managing global clients and service delivery organizations.
• Experience working within complex, matrixed, and multinational business environments.

Responsabilidades

• Lead end-to-end customer service operations supporting multiple geographies and business units.
• Ensure delivery of contractual SLAs, KPIs, quality, productivity, and customer satisfaction targets.
• Establish a culture of operational excellence, accountability, and continuous improvement.
• Drive governance, risk management, and compliance across customer service operations.
• Serve as the primary operational contact for senior client stakeholders.
• Conduct regular governance meetings, business reviews, and performance discussions.
• Build trusted client relationships through proactive communication and solution-oriented engagement.
• Manage service escalations and ensure timely resolution of operational issues.
• Lead, coach, and develop Team Leaders, Operations Managers, and customer service teams.
• Drive employee engagement, succession planning, and talent development.
• Foster a high-performance culture focused on collaboration, ownership, and customer centricity.
• Support hiring, onboarding, and workforce planning activities.
• Monitor and improve operational performance across productivity, quality, customer experience, and financial metrics.
• Analyze operational trends to identify improvement opportunities.
• Partner with Workforce Management, Quality, Training, and HR teams to optimize delivery.
• Lead digital transformation and process improvement initiatives across customer service operations.
• Drive Lean, Six Sigma, automation, AI, and analytics-led operational improvements.
• Identify opportunities to improve customer experience, reduce operational costs, and enhance productivity.
• Lead change management initiatives across global operations.
• Manage operational budgets and financial performance.
• Drive productivity improvements while maintaining service quality.
• Support business growth through operational readiness for new transitions and expansions.

Conhecimentos

Leadership

SLA / KPI Management

Operational Excellence

Transformation & Change Management

Process Improvement

Automation & Digital Transformation

Workforce Planning

Financial & Budget Management

Analytical & Problem-solving

Communication & Presentation

Cross-functional Leadership

Formação académica

MBA or equivalent postgraduate qualification

Ferramentas

ServiceNow

Salesforce

SAP

Genesys

Zendesk

Descrição da oferta de emprego

HCLTech is seeking a Senior Manager – Customer Service Operations to lead a multilingual, global customer service organization. You will drive operational excellence, SLA performance, and cross-functional collaboration across geographies and business units to deliver superior customer experiences.

The role requires a proven track record in transforming customer service operations, managing large teams, and partnering with global clients to achieve strategic outcomes.