Senior Manager – Customer Service Operations

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 a global technology company, home to 211,000+ people across 52 countries, delivering industry-leading capabilities centered around Digital, Engineering and Cloud and powered by a broad portfolio of technology services and products (from our HCL Software division). We work with clients across all major verticals including Financial Services, Manufacturing, Technology and Services, Telecom and Media, Retail and CPG, Life Sciences and Healthcare and Public Services. Consolidated revenues as of 12 months ending June 20, 2022 totaled $11.8 billion. To learn how we can supercharge progress for you, visit hcltech.com

About the Role

We are seeking an experienced and dynamic Senior Manager – Customer Service Operations to lead a high-performing, multilingual Customer Service organization supporting global operations. The role is responsible for ensuring operational excellence, delivering superior customer experience, driving SLA performance, leading large cross-functional teams, and partnering with global clients to deliver strategic business outcomes.

The ideal candidate will have a strong background in customer service operations, proven leadership experience, and a track record of driving transformation and continuous improvement initiatives.

Key Responsibilities

Operations Leadership

• 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.

Client Relationship Management

• 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.

Service Delivery & Performance Management

• 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.

Financial & Business Management

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

Required Qualifications

• MBA or equivalent postgraduate qualification is 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.
• Customer Service Operations Management
• Client Relationship & Stakeholder Management
• SLA / KPI Management
• Operational Excellence
• Transformation & Change Management
• Process Improvement (Lean / Six Sigma preferred)
• Automation & Digital Transformation
• Workforce Planning
• Financial & Budget Management
• Strong analytical and problem-solving skills
• Excellent communication and presentation skills
• Ability to lead cross‑functional and multicultural teams

Preferred Experience

• Experience supporting global or regional shared services/BPO operations.
• Exposure to CRM and customer service platforms such as ServiceNow, Salesforce, SAP, Genesys, Zendesk, or similar technologies.
• Experience implementing AI, automation, or digital transformation initiatives.
• Experience managing multilingual customer service teams across Europe.
• Experience leading customer‑facing operations in large enterprise environments.

Success Measures

• Consistent achievement of contractual SLAs and KPIs
• High customer satisfaction and stakeholder engagement
• Improved operational efficiency and productivity
• Successful execution of transformation initiatives
• Strong employee engagement and talent retention
• Delivery of continuous improvement and cost optimization programs

Why Us

• Permanent contract
• Private health and life insurance from day one in the company
• Hybrid Work Module
• Meal allowance on card/voucher

Equality & Opportunity for All

Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law.