HCLTech walk-in for Operations Manager for Invoicing/Billing/Collections project in Hyderabad
Date
: 25th and 26th July'26
Time
: 10AM to 3PM
Address
: Avance Business Hub, Ascendas IT Park
Building H-08, Level 2, Phase 2
HITEC City, Hyderabad – 500081
JOB SUMMARY
This position is responsible for the management of the Back Office and Mid Office processes and teams that includes Billing, Remittance, Credit and Collections, Payment Services, Credit Risk, and Mid Office teams and those processes by utilizing the operational resources responsibly for meeting customer SLA targets and planning areas of improvement and development. This will be demonstrated by the achievement of defined service levels within these teams. They will provide leadership to LOB owners and process leads to develop, motivate and inspire staff to maximize customer experience. Works closely with operations contacts and support groups to define and implement processes that support Back Office and Mid Office operations and objectives.
Essential Duties and Responsibilities
- Responsible for the oversight and process management of the Outbound/ Collections Call staff, various platforms, which includes CRM and Phone System
- Support and provide direction to near-shore and off-shore teams
- Manage and meeting performance targets for average handle time, quality and customer satisfaction
- Daily analytics of team performance and identification of key areas of improvement
- Liaison for LOB Team Leads, Client’s team, other parties to gather information and resolve issues
- Monitor calls and case work to improve quality, minimize errors, and track performance
- Provide leadership and guidance to assigned team leads to ensure the team develops and attains critical and key performance indicators and metrics in a BPO setting
- Monitor both Lead and agent progress against internal and external objectives. Strategic thinker with experience working thru operational challenges and building teams to achi