Preferred Requirements
Experience in Order-to-Cash (O2C), Customer Service, Record Management, Shared Services, or Finance Operations.
Managed large-scale F&A;/O2C operations with 100+ FTEs.
Exposure to global clients and service delivery environments.
Lean Six Sigma certification or continuous improvement experience.
Proven ownership of service delivery, productivity, quality, customer satisfaction, governance, and financial performance.
Robust client and stakeholder management experience, including governance reviews and escalations.
Track record in operational excellence, automation, transformation, and cost optimization initiatives.

Roles & Responsibilities
Lead end-to-end service delivery, ensuring SLA, quality, productivity, and customer satisfaction targets are met.
Serve as primary client contact for governance, business reviews, escalations, and strategic initiatives.
Manage large operational teams through managers, team leads, and SMEs.
Drive operational excellence through performance management, risk mitigation, and continuous improvement.
Analyze operational performance and implement data-driven solutions.




Partner with cross-functional teams to improve business outcomes.
Lead automation and transformation initiatives to enhance efficiency and customer experience.
Develop leadership capability through coaching, succession planning, and talent development.
Ensure compliance with organizational, regulatory, and business continuity requirements.

Required Skills
Strong experience managing large-scale operations with accountability for service delivery and client satisfaction.
Excellent stakeholder, governance, and client management skills.
Proven ability to lead multi-layered teams in a fast-paced environment.
Solid analytical, problem-solving, and decision-making capabilities.
Expertise in operational excellence, process improvement, automation, and transformation.
Solid knowledge of SLA management, governance, risk management, and escalations.
Excellent communication, presentation, and leadership skills.
Experience in Customer Operations, O2C, Finance & Accounting, Record Management, Shared Services, or similar operational domains preferred.

📌 Senior Manager Operations Lucknow
🏢 HCLTech
📍 Lucknow