Gurugram, Haryana

Job Summary

We are looking for an experienced Program Manager to join our BPM team. In this position, you will bridge the gap between complex operational problems and streamlined, AI-powered solutions, incorporating process mapping and workflows. You will oversee the complete lifecycle of process management, from initial discovery and detailed mapping (L1-L5) to leading process excellence efforts across OMPF, DSS, and Quality workstreams. Additionally, a central focus of this role is embedding Google Project Light and Google Cloud Academy initiatives into our operational framework, keeping our team at the cutting edge of AI-led business transformation.

Key Responsibilities

1. Oversee Project Management By Coordinating Operational Tasks And Ensuring Timely Completion Of Onboarding Projects, Aligning With Project Requirements And Statements Of Work.

2. Formulate And Monitor Key Result Areas For Team Leaders And Members, Conducting Regular Performance Appraisals And Feedback Sessions To Enhance Team Effectiveness And Meet Service Level Agreements.

3.



Ensure Adherence To Attendance Records And Login Times, Proactively Managing Unscheduled Absences To Maintain Team Performance And Operational Efficiency.

4. Cultivate And Manage Client Relationships, Focusing On Revenue Generation And Ensuring Client Satisfaction Through Effective Communication And Resolution Of Customer Care Requests.

Skill Requirements

1. Strategic Process Management & Architecture

End-to-End Mapping: Lead sessions to document, update, revision control, maintain comprehensive process maps (L0-L5) for diverse work streams including OMPF, DSS, and Quality.

Maps repository: Assist in creating a centralized repository of process maps and organize the process library in a manner that best aligns with the business.

Governance & Approvals: Act as the primary custodian for process documentation; secure formal stakeholder sign-offs, manage revision control, and ensure the centralize

📌 Process Manager (Gurugram)
🏢 HCLTech
📍 Gurugram