Job Description

Preferred Requirements

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

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- Lead end-to-end service delivery, ensuring SLA, quality, productivity, and customer satisfaction targets are met.
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- Serve as primary client contact for governance, business reviews, escalations, and strategic initiatives.
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- Manage large operational teams through managers, team leads, and SMEs.
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- Drive operational excellence through performance management, risk mitigation, and continuous improvement.
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- Analyze operational performance and implement data-driven solutions.
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- Partner with cross-functional teams to improve business outcomes.
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- Lead automation and transformation initiatives to enhance efficiency and customer experience.
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- Develop leadership capability through coaching, succession planning, and talent development.
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- Ensure compliance with organizational, regulatory, and business continuity requirements.
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Required Skills

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