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 settings.

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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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Strong 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 rapid-paced environment.

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Robust 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