Senior Process Manager

Gurugram, Haryana

Job Summary

Position Overview

The Process Manager for Deal Strategy Support oversees the operational execution, compliance, and strategic alignment of transaction-related workloads, specifically managing the Configure, Price, Quote (CPQ) environment, and real-time support queues. This role acts as a critical liaison between functional teams, team leads, and internal partners to drive operational metrics, handle critical escalation pipelines, and maintain organizational compliance frameworks.

Please Note- Candidate should have minimum 2 years plus of experience in managing Lead to cash or order to cash portfolio – Portfolio size 50+

Key Responsibilities

Core Responsibilities & Current Activities

Operational Governance & Meeting Design:

- Design and maintain Deal Desk governance frameworks, operating models, approval structures, and standard operating procedures.

- Facilitate cross-functional deal review meetings involving Sales, Finance, Legal, Pricing, Commercial Operations, Delivery, and Risk teams.

- Establish meeting cadences, agendas, and review mechanisms to support efficient decision-making throughout the deal lifecycle.

- Lead governance forums for chance reviews, pricing validation, commercial assessments, and deal approvals.

- Ensure adherence to organizational policies, commercial guidelines, pricing frameworks, and contractual standards during deal evaluations.

- Coordinate stakeholder participation and alignment to drive informed and timely deal decisions.

- Prepare and present governance dashboards, decision summaries, meeting materials, action trackers, and performance reports for leadership reviews.

- Monitor governance effectiveness by tracking approval turnaround times, review outcomes, compliance metrics, and process adherence.

- Identify process inefficiencies and drive continuous improvement initiatives to enhance deal velocity, transparency,



and operational consistency.

- Develop standardized governance templates, review checklists, and documentation practices to improve quality and consistency across deal reviews.

- Support leadership reviews by providing insights into pipeline health, deal complexity, pricing trends, commercial considerations, and approval metrics.

- Performance Metrics & Quality Optimization : Directs initiatives to decrease user-gap Dissatisfaction (DSAT) metrics. Leads cross-functional huddles focused on Case Follow-ups and management and establishing logical parameters to differentiate between controllable and uncontrollable DSAT drivers.

- Incident & Escalation Management: Investigates tool and platform discrepancies within real-time communication systems, handling incident management for critical scenarios .

- Knowledge Base Validation: Steers the creation and validation lifecycle (SME Validation, Training Validation, and Quality Validation) for operational updates and internal Knowledge Bases (KB).

- Policy Enforcement: Mandates strict adherence to live chat rules, technical error reporting, case closure schedules (e.g., post-24-hour unresponsiveness policies), and pre-clearance exceptions for high-priority streams like Fast Track deals.

- Resource Coordination: Manages shift coverage, leave distribution architecture (via categorized regional backup sheets), and team huddle alignment down to exact participant timelines and duration tracking.

Skill Requirements

Other Requirements

Required Qualifications & Competencies

- Framework Expertise: Deep operational familiarity with CPQ platforms, Salesforce/Vector service systems, and technical tracking applications (e.g., Buganizer).

- Methodology Proficiency: Competency utilizing structured quality methodologies, such as Fishbone analysis and co-relation studies.

- Strategic Alignment: Proven experience collaborating natively with global cross-app environments and multi-tiered workflow stakeholders.

📌 Senior Process Manager (Gurugram)
🏢 HCLTech
📍 Gurugram