Job Summary

Must Haves:

-
12+ years of operations experience in service industry

- Proven experience managing large-scale customer service teams or service desks (preferred).

- Strong client-facing skills with exceptional communication, negotiation, and conflict management capabilities. Demonstrated ability to socialize and present analytical insights, proposals, and strategies to executive leadership using metrics-driven arguments.

- Track record of cross-functional leadership and general management expertise within a matrixed organizational structure.

- Proven ability to drive business performance and growth through strong analytical acumen, thought leadership, an agile mindset, and a proactive attitude.

- Excellent communication and facilitation skills with a history of building strong stakeholder relationships.

- Effective people manager demonstrating the highest standards of integrity.

- Experience in global roles and large-scale operational transitions (preferred).

- Demonstrated success in building high-performing operations teams during business transitions (preferred).

- Distinctive problem-solving and project management skills, including experience executing complex strategic and operational initiatives.

- Strong business acumen with the ability to influence key stakeholders across a complex business environment while balancing attention to detail across simultaneous projects.

- Data-driven decision maker with a keen eye for detail, capable of proactively identifying operational risks and implementing mitigation plans.

- Strong analytical skills with the ability to synthesize data into actionable strategic recommendations. Successful track record of attracting, inspiring, retaining, and developing leaders and team members within large teams.

- Ability to streamline processes and establish efficient workflows, driving cross-functional alignment across Engineering, Product, Marketing, and Business Development teams.

- Strong sense of ownership and accountability for overall team performance, SLA adherence, and KPI delivery.

Key Responsibilities





Areas of Responsibility:

Stakeholder/Business Management:

- Deliver on financial and non-financial business goals.

- Prepare and present process performance metrics to key stakeholders.

- Lead and participate in governance discussions and management forums with clients.

- Identify key cost drivers and optimize operational expenditures.

- Proactively identify business expansion opportunities with the customer.

- Identify growth potential and achieve headcount and delivery expansion targets.

- Anticipate future business needs and actively participate in talent acquisition.

- Share value-add initiatives and best practices across various operational teams.

- Adopt and implement industry best practices across processes and business verticals.

- Drive process enhancements to boost overall revenue growth.

- Manage revenue forecasting and financial tracking.

- Oversee contractual agreements and statement of work compliance.

Customer Relationship Management:

- Nurture client relationships through clear, consistent communication and regular weekly/monthly business reviews.

- Collaborate with customers to resolve operational challenges and Critical to Quality (CTQ) delivery issues.

- Lead client meetings to proactively identify risks and mitigate potential issues.

- Manage and resolve customer escalations with urgency and thoroughness.

- Identify creative solution approaches to fulfill emerging client needs and enhance existing service offerings.

- Analyze customer feedback periodically to drive action plans aimed at improving satisfaction scores.

Process Improvements and Adherence:





- Ensure strict adherence to organizational and industry compliance standards and quality benchmarks.

- Initiate and lead process improvement projects to elevate overall operational efficiency.

- Identify and execute automation opportunities to streamline operational tasks.

Project Control, Management and Review / Program delivery:

- Guide the team to meet process SLAs, productivity goals, and quality targets within defined timelines.

- Maintain robust documentation and manage seamless knowledge transfer according to project timelines.

- Partner with internal support functions to secure necessary IT/infrastructure tools and ensure zero downtime.

- Plan for infrastructure and resource requirements in alignment with projected business growth.

- Optimize resource utilization and schedule end-to-end operational workflows.

- Forecast staffing needs based on volume projections and headcounts, ensuring efficient work allocation.

- Perform forward-looking strategic planning across process delivery, team development, and client engagement.

- Develop toolings, workflow enhancements, and operational frameworks.

- Foster a culture of proactive risk identification and mitigation across operations.

People/Team:

- Provide clear leadership, mentorship, and career guidance to team members.

- Promote continuous learning, upskilling, and knowledge management practices within the team.

- Conduct performance appraisals and feedback cycles for direct reports.

- Manage attrition risks through skip-level meetings, tailored engagement initiatives, and structured retention plans.

- Identify training requirements for direct reports and ensure technical/domain skill gaps are addressed.

- Participate in organization-wide initiatives including recruitment drives and leadership development programs.

- Cascading leadership updates and strategic vision through regular team meetings and town halls.

Skill Requirements

Education: Bachelor's degree required; Master's/Postgraduate degree preferred.

Must Have Skill

Communication Skills

Good to Have Skill

Other Requirements

📌 Service Delivery Lead (India)
🏢 HCLTech
📍 India