Service Delivery Lead
: Job Details :

Job Description – Onsite O2C account Lead

Key Objectives:

Best-in class Client Account Management with transformation mindset for larger O2C (Order to cash) project

Proactive environment with ability to read the client pulse and install right actions at right time

Creating Noise Free - Escalation Free atmosphere with agility in people, process and Technology perspective

Go getter trait for execution for new opportunity, transformations, technology interventions etc leveraging expertise of other BU's or peer groups

Ideate, transform, re-structure existing and new programs from Client Partner lens

Market differentiator with unique proposition in the gamut of O2C domain products

Define, coordinate & execute the Go-To-Market programs for business growth working with internal stakeholders for account growth

Design frameworks by working with Client Orgs collaboratively for transforming their business to make it value centric environment

What will this role do?

• Work with O2C project stakeholders across global locations, towards meeting the project goals and objectives, has ability to work with the internal teams providing right solutions to client.
• Ensure excellent Customer Service delivery of all business service, technology solutions and products to clients through effective Project management, Service metrics governance, budget, issue resolution, optimal resourcing, sustaining skill availability from O2C standpoint
• Conduct regular business reviews (MBR's, QBR and ABR's) with customers to gauge the service delivery performance status of each account, identify any potential risks to proactively mitigate
• Act as SPOC for Customer Connect for any account level touch points, during and Post transition steady state operations, growth and transformation
• Act as SPOC for all Customer escalations based at onsite and accountable for Total Customer Experience for larger O2C accounts
• Act as a critical stakeholder for Contract compliance and adherence by meeting all contractual and service level commitments in Customer account level
• Address Service delivery issues arising out of dependence on Customer stakeholders towards meeting Service level metrics, working with internal global teams
• Keep short term, near term and long-term plans specific to customer accounts towards excellent customer experience, driving Value for Customers as well as revenue growth in the account.
• Support the transition team in the design of customer facing reports during transition
• Maintains excellent relationship with Client stakeholders at all key levels
• Ensure contract renewal and with increased TCV mining in new areas within existing accounts

Qualification, Experience and Skill Set:

Engineering Degree with PG Business Course preferably specialized in Supply Chain domain

18+ years of experience in managing large client support O2C engagements with proven Client Management Skills

Experience in participating in process improvement projects (leader/contributor/influencer) preferably lean sigma, Black Belt certified

Excellent leadership quality with ability to manage and get the work done from internal stakeholders and cross functional client stakeholders

Worked at onsite based in USA in similar role preferably for 8+ yrs

Who we are?

We are a group of highly motivated and dynamic individuals supporting a leading Global Automotive Manufacturer for its vehicle software related repairs for dealers and technicians

Provide enhanced rapid response to Product Support and Software Technical Service Support

Our team's principle is to put integrity in everything we do, which is supported by our HCL values

Our culture of fostering creativity, valuing diversity, encouraging ideas and an all-embracing workforce team keeps us competitive and provides equal opportunities for all

We invest in building long lasting relationships with our employees, as we champion a people first culture from within, and support their development and progression in the organization.

About HCL

Over the past decade, HCL has been one of the fastest growing technology companies in the world.

What has been the source of HCL's success? A combination of unparalleled technical expertise and a unique management philosophy called Employees First.

At HCL, employees at all levels of the organization are “Ideapreneurship,” empowered – to develop innovative solutions to operational and customer challenges. As a global company and G2000 organization, HCL Technologies brings IT and engineering services expertise under one roof to solve complex business problems for its clients.

Work life balance is one of the best reasons employees prefer working for HCL. Being considered as one of the best tech companies globally; employees believe that the HCL's brand name not only opens the world of opportunities but also adds value to their professional career.

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to ...@hcltech.com for investigation.

A candidate's pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.