HCLTech is a global technology company, home to 211,000+ people across 52 countries, delivering industry-leading capabilities centered around Digital, Engineering and Cloud and powered by a broad portfolio of technology services and products (from our HCL Software division). We work with clients across all major verticals including Financial Services, Manufacturing, Technology and Services, Telecom and Media, Retail and CPG, Life Sciences and Healthcare and Public Services. Consolidated revenues as of 12 months ending June 20, 2022 totaled $11.8 billion. To learn how we can supercharge progress for you, visit https://jobeax.com/link/tP1smfzZ3SrflBvQ

About the Role

We are seeking an experienced and dynamic Senior Manager – Customer Service Operations to lead a high-performing, multilingual Customer Service organization supporting global operations. The role is responsible for ensuring operational excellence, delivering superior customer experience, driving SLA performance, leading large cross-functional teams, and partnering with global clients to deliver strategic business outcomes.

The ideal candidate will have a strong background in customer service operations, proven leadership experience, and a track record of driving transformation and continuous improvement initiatives.

Key Responsibilities

Operations Leadership

Lead end-to-end customer service operations supporting multiple geographies and business units.
Ensure delivery of contractual SLAs, KPIs, quality, productivity, and customer satisfaction targets.
Establish a culture of operational excellence, accountability, and continuous improvement.
Drive governance, risk management, and compliance across customer service operations.

Client Relationship Management

Serve as the primary operational contact for senior client stakeholders.
Conduct regular governance meetings, business reviews, and performance discussions.
Build trusted client relationships through proactive communication and solution-oriented engagement.
Manage service escalations and ensure timely resolution of operational issues.

People Leadership

Lead, coach, and develop Team Leaders, Operations Managers, and customer service teams.
Drive employee engagement, succession planning, and talent development.
Foster a high-performance culture focused on collaboration, ownership, and customer centricity.
Support hiring, onboarding, and workforce planning activities.

Service Delivery & Performance Management

Monitor and improve operational performance across productivity, quality, customer experience, and financial metrics.
Analyze operational trends to identify improvement opportunities.
Partner with Workforce Management, Quality, Training, and HR teams to optimize delivery.

Transformation & Continuous Improvement

Lead digital transformation and process improvement initiatives across customer service operations.
Drive Lean, Six Sigma, automation, AI, and analytics-led operational improvements.
Identify opportunities to improve customer experience, reduce operational costs, and enhance productivity.
Lead change management initiatives across global operations.

Financial & Business Management

Manage operational budgets and financial performance.
Drive productivity improvements while maintaining service quality.
Support business growth through operational readiness for new transitions and expansions.

Required Qualifications

MBA or equivalent postgraduate qualification is preferred.
10–15+ years of experience in Customer Service or Operations Management.
Minimum 5 years of experience leading large customer service teams in a global environment.
Experience managing global clients and service delivery organizations.
Experience working within complex, matrixed, and multinational business environments.

Required Skills & Competencies

Customer Service Operations Management
People Leadership & Talent Development
Client Relationship & Stakeholder Management
SLA / KPI Management
Operational Excellence
Transformation & Change Management
Process Improvement (Lean / Six Sigma preferred)
Automation & Digital Transformation
Workforce Planning
Financial & Budget Management
Strong analytical and problem-solving skills
Excellent communication and presentation skills
Ability to lead cross-functional and multicultural teams

Preferred Experience

Experience supporting global or regional shared services/BPO operations.
Exposure to CRM and customer service platforms such as ServiceNow, Salesforce, SAP, Genesys, Zendesk, or similar technologies.
Experience implementing AI, automation, or digital transformation initiatives.
Experience managing multilingual customer service teams across Europe.
Experience leading customer-facing operations in large enterprise environments.

Success Measures

Consistent achievement of contractual SLAs and KPIs
High customer satisfaction and stakeholder engagement
Improved operational efficiency and productivity
Successful execution of transformation initiatives
Strong employee engagement and talent retention
Delivery of continuous improvement and cost optimization programs

Required Language Thresholds

English: B2 Level

Why Us

Permanent contract
Competitive salary
Private health and life insurance from day one in the company
Hybrid Work Module
Meal allowance on card/voucher

Equality & Opportunity for All

Representing 165 nationalities across the globe, we pride ourselves on being 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.

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Senior Manager - Customer Service Operations

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