The experience matters

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products, services, and engineering are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships

Responsibilities:

• Lead a team of Analysts and SME's;


• Handle escalation calls if any and be a coach to the team, facilitate trainings and refreshers;


• Be the senior Subject Matter Expert for the team to provide guidance to overall team;


• Be responsible for operational deliverables of the assigned team. Ensure team adhere to TAT and accuracy and manage queues and inquiries as per agreed metrics;


• Identify and lead efforts to execute process improvements and transformation opportunities and drive FMEA's, RCA's;


• Be responsible to produce and manage daily and monthly SLA/KPI reports (performance and business metrics);


• Be the client's first level escalation point for any team member's performance or service level gaps.

Requirements:

• Excellent command of both German and English language (written and verbal);


• Prior experience in one of the following activities: Order Management, Master Data Management, Accounts Receivable, Billing, Accounting / Accounts Payable, Logistic Experience;


• Good listening and comprehension abilities;


• Ability to effectively communicate, probe and understand customer issues and provide first call resolution;


• Good interpersonal and issue resolution skills;


• Strong collaboration and coordination skills;


• Should have team handling skills.

We offer you: