HCL - Manager - Process Excellence - US Shifts

Scope:

The position is a management role supporting service accountability for specific shared functions/responsibilities. This role will manage a support team that provides services of simple to medium complexity supporting specific aspects of the business. The main focus of the role is to support the business customers to deliver specific commitments.

This position has leadership and people management responsibilities. This role is accountable for people management and engagement.

The objective of the position is to be accountable for managing specific Delivery Support teams in support of the Delivery business organizations (plan, direct & coordinate support team activities in support of smaller clients and main Customer growth, delivering operational excellence/retention, continued process improvement, etc.); implement business support strategies; and manage internal/external partner relationships. Major component of this role is to ensure quality delivery of the services with high standards and integrity.

Key components of success include - delivering of identified responsibilities to the business units, work with the business unit management to coordinate the delivery of responsibilities, support operational excellence / process improvements, developing strong relationships and teams, cost improvement, maximizing employee/team utilization & productivity, collaborating with internal leaders.

Customer Satisfaction

- Manage effective communications (1:1s, relationship building)

- Provide innovative ideas to help customer achieve their business goals

- Develop and conduct customer communication plan

Services Delivery Excellence

- Deliver operational excellence assess business processes driving efficiencies, continuous & demonstrable improvement of productivity & cost effectiveness

- Manage cross-organizationally; effective communications (written & verbal)

- Effective, efficient resolution of customer (internal) problems/issues, leveraging resources

- Accountable for achievement of financial cost plan; Identify opportunities to improve gross profit through cost management initiatives

- Analyze workflow to ensure efficient and cost-effective operations. Develop / implement process improvements

- Meet all monthly reporting requirements and manage internal control processes

- Workforce planning - analyze workforce utilization & productivity and determine the steps needed to prepare for future staffing needs, while focusing on customer requirements and organizations objectives. Manage resource levels to effectively balance workload to resources and drive productivity & cost improvements.

- Provide updates and management feedback to NAO management

People Management

- Employee Engagement activities - Complete/lead all HR activities for teams including hiring, retention, succession planning, training/development (PDP), performance management (PGP), coaching/counseling, team building, & reward/recognition practices

- Expect, and role model, employee professional & personal development

- Lead Environmental Health & Safety initiatives, training, and/or communications for teams

- Deploy communications to teams and gather feedback for on-going improvement (team mtgs., 1:1s, etc.)

- Meet local HR management responsibilities

Salary Till 16 LPA