Lead - Service Delivery/Order To Cash - BPO/ITeS/KPO

Service Delivery Lead- OTC

Roles & Responsibilities:

As a delivery head, responsible for:

- Tower leader with over 20+ years of relevant experience. He/she will be responsible for managing a tower supporting the Multiple Geographies. Experience in Robotics/Six Sigma/Quality.

- Conceptualizing and implementing business plans in tandem with the vision of the business unit and the organization

- Focus on quality service delivery enhance the client satisfaction score and manage profitable growth

Transition:

- Evaluation and prioritization of business processes for offshore service delivery

- Interface with client teams to evolve a suitable transition approach

- Oversee knowledge transfer

- Manage the relationship with the client business heads

Operations:

- Manage service delivery and meet customer requirements as per agreed SLAs.

- Should ensure Customer satisfaction & Operational excellence

- Function as point of escalation for all delivery issues

- Build and manage excellent business relationships with internal/external customer groups, peers and senior management

- Ensure training & developmental plan for all the team members

Transformation:

- Innovate and Improvise on processes with hard targets for process improvements

- Evaluate process changes feasibility and work closely with the client to implement changes

- Driving Quality initiatives including Kaizen, Lean, Six Sigma etc.

- Imbibe HCL's culture of focus on 'value' in the team with implementation of Value Portal

- Work with Transformation Board for generation, evaluation and implementation of big ticket ideas

Skill set:

Necessary Skills:

- Deep domain expertise in OTC ; especially Collections, Cash Applications, Billing & order management and data management.

- Excellent inter personal and people management skills, with an ability to lead the team from the front; should have handled large teams (1000+ FTEs)

- Good understanding (preferably hands on work experience) in ERP systems like SAP, Oracle, JDE etc.,

- Good Analytical Skills Excellent Communications skills, both verbal and Non-Verbal

Desired Skill Sets/Preferred Attributes:

- Good knowledge of Quality Principles and Six Sigma certification.

- Should have transitioned at least two to three projects