Senior Manager – Customer Service Operations

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 hcltech.comAbout the RoleWe are seeking an experienced and dynamic Senior Manager – Customer Service Operations to lead a high-performing, multilingual Customer Service organization supporting global MedTech 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 MedTech customer service operations, proven leadership experience, and a track record of driving transformation and continuous improvement initiatives.Key ResponsibilitiesOperations LeadershipLead 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 ManagementServe 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 LeadershipLead, 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 ManagementMonitor 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 ImprovementLead 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 ManagementManage operational budgets and financial performance.Drive productivity improvements while maintaining service quality.Support business growth through operational readiness for new transitions and expansions.Required QualificationsMBA 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 in the Medical Devices, Healthcare, Life Sciences, or MedTech industry is mandatory.Strong experience managing global clients and service delivery organizations.Required Skills & CompetenciesCustomer Service Operations ManagementMedTech / Healthcare Industry ExpertisePeople Leadership & Talent DevelopmentClient Relationship & Stakeholder ManagementSLA / KPI ManagementOperational ExcellenceTransformation & Change ManagementProcess Improvement (Lean / Six Sigma preferred)Automation & Digital TransformationWorkforce PlanningFinancial & Budget ManagementStrong analytical and problem-solving skillsExcellent communication and presentation skillsAbility to lead cross-functional and multicultural teamsPreferred ExperienceExperience supporting global or regional shared services/BPO operations.Exposure to CRM platforms such as SAP, ServiceNow, Genesys, or similar customer service technologies.Experience implementing AI, automation, or digital transformation initiatives.Experience managing multilingual customer service teams across EuropeSuccess MeasuresConsistent achievement of contractual SLAs and KPIsHigh customer satisfaction and stakeholder engagementImproved operational efficiency and productivitySuccessful execution of transformation initiativesStrong employee engagement and talent retentionDelivery of continuous improvement and cost optimization programsRequired Language ThresholdsEnglish: B2 LevelWhy UsPermanent contractCompetitive salaryPrivate health and life insurance from day one in the companyHybrid Work ModuleMeal allowance on card/voucherEquality & Opportunity for AllRepresenting 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.Candidate Privacy Notice: https://www.hcltech.com/candidate-privacy-notice