Process Manager - Customer Care

Job Summary

We are looking for an experienced Program Manager to join our BPM team. In this position, you will bridge the gap between complex operational problems and streamlined, AI-powered solutions, incorporating process mapping and workflows. You will oversee the complete lifecycle of process management, from initial discovery and detailed mapping (L1–L5) to leading process excellence efforts across OMPF, DSS, and Quality workstreams. Additionally, a central focus of this role is embedding Google Project Light and Google Cloud Academy initiatives into our operational framework, keeping our team at the cutting edge of AI-led business transformation. 

Key Responsibilities

1. Oversee Project Management By Coordinating Operational Tasks And Ensuring Timely Completion Of Onboarding Projects, Aligning With Project Requirements And Statements Of Work.
2. Formulate And Monitor Key Result Areas For Team Leaders And Members, Conducting Regular Performance Appraisals And Feedback Sessions To Enhance Team Effectiveness And Meet Service Level Agreements.
3. Ensure Adherence To Attendance Records And Login Times, Proactively Managing Unscheduled Absences To Maintain Team Performance And Operational Efficiency.
4. Cultivate And Manage Client Relationships, Focusing On Revenue Generation And Ensuring Client Satisfaction Through Effective Communication And Resolution Of Customer Care Requests.
5. Utilize Reporting And Management Information To Drive Team Performance, Applying Insights To Achieve Hcltech Project Outcomes And Facilitate Continuous Improvement Efforts.

Skill Requirements

1. Strategic Process Management & Architecture 

End-to-End Mapping: Lead sessions to document, update, revision control,  maintain comprehensive process maps (L0–L5) for diverse work streams including OMPF, DSS, and Quality.  

Maps repository: Assist in creating a centralized repository of process maps and organize the process library in a manner that best aligns with the business.  

Governance & Approvals: Act as the primary custodian for process documentation; secure formal stakeholder sign-offs, manage revision control, and ensure the centralized process library is intuitive and audit-ready. 

Traceability & Integration: Partner with technical teams to align process steps with system/vector fields (CRM), ensuring our maps are not just visual, but technically integrated into our Agentic AI frameworks. 

Waste elimination: Utilize process improvement guidelines to eliminate waste improving the accuracy and reliability of products and services. 

Process Optimization: Conduct root cause analysis (RCA) and workflow analysis to eliminate bottlenecks, applying Lean Six Sigma methodologies to drive measurable gains in productivity. 

2. AI Enablement practices 

Agentic AI Integration: Actively contribute to initiatives, mapping current frictions and designing To-Be flows that leverage Agentic AI to automate manual tasks. 

AI Risk Assessment: Proactively identify sub-processes where manual intervention poses a risk and design steps for AI-driven mitigations. 

3. Cloud Academy & Knowledge Enablement 

Cloud Academy Governance: Serve as a process subject matter expert for the Cloud Academy. Develop and curate training modules, simplified SOPs, and Quick Start guides based on the latest process maps and BRDs for operational excellence.. 

Validation: Prepare steps to start and structured validations for sales pipeline, for the management to ensure sellers are trained and compliant with new workflows before system implementation. 

Other Requirements

Core Competencies: 

Process Expertise: Demonstrated experience documenting complex processes (L2–L5) using BPMN standards and process mapping software (Lucidchart, Visio, etc.). 

Program Management: Proven ability to manage multiple workstreams (OMPF,DSS, Quality, etc.) simultaneously, ensuring on-time delivery and stakeholder alignment. 

AI/Technical Aptitude: Experience or high-level comfort working with AI frameworks, process mining tools, and data-driven process optimization. 

Communication: Exceptional ability to distill complex technical/process information for diverse audiences (from peer-level staff to executive leadership). 

Self-starter with a team-oriented work style. 

 

Education & Expertise: 

Education: BA/B.com/BBA degree or equivalent experience, 

Certification: Lean Six Sigma (Green/Black Belt) strongly preferred. 

AI Literacy: Proficient in understanding the intersection of human-led processes and automated AI agents; experience collaborating with data and engineering teams to refine AI-driven output.