Process Manager - Customer Care
About this role
Job Summary
Process Manager - CC plays a pivotal role in ensuring the seamless execution of customer care processes, driving team performance, and maintaining high standards of service excellence. This position is responsible for end-to-end account management, focusing on process adherence, client relationship management, and effective operational oversight to achieve organizational objectives and enhance customer satisfaction.
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.
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. Strong Project Management Skills With The Ability To Manage Multiple Projects Simultaneously.
2. Excellent Written And Verbal Communication Skills To Effectively Interact With Clients And Team Members.
3. In-Depth Understanding Of Operations Management Principles And Practices.
4. Solid Business Acumen To Contribute To Strategic Decision-Making And Enhance Customer Experience.
2. Excellent Written And Verbal Communication Skills To Effectively Interact With Clients And Team Members.
3. In-Depth Understanding Of Operations Management Principles And Practices.
4. Solid Business Acumen To Contribute To Strategic Decision-Making And Enhance Customer Experience.
Other Requirements
1. Optional But Valuable Certifications In Project Management Professional (Pmp) Or Agile Certified Practitioner (Pmi-Acp) Are Recommended For This Position
Frequently Asked Questions
Is the salary disclosed for the Process Manager - Customer Care position at HCLTech?
The salary for this Process Manager - Customer Care role at HCLTech is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Process Manager - Customer Care position at HCLTech located?
This Process Manager - Customer Care role at HCLTech is based in Noida, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
How do I apply for the Process Manager - Customer Care position at HCLTech?
Click the "Apply Now" button on this page. You will be redirected to HCLTech's official application portal hosted on successfactors where you can submit your application directly.
When was the Process Manager - Customer Care job at HCLTech posted?
This Process Manager - Customer Care position at HCLTech was posted on Sep 29, 2026. Apply as soon as possible — early applications are often reviewed first.
Process Manager - Customer Care
HCLTech
You'll be redirected to HCLTech's official application page on successfactors.