Senior Team Lead - Customer Care

HCLTech
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📍 Hyderabad, India

About this role

Job Summary

  • 8–10 years of experience in Order-to-Cash (OTC) billing, including dispute resolution.
  • Strong working knowledge with SAP or any billing related ERP system
  • 3+ years of team management experience with a minimum span of 20-25 resources
  • Exposure to managing Utility Clients will be an added advantage

EDUCATION

  • Bachelor’s degree B. Com/M. Com/MBA (Finance only)

Key Responsibilities

  • Lead to a team of Billing specialists and ensure end to end ownership of Billing Operations
  • Ensure team adherence to KPIs, SLAs on a daily, weekly and monthly basis
  • Drive team productivity as outlined in the performance scorecard
  • Manage staffing requirements daily based on volume inflow
  • Ensure timely and accurate invoice submission by Billing Specialist in line with contractual obligations
  • Act as the primary escalation point for unresolved issues, providing guidance and resolution support to the team.
  • Analyse, review, and approve billing adjustments and corrections to ensure accurate invoicing.
  • Identify and drive process improvements, automation opportunities in existing processes
  • Drive employee engagement and development initiatives for the team
  • Ensure team attrition is effectively managed to avoid any service delivery impact

Skill Requirements

  • Proficient in MS Office (Excel, Word, PowerPoint), with strong analytical skills.
  • Strong customer-centric approach with focus on service excellence.
  • Ability to quickly adapt to new processes and systems
  • Excellent multitasking, prioritization, and problem-solving skills.
  • Strong organizational, time management, and stakeholder management abilities.
  • Effective communication skills with the ability to collaborate across teams and influence outcomes.



Other Requirements

1. Optional But Valuable Certifications In Customer Service Management Or Operations Management.
2. Certification In Lean Six Sigma Or Similar Methodologies Is A Plus

Frequently Asked Questions

Is the salary disclosed for the Senior Team Lead - Customer Care position at HCLTech?
The salary for this Senior Team Lead - 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 Senior Team Lead - Customer Care position at HCLTech located?
This Senior Team Lead - Customer Care role at HCLTech is based in Hyderabad, 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 Senior Team Lead - 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 Senior Team Lead - Customer Care job at HCLTech posted?
This Senior Team Lead - Customer Care position at HCLTech was posted on Aug 4, 2026. Apply as soon as possible — early applications are often reviewed first.
Senior Team Lead - Customer Care
HCLTech
Apply for this role ↗

You'll be redirected to HCLTech's official application page on successfactors.