BPO Leader- OTC

Company: HCL America, Inc.
Location: Dayton
Posted on: April 10, 2021

Job Description:

HCL America is hiring! Featured in Forbes 2020 World's Best Employers! We are a global outsourcing company with over 150,000 employees in 45 countries. We offer industry-leading benefits at very low cost to our employees- including comprehensive medical plans, dental, vision, 401K with employer matching, paid vacation, and much, much more. Overview of role, purpose, and scope The role is a key business role responsible for delivering the SLA for OTC. The role is responsible for ensuring the financial integrity of the processes managed, the controls compliance and the day-to-day operational efficiencies required to run a multi-country environment. The span of control begins with the data entry of an Order and finishes with the cash receipts of a transaction being accurately received and matched in a timely manner. He/She will be responsible to manage delivery across sub-functions like Contract Management Order Entry (Originations & PO), Master Data Management, Billing, Collections & Cash Applications across cores or office assigned. The purpose of the role is to be the main interface to the client from HCL stand point, managing the interaction between the Client Partners and HCL OTC Functional Service Unit, delivering the service levels agreed, the cost structure determined and the operational targets deployed. The role is expected to bring best-in-class initiatives to drive year-over-year productivity, automation and suggested systems enhancements ensuring the longevity of the operation, organization optimization and continuous improvement expectations. --- Key components of success will include:1. Delivering operational excellence - SLA's2. Delivery of cost initiatives3. Achievement of operational targets - KPI's4. Customer satisfaction and retention results -5. Leadership and employee retention - Employee Satisfaction & Motivation6. Strong relationships (internally & externally) with senior leaders. - 360-degree feedback Key Responsibilities -- Strategic work face planning in a multi-lingual environment. -- Operational excellence.o Achievement of monthly Operational Targets (e.g. Gross DSO, costs etc.)o Process Improvement actions to continuously improve.o Input into strategic decisions that affect functional area of responsibility -- Work load planning and process re-engineering to define Best in Class levels for each process managedo Process Automation programs - owning the resultso Elimination of varianceo Lean and Six Sigma analysis of process gaps -- Ensure full compliance with all Controls metricso Internal controls within Customer Administration and Sarbanes Oxley controls.o Year over year controls improvement e.g. proportion of N rated controls reduces -- Customer Satisfaction and Retention planning.o Meeting the retention targetso Delivery of the Loyalty ratios -- Client Relationship Managemento Effective and efficient resolution of client/customer reported issueso Proactive solution generation to reduce querieso Reactive management to effectively close Customer complaints against SLA's Background, skills, experience and qualifications -- This person ideally has 15+ years or more of progressively responsible leadership experience, managing complex administration operations in a multinational organization-- Strategic thinker and planner-- Effective in building relationships with constituencies and subordinates.-- Excellent written and verbal communication skills-- Deep understanding of Customer Administration organizations.-- Proficient in causal analysis and utilization-- Demonstrated experience in planning operations and management-- Demonstrated ability to effectively control a complex operation against existing processes and SLA's-- Demonstrated ability to implement Process Improvement framework

Keywords: HCL America, Inc., Trenton , BPO Leader- OTC, Other , Dayton, New Jersey