Company description / JD introduction

• We are HCLTech, one of the fastest-growing large tech companies in the world and home to 220,000 people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering, Cloud and AI.
• The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.

Responsibilities/ Tasks

Operational Responsibilities:

• Act as a customer and internal point of contact for assigned contracts.
• Coordinate external/internal queries and escalations effectively.
• Ensure client feedback is communicated to the management team to drive service improvements.
• Support the asset management database to agreed data quality levels.
• Carry out quality checks to maintain quality standards.
• Achieve contracted SLAs and meet internal KPIs.
• Have general knowledge of internal tools, systems, and platforms.
• Coordinate end-to-end MACD (Move, Add, Change, Delete).
• Liaise between customer and Xerox Supply Chain and logistics teams.
• Maintain up-to-date documentation.
• Plan service improvements, including root cause analysis.
• Coordinate and gather financial data for monthly billing reconciliation.
• Contribute to the P&L performance.
• Provide necessary support for contract change management.
• Adhere to agreed processes.
• Maintain customer relationships.
• Participate in team meetings and provide inputs for day-to-day improvements.
• Manage emails and phone calls professionally and timely.
• Maintain standards when using Hub sites.
• Perform other duties as required.
• Maintain strong working relationships with internal business units.

Education/certification

• Bachelor’s/Master’s Degree: In a related field.

Key Skills Required

• Knowledge of Visio & MS Project.
• Experience with delivering complex projects.
• ITIL (or similar) to minimum foundation level.
• Lean 6 Sigma Qualification (or similar).
• Process and Quality Management.
• Good commercial awareness.
• Communication Skills: Excellent communication skills.
• Collaboration: Ability to work collaboratively and lead in a fast-changing and flexible environment.
• Prioritization: Ability to prioritize activities and tasks effectively.
• Customer Contact: Ability to operate at prime customer contact level.
• Cross-Functional Working: Experience with cross-functional working.
• Office Package: Advanced knowledge of the Office Package.
• Customer Service: Proven track record in delivering high-quality customer service.
• Flexibility: Ability to work in a flexible, fast-changing environment.
• Language Proficiency: Fluent in English and proficiency in Dutch (writing) and English (writing and speaking).