職務内容：

About HCLTech
HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit www.hcltech.com

Senior Process Manager - Voice

Job Summary
The purpose of this role is to ensure timely and accurate deliverables, manage financial targets, foster team development, align goals with organizational objectives, and maintain compliance with regulatory standards.

• Key Responsibilities
  1. To Ensure That All Daily Deliverables Are Completed On Time And Meet The Agreed Accuracy Standards As Per The Service Level Agreement (Sla). This Role Actively Participates In The Creation, Renewal, And Sign-Off Of Slas To Ensure They Reflect Operational Capabilities And Client Expectations.
  2. Responsible For Forecasting Monthly Rolling Revenue And Ensuring That Targets Are Met. Manage Costs Efficiently Within Agreed Budgets And Continuously Identify New Business Opportunities Within Existing Client Groups.
  3. Closely Monitor And Manage Attrition Rates, Ensuring They Remain Within Targets. Promote Employee Development Through Comprehensive Training Programs And Professional Growth Opportunities To Enhance Skills And Performance.
  4. Aligning Team Goals With Organizational Objectives Is A Key Focus For This Role, And They Efficiently Run Management Initiatives To Achieve The Desired Results. Ensures Compliance With All Regulatory And Risk Controls, Developing Additional Controls As Needed, And Overseeing Transitions For New Business Acquisitions.
  5. By Maintaining A Strategic Overview And Fostering A Collaborative Environment, The Senior Process Manager Drives Continuous Improvement And Operational Excellence Within The Voice Process Domain.