Www.Hcltech.Com
We are looking for an experienced Customer Operations & Finance Support professional to join our team and play a key role in managing premium enterprise customer accounts within a structured ITIL‑based operations model.
This role combines customer service leadership, finance & accounting ownership, and IT service management, making it ideal for someone who enjoys working across functions, engaging with senior stakeholders, and driving operational excellence in a multinational environment.
Your role and responsabilities:
* Create, update, and manage customer data within internal ITIL tools to support end‑to‑end service workflows
* Own and manage the financial health of customer accounts, including:
* Monthly Balance Sheet preparation & review
* Account reconciliations
* P&L analysis and variance explanations
* Perform financial analysis and reporting to support business and management decisions
* Lead customer onboarding and offboarding for SAP ECS accounts, coordinating with cross‑functional stakeholders
* Work directly with Premium Customers, ensuring a high‑quality, reliable service experience
* Monitor customer service metrics, analyze trends, and take proactive actions to improve delivery
* Measure, track, and improve overall customer experience levels
* Analyze support workflows and propose improvements for efficiency and effectiveness
* Manage support operations in a 24x5 model, ensuring smooth workload handovers and SLA compliance
* Develop, document, and maintain Standard Operating Procedures (SOPs)
* Support management with forecasting, budgeting, and performance tracking vs. plan
* Lead and support customer service teams through transitions, service introductions, or operational changes
* Collaborate closely with senior management to align customer service outcomes with company goals
✅ What You Bring
* Experience working in an Operations Support model
* Advanced English
* Strong experience in frontline customer management, including executive‑level interactions
* Proven experience managing Finance & Accounting aspects of customer accounts
* Hands‑on experience with ITIL processes, including:
* Incident Management
* Service Request Management
* Change Management
* Excellent analytical and problem‑solving skills
* High attention to detail and accuracy in financial data analysis and reporting
* Strong verbal and written communication skills
* Ability to work independently while collaborating effectively within a team
* Experience working in a multinational or cross‑cultural environment
🌟 Nice to Have
* Project management experience in service transition and/or service introduction
* Experience with common customer service and ITSM tools
* Exposure to enterprise or SAP‑based customer environments
Please submit resumé in English