Www.hcltech.comWe 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 workflowsOwn and manage the financial health of customer accounts, including:Monthly Balance Sheet preparation & reviewAccount reconciliationsP&L analysis and variance explanationsPerform financial analysis and reporting to support business and management decisionsLead customer onboarding and offboarding for SAP ECS accounts, coordinating with cross‑functional stakeholdersWork directly with Premium Customers, ensuring a high‑quality, reliable service experienceMonitor customer service metrics, analyze trends, and take proactive actions to improve deliveryMeasure, track, and improve overall customer experience levelsAnalyze support workflows and propose improvements for efficiency and effectivenessManage support operations in a 24x5 model, ensuring smooth workload handovers and SLA complianceDevelop, document, and maintain Standard Operating Procedures (SOPs)Support management with forecasting, budgeting, and performance tracking vs. planLead and support customer service teams through transitions, service introductions, or operational changesCollaborate closely with senior management to align customer service outcomes with company goals✅ What You BringExperience working in an Operations Support modelAdvanced EnglishStrong experience in frontline customer management, including executive‑level interactionsProven experience managing Finance & Accounting aspects of customer accountsHands‑on experience with ITIL processes, including:Incident ManagementService Request ManagementChange ManagementExcellent analytical and problem‑solving skillsHigh attention to detail and accuracy in financial data analysis and reportingStrong verbal and written communication skillsAbility to work independently while collaborating effectively within a teamExperience working in a multinational or cross‑cultural environment Nice to HaveProject management experience in service transition and/or service introductionExperience with common customer service and ITSM toolsExposure to enterprise or SAP‑based customer environmentsPlease submit resumé in English