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