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 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 environmentsPlease submit resumé in English