Service Delivery Lead

Job Description

Service Delivery Lead

Chennai, Tamil Nadu

Job Summary

• should have understanding of end to end Order to Cash (OTC) operations and SME expertise and experience in B2B Collections/ Credit Control team
• should have experience as Individual Contributor and Team Lead/ Manager in outbound Colections and Credits team
• should have good experience & understanding of Collections strategy , Ledger account maintance and month end AR reporting
• should have expertise in tracking, managing and reporting performance and business metrics for Collections and Credits

15+ yrs exp

Key Responsibilities

Work as a Team Manager for B2B Credit and Collections .

Key responsibilities would include :-

• Lead a team of Collection and Credit Analysts, SMEs and Team Leads for the assigned AR Portfolio.
• Be the primary owner of teams performance and service levels
• Identify and lead efforts to execute process improvements and transformation opportunities
• Be responsible to produce and manage daily and monthly SLA/KPI reports (performance and business metrics)
• Be responsible to implement industry best OTC operational practises, identify tools and technology as applicable for the process
• Lead internal and external goverance for team performance and process health
• Be the process owner in Collections and Credit team and provide guidance to overall team
• Drive operational excellence and responsible for people and performance management

Skill Requirements

• Good communication skills
• Analytical & problem solving skills.
• Able to speak and coordinate with other functions inorder to resolve the issues on time
• Prior Team handling and people management is mandatory
• Managing customer experience
• Stakeholder and change management

Other Requirements

• Hands on experience in SAP(including invoicing, contracts, workflows)
• Preferable: Zendesk, Seibel CRM
• Experience in Workflow tools
• Experience in MS Office
• Experience in Visio (Creating process flows/Blue prints)

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Information at a Glance

Why HCLTech?

At HCLTech, youll supercharge your potential. Youll find your career. And youll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 230,000 people 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. Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion.