Job Description

"Lead the overall delivery of services for clients within given accountability ensuring the following deliverables are met:

Ensuring appropriate governance is in place across the aligned account(s) and that governance framework evolves in line with changing client and business need.

Client Relationship Management Own and manage the executive client relationships including Directors, VP and above.

Partner with their sales peers to support business development opportunities, support the development of the GTM strategy and grow profitable revenue.

Oversee generation of sales leads within the aligned account(s).

Operational Incident escalation - provide management oversight for executive escalations from sales and customers.

Technical Leadership: Managing complex integrated solutions for Network, Security, Voice for regional & Global customers

Service Performance Assure the execution of the client s contract obligations through governing and reporting on agreed Service Level Agreements (SLA) and ensuring their client outcomes are realized.

Service Relationship Management (SRM) Lead the service relationship surveys, monitoring feedback and their Net Promotor Score (NPS) and driving continuous improvement.

People Leadership Provide overall leadership and coaching for all employees through regular engagement with their teams to assure their success in managing their clients services.

Risk Management Ensure a risk management strategy is in place, all risks are recorded, monitored and actioned to minimize the impact to the clients, employees and the customer.

Cross Functional Matrix Relationship: Have a close connection with various leaders and peers across the organization to remove bottlenecks in BAU operations, obtain necessary support for escalations and drive pipeline opportunities.

B2C Metrics Meet or exceed committed goals to clients

Organizational Performance:

Lead the strategic and operational direction for their aligned account(s) ensuring the following deliverables are met:

Team Management Implement regular team meetings and staff 1-1 s to provide 2-way feedback and coaching and development plans for each staff member on business performance and status.

Personal Objectives Ensure Staff objectives are SMART and set within HR guidelines and in line with HCLTech Corporate Policy.

Budget Planning Ownership of annual financial budget preparation and responsible for the financial performance of the business segment and EN growth targets.

Succession Planning A structured and executable Succession Plan is in place for their team with specific reference to key resources within their organization.

Staff Performance - Oversee the performance of the staff and where performance is not at the expected level implement Personal Improvement Plans (PIP) to improve.

B2B Metrics Meet or exceed committed goals "

(1 .) To review and signoff operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service offerings improvements and value add to the customer/clients.

(2 .) To review and signoff solutions/ frameworks developed by team post identification of new opportunities/areas

(3 .) To oversee and drive the team for enhanced productivity through capability building

(4 .) To effectively drive customer relationships proactively to understand their specific requirements and ensure high CSATscores & down-stream revenue

(5 .) To oversee and review identified projects' and engagements' progress status for first time right delivery to clients

(6 .) To oversee and review frameworks/plans for maintenance/ upgradation of service processes for delivery of client project requirements in strict adherence to company policy

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year

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