Process Manager - Customer Care
India
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Job Description
Process Manager - Customer Care
Gurugram, Haryana

Job Summary

The Financial Service Manager (FSM) is the de facto expert for the Billing Operations and provides the financial consulting and financial services liaison between the Customer and other Verizon organizations to govern the overall financial relationship related communications for their Customers for all non-technical enquiries raised within Verizon.  The FSM is responsible for the day-to-day management of billing related activities and may perform as a Primary or Secondary contact for assigned Customers.

Key Responsibilities

The High FSM is the de facto expert for the Billing Operations and related communications for global integrated deals characterized by high revenue (~$15m per annum or more) and complex delivery. The role provides broader Financial Management governance for larger scale accounts to include direct interaction with higher level client personnel. The role requires continuous engagement with a larger number of internal stakeholders across multiple functions and regions with increased exposure to the Executive level. The High FSM responsibilities include the Medium FSM responsibilities in 7.2.1 as well as the following:

 

●Provision of budget forecasting plans to Customers by including forecast vs. actuals trends and tracking against plan
●Contribution to Revenue Analysis activities especially in terms of revenue actuals and pipeline for account P&L review purposes (Internal exercise normally required on PMO accounts)
●Set-up, maintenance and optimization of often complex billing hierarchy for Customers which implies thorough understanding of Customers’ IT procurement / Accounts Payable policies  
●Active participation in regular Customer facing meetings, typically Commercial Governance Reviews
●Organization and active facilitation of billing workshops including account set-up meetings
●Active engagement in the external Customer discussion on supportable financial reporting and associated formats
●Management and tracking of Customer’s purchase orders by including in some cases the provision of input into the Customer’s requisition and purchase order process for procuring services from the Supply Chain Members
●Participate in annual account review with Customers whereby current prices are discussed and any price changes due to efficiencies experienced are proposed and agreed
●Review of Financial Management Processes with Customers by including the documentation of the billing protocol procedure with version control
●Support of complex invoice formatting requiring detailed knowledge of delivered services and products, inventory and Customer procurement policy and subject to changes over the time
●Operational supervision of auxiliary FSMs assigned to the account as part of the global financial management support model.

Skill Requirements

Education/Training

●Business level in English language, literate and numerate
●Fluency in additional languages: German
●Bachelor/master Degree or equivalent

Experience

●Customer facing experience
●Previous experience (5-6 years) within a Sales/Customer Service/Relationship Management
●Knowledge of Verizon Business product portfolio
●Experience in Relationship Management
●Microsoft Office, Verizon Business provisioning, ETMS, OVI, EMEA billing system

Other Requirements

●Excellent written & verbal communication and interpersonal skills
●Ability to interpret Customers’ problems, putting together action plan and drive/implement solutions
●Team Working Skills
●At least 2 years relevant experience in a similar role
●Broad Telecommunications knowledge and understanding
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll 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 223,000 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 June 2026 totaled $14.8 billion.