Service Delivery Manager (DPO) at HCLTech in Hyderabad, Telangana, IN

Job Summary

EDUCATION

• Bachelor’s degree B. Com/M. Com/MBA (Finance only)

EXPERIENCE

• 10–12 years of experience in Order-to-Cash (OTC) billing, including dispute resolution.
• Strong working knowledge with SAP or any billing related ERP system
• 5+ years of team management experience with a minimum span of 20-25 resources
• Exposure to managing Utility Clients will be an added advantage

Key Responsibilities

• Proficient in MS Office (Excel, Word, PowerPoint), with strong analytical skills.
• Strong customer-centric approach with focus on service excellence.
• Ability to quickly adapt to new processes and systems
• Excellent multitasking, prioritization, and problem-solving skills.
• Strong organizational, time management, and stakeholder management abilities.
• Effective communication skills with the ability to collaborate across teams and influence outcomes.

Skill Requirements

• Lead to a team of Billing specialists and ensure end to end ownership of Billing Operations
• Ensure team adherence to KPIs, SLAs on a daily, weekly and monthly basis
• Drive team productivity as outlined in the performance scorecard
• Manage staffing requirements daily based on volume inflow
• Ensure timely and accurate invoice submission by Billing Specialist in line with contractual obligations
• Act as the primary escalation point for unresolved issues, providing guidance and resolution support to the team.
• Analyse, review, and approve billing adjustments and corrections to ensure accurate invoicing.
• Identify and drive process improvements, automation opportunities in existing processes
• Drive employee engagement and development initiatives for the team
• Ensure team attrition is effectively managed to avoid any service delivery impact

Other Requirements

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