{"id":2072162,"url":"https://alion.io/job/hcltech-process-manager-voice","title":"Process Manager - Voice","company":{"id":225,"name":"HCLTech","domain":"hcltech.com","url":"https://alion.io/company/hcltech","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"staff","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["Chennai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-08T07:33:10Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-12T01:35:18Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Job Summary\nWe are seeking an experienced Manager - Operations to manage day-to-day delivery for Chennai-based international banking contact centre operations. The role is responsible for performance management, service delivery, people leadership, stakeholder coordination and continuous improvement across assigned teams. Experience in handling financial services or banking contact centre operations is preferred, including account servicing, payments, cards, lending, complaints, fraud prevention and general banking operations. This is an operations management role and does not include site lead responsibilities.\nKey Responsibilities\nManage daily operational performance across assigned teams and Lines of Business.\nEnsure achievement of SLAs, KPIs, quality, productivity, customer experience and compliance-related expectations.\nMonitor intraday and periodic performance trends and implement action plans to address gaps.\nCoordinate with WFM, Quality, Training and support functions to maintain stable delivery and operational discipline.\nEnsure adherence to standard operating procedures, client requirements and internal governance expectations.\nBanking Process Management\nManage teams supporting banking customer interactions across different banking operations.\nEnsure advisors and Team Leaders understand process expectations, customer impact, compliance requirements and quality standards.\nSupport knowledge reinforcement, error reduction, complaint prevention and coaching plans for banking process teams.\nIdentify process risks, performance gaps and training needs, and work with support teams to implement corrective actions.\nPerformance and Quality Management\nConduct regular performance reviews with Team Leaders, Assistant Managers and operational support teams.\nTrack service, quality, productivity, adherence, shrinkage, escalation and customer experience trends.\nDrive root cause analysis and improvement actions for missed targets, customer escalations and quality observations.\nSupport operational reporting, governance updates and performance insights for leadership and client reviews.\nPeople Leadership\nLead, coach and develop Team Leaders, Assistant Managers and frontline operations teams.\nDrive engagement, retention, discipline, attendance focus and performance accountability across assigned teams.\nSupport succession planning and capability building within the operation.\nPromote a collaborative, customer-focused and compliant working culture.\nStakeholder and Escalation Management\nSupport client calls, governance discussions and internal review forums as required.\nManage operational escalations with urgency, ownership and clear communication.\nWork with cross-functional teams to resolve operational issues and improve customer outcomes.\nSkill Requirements\nBachelor's degree required.\nMinimum 10+ years of experience in BPO / contact centre operations, with at least 4 - 5 years managing Team Leaders / Assistant Managers in an international voice process.\nExperience in financial services or banking contact centre operations is preferred.\nStrong operations management, team leadership, analytical problem solving, stakeholder coordination, escalation handling and performance coaching skills.\nStrong verbal and written English communication skills.\nOther Requirements","description_format":"text","description_chars":3307,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":4,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","IT Outsourcing & Dedicated Teams","Systems Integrators"],"lifecycle":[{"event":"open","at":"2026-10-08T07:33:10Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":28,"reasons":["conf:3","velocity","win:early","comp:brand"],"computed_at":"2026-10-10T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/hcltech-process-manager-voice","json_url":"https://alion.io/job/hcltech-process-manager-voice.json","meta":{"generated_at":"2026-10-12T04:19:21Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6829,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":225},"rest":"https://alion.io/mcp/rest/get_company?id=225"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhcltech-process-manager-voice"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhcltech-process-manager-voice"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhcltech-process-manager-voice"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hcltech-process-manager-voice\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhcltech-process-manager-voice"}]}