{"id":1945692,"url":"https://alion.io/job/hcltech-senior-team-lead-customer-care","title":"Senior Team Lead - Customer Care","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":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Gurgaon, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-06T06:45:27Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-11-01T14:56:34Z","board_verified":true,"closed_at":null,"days_open":26,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":26},"description":"Job Summary\nThe 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.\nKey Responsibilities\nThe 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:\nProvision of budget forecasting plans to Customers by including forecast vs. actuals trends and tracking against plan\nContribution 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)\nSet-up, maintenance and optimization of often complex billing hierarchy for Customers which implies thorough understanding of Customers’ IT procurement / Accounts Payable policies\nActive participation in regular Customer facing meetings, typically Commercial Governance Reviews\nOrganization and active facilitation of billing workshops including account set-up meetings\nActive engagement in the external Customer discussion on supportable financial reporting and associated formats\nManagement 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\nParticipate in annual account review with Customers whereby current prices are discussed and any price changes due to efficiencies experienced are proposed and agreed\nReview of Financial Management Processes with Customers by including the documentation of the billing protocol procedure with version control\nSupport of complex invoice formatting requiring detailed knowledge of delivered services and products, inventory and Customer procurement policy and subject to changes over the time\nOperational supervision of auxiliary FSMs assigned to the account as part of the global financial management support model.\nSkill Requirements\nBusiness level in English language, literate and numerate\nFluency in additional languages: German\nBachelor/master Degree or equivalent\nExperience\nCustomer facing experience\nPrevious experience (2-4 years) within a Sales/Customer Service/Relationship Management\nKnowledge of Verizon Business product portfolio\nExperience in Relationship Management\nMicrosoft Office, Verizon Business provisioning, ETMS, OVI, EMEA billing system\nOther Requirements\nExcellent written & verbal communication and interpersonal skills\nAbility to interpret Customers’ problems, putting together action plan and drive/implement solutions\nTeam Working Skills\nAt least 2 years relevant experience in a similar role\nBroad Telecommunications knowledge and understanding","description_format":"text","description_chars":3536,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"master","optional":true},"security_clearance":false,"languages":[{"language":"German","level":"All levels","optional":false},{"language":"English","level":"All 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