Associate Operations Manager with German

HCLTech is a global technology company, home to more than 224,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud, AI and software, 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 December 2023 totaled $13.1 billion.

To learn how we can supercharge progress for you, visit hcltech.com

Work from office during training, hybrid thereafter (minimum 3 days WFO)

Flexible with Shifts, window – 7am to 6pm

5 days working - 2 days off - Rotational offs.

Job Description:

• Daily Management of shift & Job allocation to associates

• Managing team handling CCC, Dispatch, Update, PM & Install Base management activities for multiple countries.

• CCC- Interacting with customers on phone, email or chat to capture customer issue, raise ticket on CRM application and assign to relevant teams.

• Dispatch – Monitor open notifications/tickets and act accordingly, such as booking an engineer and ordering spare parts.

• Install Base management – Managing accuracy of system reports by identifying and correcting wrong/missing information in SAP. Interacting with stakeholders to identify missing information.

• Meeting Quality Scores and bringing Innovation and Process Improvement

• To consistently meet or exceed all agreed Productivity parameters and SLAs as defined for the process

• Set clear objectives, define roles and responsibilities and ensure each team member aligns with the team’s vision.

• Communicate expectations, goals and feedback to the group regularly and resolve any concerns or issues actively.

• Recognize and reward good performance, provide feedback and encourage professional development.

• Ensure team compliance with company policies and procedures.

• Support and guide team members to ensure they meet their individual targets and KPIs.

• Generate reports on team performance and provide regular updates to senior management.

• Stakeholder management – both internal & external

• Prepare PPTs, Excel and other reports for client reviews and meetings

Skill set Required:

• Ability to work under pressure and manage multiple tasks simultaneously.

• Proficient in Microsoft Office (Excel & PowerPoint).

• Knowledge of the industry’s best practices and trends for team management.

• Situational/contextual awareness with the ability to understand the impacts of one’s work.

• Excellent critical and analytical thinking abilities

• High attention to detail, and high level of professionalism

• Excellent analytical skills and strong decision-making skills committed to resolution and compliance

• Strong organizational, time and workflow management skills

• Strong leadership and organizational skills.

• Stakeholder management skills

Required Work Experience:

• Excellent German and English Communication Skills – both written & verbal

• Minimum of (2) two years of experience in a leadership or management role and 6 years overall.

• Experience handling complaints.

• Experience working and managing communications, with multiple cross-functional teams/stakeholders.

• Having worked on SAP or similar CRM application

Benefit package:

• Life insurance

• Private medical care

• MultiSport Card

• Subsidy for glasses

• Subsidy to language courses

• Christmas and holiday bonuses