Experience: 8 - 13 Years

Location: Noida

Salary INR 15,00,000 - 18,00,000 PA.


Job Description

HCL DPO is hiring for Manager- Process Consulting for one of its international clients!!


Job loaction: Noida, Sector 126

Should be comfortable with late afternoon shifts




We are looking for an experienced candidate who can handle below:

Process Transformation/ Consulting- 50%

Transactional Quality- 25%

Risk and compliance- 25%

Essential Duties and Responsibilities

Perform root cause analysis and implement improvements to business processes for the purpose of enhancing the customer experience and increasing the operational effectiveness & efficiency of a gas and electric company serving residential and small commercial customers in regulated and deregulated markets.

  • Possess an understanding of GDPR, PCI-DSS regulations along with auditing and control maintenance within an enterprise resource planning (ERP) systems and be comfortable in the use of audit tools and measures

Analyze and develop control points within each critical process in order to ensure the expected outcome is achieved and measurable. For each Revenue Management and Customer Care business process, identifying and facilitating the creation of appropriate reporting for various operations functions

Manage and integrate processes relating to customer operations, and delivering an improved customer experience is the definition of team success. The Business Analyst also has responsibility for identifying and recommending system enhancements that aid in operations efficiency, effectiveness and the customer experience

Establish and maintain methodologies to ensure on-going integration of processes affecting customer operations

Design measurement criteria to monitor the nature of processes and end-to-end integration across functions

Implement and manage an effective change management process to ensure all process documents are accurate and reflect the current state of the business

Daily monitor the appropriate control points within each business process to ensure the end state outcome

Prepare and present communication plan that informs operations leadership of the health of the business processes

Support development of departmental and company processes & procedures related to Customer Operations work stream

Use business tools and advanced industry knowledge to identify problem areas and document business requirements

Identify and recommend operational and technological tools to improve efficiency

Work with operations and information technology personnel to resolve issues and improve operational efficiency

Establish and maintain effective work procedures

Analyze industry regulations and market protocols to ensure continuous benchmarking and achievement of optimal customer satisfaction

Plan and monitor operations initiatives to improve the efficiency and effectiveness across BSERV

Review and ensure processes comply with internal policies and external regulations

Respond to escalated issues regarding performance and quality

Coordinate, participate, and/or manage multiple projects assigned by management, providing input on Customer Operations related matters.

Interface and coordinate with various stakeholders

Performs other duties as required.



The minimum education requirements are:

Bachelor's degree in relevant field (may substitute two years of relevant experience per one year of required education)

The minimum experience requirements are:

8 to 10 years of relevant work experience in Process Reengineering, Risk and Compliance, Quality Management and Process Audit

Six sigma, Green belt/ Black belt

Strong working knowledge of gas and electric utility protocols and market operations for both competitive and regulated markets

Working knowledge of distributor operations, regulatory environment and Utility Commission Rules

Experience contributing to success in a project management environment


Clear understanding of business policy and practice throughout entire retail business

Absolute credibility with internal business partners and customers

Excellent analytical, organizational, and time management skills

Advanced interpersonal, presentation, and oral/written communication skills

Ability to assess root cause of problems and identify/recommend solutions

Proactive in identifying potential issues and recommending/implementing solutions

Demonstrates effective problem solving and decision-making skills, good insight and judgment as well as innovative and creative thinking

Skilled in using computer software applications such as Microsoft Office and Access

Interested candidates can forward their CV @ along with below details:

Current CTC:

Current location:

Current organization:

Salary: INR 15,00,000 - 18,00,000 PA.

Industry:BPO Call Centre ITES

Functional Area:Other

Employment Type:Full Time, Permanent


Company Profile:

HCL Technologies Limited

HCL Technologies BPO Division