Front Line Manager

HCLTech
is a global technology company, home to 220,000+ people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI 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.

Our purpose is to bring together the best of technology and our people to supercharge progress. We're supercharging progress for everyone, everywhere – our clients, partners and their stakeholders, our people, communities, and the planet.

We are looking for
a Front-Line Manager
to join our team

Description of the role:

As a member of the
Order to Cash
department, the Front-Line Manager will lead a team responsible for delivering high-quality Account Receivables processes. This role ensures operational excellence in:

• Contract setup with accurate attributes
• Customer identification and onboarding
• Billing accuracy
• Dispute resolution and customer care
• Cash collection and aged debt management

The manager will drive team performance, maintain SLA compliance, and act as the primary escalation point for client interactions.

Key Responsibilities

Client Interaction & Relationship Management

• Serve as the first point of escalation for Partner/Customer queries.
• Ensure professional handling of disputes and provide solutions that enhance customer satisfaction.
• Maintain strong communication channels with clients via email, query systems, and calls.

Team Leadership & Performance

• Lead and motivate the team to achieve operational targets and SLA commitments.
• Monitor workload distribution and ensure timely resolution of requests.
• Conduct regular performance reviews and implement improvement plans where necessary.

Operational Excellence

• Oversee query management, billing accuracy, and contract updates in ERP systems.
• Ensure compliance with corporate guidelines, approval matrices, and internal controls.
• Track and report on team performance, query resolution trends, and customer satisfaction metrics.

Cash Collection & Debt Management

• Support collectors in aged debt reconciliation and implement collection strategies.
• Ensure timely execution of dunning processes and pre-legal actions when required.
• Approve and monitor payment plans in line with company policies.

Continuous Improvement

• Analyze recurring query reasons and propose process improvements.
• Drive initiatives to reduce disputes and improve customer experience.
• Participate in customer satisfaction surveys and feedback loops.

Role Requirements

• Experience:
  Minimum 3–5 years in a leadership role.
• Strong English and French skills
• Skills:
  Strong organizational and prioritization skills.
• Excellent communication and negotiation abilities.
• Ability to manage performance and coach team members.
• Technical:
  Familiarity with ERP systems and query management tools.
• Behavioral:
  Self-motivated, proactive, and capable of handling high-pressure situations professionally.

Why Us?

• We are investing in your growth, offering learning and career development opportunities at every level to help you find your spark;
• We offer a virtual-first work environment, promoting a good work-life balance and real flexibility;
• Our company is extremely diverse with representation of 165 nationalities;
• We offer the opportunity to work with colleagues across the globe;
• We offer comprehensive benefits for all employees;
• We are a certified great place to work and a top employer in 25 countries including Romania, offering a positive work environment that values employee recognition and respect;

HCLTech is committed to protecting and securing the privacy and confidentiality of the Personal Data which it collects directly or indirectly from you when applying for a job at HCLTech either directly or through a third-party human resources agency. This notice (the "Notice") outlines and explains how HCL Technologies Limited including its subsidiaries, local employing entities, associates, and affiliated companies [collectively referred to as "HCLTech", "us," "our", or "we"] will process your Personal Data in accordance with applicable privacy legislation(s).

Candidate Data Privacy Notice | HCLTech