Subject Matter Expert (SME) for OTC team - Rabat

Entreprise :

HCLTech is a global technology company, home to more than 223 000 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. Consolidated revenues as of 12 months ending March 2025 totaled $13.8B. To learn how we can supercharge progress for you, visit hcltech.com.

We have been recognized as a Global Top Employer by the Top Employers Institute for the second time in a row for outstanding HR policies and best practices worldwide. We have also been certified as a Top Employer in 26 countries across three regions, Asia Pacific, Europe & Africa and North America.

These accolades re-affirm our commitment to our people by helping them maximize their potential and building an inclusive and progressive workplace that help our employees find their spark. To learn how we can supercharge progress for you, visit hcltech.com/careers.

HCLTech 's Global Delivery center in Morocco was launched in 2022, currently developing our tech presence in Sala Al Jadida (Technopolis Rabat Shore).

HCLTech received "Feel Good" 2024 label at the 2024 Employer Brand ceremony for having a transparent communication around their corporate culture.

Culture de l'entreprise :

HCLTech évolue dans une culture principalement orientée compétition et performance, où l’ambition, le goût du challenge et l’atteinte d’objectifs mesurables constituent des leviers clés de réussite. L’entreprise valorise le dépassement de soi, la compétitivité et une forte orientation client, dans une logique de résultats et de positionnement sur le marché. Cette dynamique est solidement soutenue par une composante innovation marquée, favorisant l’initiative, l’expérimentation et l’agilité. Elle est également complétée par une culture collaborative attentive au développement humain et au travail d’équipe, tandis que les processus structurés jouent un rôle plus secondaire.

Poste :

Role, Purpose, and Scope

OTC SME role is to act as process owner, to coordinate process knowledge to be up to date, to be properly communicated and efficient control mechanism to be put in place to monitor its efficiency.

It is the role of the SME to effectively develop the knowledge and technical skills of OTC Team members in conjunction with the Team leaders and Managers. Through the identification and subsequent closure of knowledge gaps, it is intended that the SME will positively work towards increasing team efficiency across all OTC functions. The post holder will also be expected to review /update current processes and work instructions to ensure that they reflect what is done within the business. Sharing best practices across teams and markets is a key contribution elements resulting from SME properly handled activities. It is expected also based on increasing expertise to identify process improvement opportunities and drive optimization projects.

Key components of success will include:
• Complete and up-to-date processes
• Ensure all team members are at an efficient level
• Achievement of Team Targets
• Identify improvement areas and drive improvement projects

Main Responsibilities
• Provide guidance, coaching and work-shadowing (can also be carried out by experienced team members)
• Where technical knowledge gaps have been identified through the review process, the job holder will work with the team members and the respective Team leader to aid in the closure of that gap;
• Review of existing work processes, reworking where appropriate and update of work instructions to reflect new processes;
• Analyses and recommends on problem resolution and supports efforts to improve overall financial results.
• Translate strategy into daily/weekly/monthly components, allocate to employees, prioritize to deliver SLAs, KPIs, KPLs, Ops Targets.
• Ensures that processing is adequately controlled and that independent verification occurs where necessary.
• Propose action plans and secure follow up on low contributors and propose improvement plan
• Build mentoring program to improve and maximize results
• Ensure all new processes/tools & business control points are understood and correctly adopted.

• Monitors and recommends/implements ways to improve customer satisfaction, service strategies and operational guidelines
• Manage induction of new employees into the team, ensure appropriate training, systems access and education is provided
• Drive and support the team on innovation at process and workload level. Encourage best practice sharing with other centers and peers.
• Secure action for improving customers behaviour and utilization of client technologies
• Build team spirit and belonging to the organization. Ensure high level of teamwork, open communication and trust.
• Ensure coverage during absence, deputize for TL and Manager

Profil recherché :

Background, skills, experience and qualifications
• 4+ years of demonstratable OTC experience and knowledge in at least one of the main OTC processes (Query, Billing, Collection, contract management);
• Experience in documentation process mapping
• Ability to communicate with accuracy both verbally and written at all levels;
• Able to control interactions using persuasion and influencing skills;
• Ability to work under pressure and deal positively with difficult situations;
• Creative problem solver who can demonstrate proven ability to think outside the box;
• Aptitude to want to solve problems and encourage and guide others to develop their technical skills;
• Effective team player with excellent interpersonal skills.

Role specific competencies and requirements
o Fluent in English and in French
o Self-motivated and willing to learn new skills
o Team Player and Team motivator
o Excellent communication skills both written and verbal
o Ability to work on own initiative
o Adaptable to a changing environment & flexible with regard to working patterns

Adresse de notre siège :

Traits de personnalité souhaités :

Respect des règles Rationalisme Conventionnel Implication au travail