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Pawan Chandel

@pawanchandel

Commercial Operations Lead at HCLTech managing financial health across multi-million-dollar DaaS and T&M contracts.

At HCLTech, I manage commercial operations and account financial health across multi-million-dollar DaaS and T&M contracts. I oversee billing governance, receivables, PO consumption, and revenue projections.

I partner with customer stakeholders, delivery leadership, O2C Billing and Collections, CCG, and Legal teams on commercial reviews, contract compliance, billing bottlenecks, and financial risk mitigation.

Previously, I led international banking operations at HCLTech and supervised a team of 25+ associates. At STARTEK Aegis Customer Support Services and Uninor, I managed quality assurance and governance programs; earlier, I supported international telecom sales at Norbel India Pvt. Ltd. (Yak Communication Canada).

Experience

Work history, roles, and key accomplishments

Current

Offshore Account Manager / Engagement Commercial Lead

Current

HCLTech

May 2025 - Present (1 year 5 months)

Support global sales teams by maintaining accurate lease records and providing end-to-end post-sales support. Lead commercial MIS reviews, ensure contractual compliance, and partner with O2C Billing and Collections teams to improve receivables and support DSO reduction.

Team Lead – Allied Irish Bank

HCLTech

Apr 2024 - May 2025 (1 year 1 month)

Conducted team audits, performance reviews and coaching sessions to improve process adherence and service delivery. Managed daily operations, performance governance, coaching, quality reviews and stakeholder communication.

Team Leadership Performance Management Coaching Quality Assurance Process Governance SLA Management KPI Management Stakeholder Communication Banking Operations

Lead Quality Specialist

STARTEK Aegis Customer Support Services

Aug 2021 - Apr 2024 (2 years 8 months)

Developed performance reporting and feedback mechanisms to support continuous improvement. Partnered with client stakeholders to align operational metrics, contractual SLAs and service delivery expectations.

Quality Assurance performance reporting Feedback Mechanisms Client Stakeholder Management SLA Alignment Calibration Sessions Audit Performance Monitoring Process Consistency

Team Lead – Quality Assurance

Uninor

Jan 2010 - Aug 2020 (10 years 7 months)

Managed feedback loops, quality monitoring and process improvement initiatives. Prepared and presented weekly and monthly performance reports, quality metrics and compliance dashboards for leadership review.

Quality Assurance Feedback Loops Quality monitoring Process Improvement performance reporting Quality Metrics Compliance Dashboards Data Driven Coaching Agent Performance

Sales Associate – International Sales

Norbel India Pvt. Ltd. (Yak Communication Canada)

Apr 2007 - Sep 2009 (2 years 5 months)

Supported product sales, customer acquisition and upselling initiatives. Managed outbound international telecom sales campaigns and customer interactions.

Sales Customer Acquisition Upselling Outbound Sales International Sales Customer Interaction