Wipro - Mid Level Manager

Job Description:

Role Purpose:

The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account.

Do:

- Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms.

Strategy Planning with Senior Stakeholders.

- Collaborate with leaders to provide strategic and operational plans associated with the account.

- Plan the strategy for the coming years by identifying new geographies for alternate revenue streams.

- Ensure a deep enough understanding of clients' individual experiences to head off potential issues before they become problems.

Contract compliance & adherence:

- Ensure all SLA parameters are met in the account and maintain a green card at all times.

- Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited.

- Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines.

Delivery governance in the account:

- Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project.

- Ensure a green card for all accounts in terms of performance and quality.

- Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags.

- Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders.

- Lead and manage project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage.

- Ensure regular invoicing as per the contract terms and condition.

- Forecast and track key account metrics.

Invoicing:

- Timely submission of invoices to the client as defined in the SOW.

- Provide information required and resolve any invoicing issues raised by the client.

- Collect and analyze statistics (costs, customer service metrics etc.

- Assume responsibility of budgeting and tracking expenses.

- Ensure outstanding performance against key metrics mentioned in the agreement.

- Regular cadence around contract compliance.

- Evaluate performance with key metrics (accuracy, customer service metrics etc.

- Set direction for the team, track progress against targets through regular cadence calls and course correct as require.

- Drive the focus of the team on quality and adherence to contract compliance processes.

- Drive and implement structured cadence around quality, both process and transactional.

- Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed.

- Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc.

Resource Allocation & Retention:

- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.

- Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery.

- Optimize manpower and minimize leakages by working closely with delivery head.

- Ensure retention by offering relevant trainings and certifications of all allocated resources.

- Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team.

- Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects.

Mandatory Skills: Customer Service

Experience: 8-10 Years.

- Reinvent your world.

- We are building a modern Wipro.

- We are an end-to-end digital transformation partner with the boldest ambitions.

- To realize them, we need people inspired by reinvention.

- Of yourself, your career, and your skills.

- We want to see the constant evolution of our business and our industry.

It has always been in our DNA as the world around us changes, so do we.

Join a business powered by purpose and a place that empowers you to design your own reinvention.

Come to Wipro.

Realize your ambitions.

Applications from people with disabilities are explicitly welcome.