Sr. Group Leader

2 days ago

Hyderabad, Telangana, India Wipro Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Role & responsibilities

  • Responsible for the end-to-end operations delivery
  • Acts as an interface between the client team and operations delivery team for any day-to-day issues in operations
  • Ensure adherence to SLAs, meeting Customer OKRs on Productivity, Quality, Utilization etc... and improve operational performance
  • Identify process improvement areas and take initiatives to improve operational metrics like productivity, quality, TAT, etc.
  • Provide coaching and feedback to team members to enable them to improve their performance
  • Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements
  • Drive reward and recognition activity on the floor
  • Client management and drive client feedback
  • Ensure compliance with internal policies and procedures, external regulations and information security standards
  • Hold appraisal for the Process leaders and Team leaders in the Hierarchy
  • Drive people initiatives, Ideations, and Projects by team or by customers
  • Monitor and drive Revenue management for the process
  • Meeting the SLA of Attrition, Shrinkage etc.
  • Ensures attrition is within the benchmark and takes initiatives to retain people
  • Driving People Engagement and developing the leadership skills of their direct repartees, Ensuring that there is succession planning for all critical resources"

Preferred candidate profile

  • Analytical & Data-Oriented: Ability to analyze data, generate insights, and translate numerical findings into actionable strategies.
  • Technical Proficiency: Excellent Excel/Google Sheets skills & PPT skills
  • Communication: Strong communication (written, verbal, presentation) skills with the ability to confidently articulate thoughts to customers.
  • Operational Management:
  • Leadership skills / Team Management Skills
  • Need to handle a span size of 60 to 100 HC
  • Proven ability to manage teams in a 24/7 shift schedule.
  • Good Interpersonal & people management skills with good problem solving approach.
  • Extensive operational experience, including performance management and Root Cause Analysis (RCA).
  • Capability to identify anomalies through daily process reviews and provide clear direction to teams.
  • Experience in escalation management
  • Ability to handle stressful situations / Should have patience and not be overawed by difficult situations / Situation handling skills
  • Ability to exercise managerial judgment and perform as a mentor
  • Experience working in dynamic environments
  • Need to have sound customer service skills and soft skills with prime focus being on customer satisfaction
  • Experience in preparing detailed reports, executive summary & documentation.
  • Client Management: Experience working with clients.
  • Candidate must be able to work in night shifts (as and when needed)
  • Desired Skill (Good to have): Six Sigma experience.

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