First Line Manager

2 weeks ago

Hyderabad, Telangana, India Wipro Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Role Purpose

The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process.

Do

  • *Ensure process is executed as per the client contract*
  • Conduct briefings before every shift to drive focus on key metrices and debrief at the end of the shift to drive focus of the team on quality and adherence to contract compliance processes
  • Prepare notes from the huddle meetings and share it with the team
  • Prepare and share the performance data of the team with the client at the end of the shift
  • Interact with the client and prepare note to share updates and changes with the team
  • Review the performance on the key process metrices and conduct RCA to improve quality parameters
  • Prepare presentation on weekly and monthly performance data for the manager to be shared with the client
  • Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects
  • Be part of the discussion between manager and WFM team on forecast and number of agents required
  • Organize fun hours on Friday for the team to promote team engagement
  • Identify opportunities for automation within the account and share it with the manager

  • Provide details and data to the automation team to support the automation initiative

  • *Drive performance of the team on the identified metrices of the process*

  • Review last 6-8 weeks performance data (RAG) and identify low performers
  • Provide feedback and coach the outliers/ low performers to improve their performance metrices
  • Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers
  • Handhold the employees on performance on process and monitor for improvements
  • Identify training needs for new joiners especially and track their daily progress

  • Conduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the clients end

  • *Stakeholder Interaction & Management*

  • Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts
  • Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc.
  • Participate in monthly review meetings with Account Delivery leadership updating them on the status and progress of the account
  • Work with quality team to ensure the quality improvements as per the delivery standards of the contract

  • Provide timely assistance in case of an escalation and support resolution of escalations/ issues

  • *Effective Team Management*

  • Resourcing
  • Hire adequate and right resources for the team
  • Talent Management
  • Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
  • Build an internal talent pool and ensure their career progression within the organization
  • Manage team attrition
  • Drive diversity in leadership positions
  • Performance Management
  • Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
  • Ensure that the Performance Nxt is followed for the entire team
  • Employee Satisfaction and Engagement
  • Lead and drive engagement initiatives for the team
  • Track team satisfaction scores and identify initiatives to build engagement within the team

Mandatory Skills: Geographic Information Systems(Maps).Experience: 1-3 Years.

  • First Line Manager

    7 days ago

    Hyderabad, Telangana, India Wipro Full time ₹ 5,00,000 - ₹ 10,00,000 per year

    Job DescriptionJob Title: First Line Manager (FLM) L2Req Id: 103977City: HyderabadState/Province: TelanganaPosting Start Date: 10/17/25Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging...

  • First Line Manager

    1 week ago

    Hyderabad, Telangana, India Wipro Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    *Role Purpose*The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process.Do*Ensure process is executed as per the client contract*Conduct briefings before every shift to drive focus on key metrices and debrief at the end of the shift to drive focus of the team on quality and adherence to...

  • First Line Manager

    5 days ago

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

    Job DescriptionRole PurposeThe purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process.*Ensure process is executed as per the client contract*Conduct briefings before every shift to drive focus on key metrices and debrief at the end of the shift to drive focus of the team on quality and...

  • IDFC First Bank

    2 days ago

    Hyderabad, Telangana, India IDFC First Bharat Ltd Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Description : Job Title : Devops Engineer/Senior Devops Engineer. Function Department : Information Technology.Job Purpose : Responsible for end-to-end DevOps operations, automation, and infrastructure delivery across AWS cloud environments. The candidate will play a key role in designing, building, and maintaining scalable, secure, and reliable...

  • Lead - Technology Risk & Issue Management (First Line)

    2 weeks ago

    Hyderabad, Telangana, India S&P Global Market Intelligence Full time US$ 90,000 - US$ 1,20,000 per year

    About the Role:  Grade Level (for internal use):11 The TeamDigital Solutions (DS) is an enterprise-shared technology service enabling people, functions, and divisions. We drive S&P Global to Power the Markets of the Future by working as trusted partners delivering secure, scalable, resilient, and innovative services and solutions that enable seamless...

  • Manager/ Sr. Manager- Commercial Lines Placements

    1 day ago

    Hyderabad, Telangana, India Prudent Insurance Brokers Pvt Ltd. Full time ₹ 1,20,000 - ₹ 3,00,000 per year

    As a Manager / Sr. Manager - Commercial Lines Underwriter and Placement, your main responsibility will be to build and maintain relationships with key stakeholders at insurance companies. - Meet insurance companies regularly to ensure continuous engagement with different stakeholders. - Understand details around client needs, existing policy terms, and...

  • Product Lead – Commercial Lines Underwriting

    7 days ago

    Hyderabad, Telangana, India Liberty General Insurance Ltd Full time ₹ 6,00,000 - ₹ 18,00,000 per year

    Product Lead – Commercial Lines Underwriting DescriptionGood understanding of Commercial Line Underwriting Logical thinking ability Sound analytical & solution oriented mindset. Good presentation & communication skills Good in Excel & MIS Analysis Primary ResponsibilitiesUnderwriting of Commercial Iine products (Fire, Enggineerig,...

  • Sales Economist- Forex Advisory

    2 weeks ago

    Hyderabad, Telangana, India Forex First Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    Join Forex First – Take Sales to the Boardroom LevelAt Forex First, we don't just talk forex — we shape strategies that matter. As trusted partners to India's leading corporates, we sit across the table with CEOs, Promoters, CFOs, and Treasury Heads, helping them make smarter decisions in currency risk management and treasury optimization.We are now...

  • Sr. Product Line Manager

    2 weeks ago

    Hyderabad, Telangana, India Micron Technology Full time

    Our vision is to transform how the world uses information to enrich life forall.Micron Technology is a world leader in innovating memory and storage solutions that accelerate the transformation of information into intelligence, inspiring the world to learn, communicate and advance faster than ever.Do you want to join inclusive & Innovative TeamApply us...

  • AI-First Golang Developer

    4 days ago

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

    Axiad is an identity security company tackling the critical threats posed by compromised credentials, which account for over 70% of enterprise breaches. As human and non-human identities multiply across disparate systems, traditional IAM tools fall short, leaving organizations with fragmented visibility and significant security gaps.Axiad bridges this divide...