First Line Manager

3 days ago

Hyderabad, Telangana, India Wipro Full time ₹ 1,04,000 - ₹ 1,30,878 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: Project Management .

Experience: 5-8 Years .

  • First Line Manager

    7 days ago

    Hyderabad, Telangana, India Wipro Full time US$ 80,000 - US$ 1,20,000 per year

    Role PurposeThe 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...

  • Business Development Manager

    7 days ago

    Hyderabad, Telangana, India Wealth First Full time ₹ 15,00,000 - ₹ 20,00,000 per year

    Company DescriptionWealth First Group, promoted in 2000, is an independent Investment Advisory Firm specializing in "Treasury and Wealth Solutions." We manage assets in excess of Rs.16,000 Crores across corporates, family offices, Provident Funds, Trusts, and HNIs. With a core team of 25 experienced investment professionals, our team has a combined...

  • Business Development Manager

    1 week ago

    Hyderabad, Telangana, India Wealth First Full time

    Job DescriptionCompany DescriptionWealth First Group, promoted in 2000, is an independent Investment Advisory Firm specializing in 'Treasury and Wealth Solutions.' We manage assets in excess of Rs.16,000 Crores across corporates, family offices, Provident Funds, Trusts, and HNIs. With a core team of 25 experienced investment professionals, our team has a...

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

    7 days 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

    7 days ago

    Hyderabad, Telangana, India Prudent Insurance Brokers Pvt Ltd. Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Manager / Sr. Manager - Commercial Lines Underwriter and PlacementJob Summary:The position will involve build and maintain relationships with the key stakeholders at the insurance companies. Responsibilities:Meet insurance companies regularly to ensure continuous engagement with different stakeholders. Understand details around client need, existing policy...

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

    6 days ago

    Hyderabad, Telangana, India S&P Global Full time

    Responsibilities and Impact: Lead efforts in defining and documenting aprehensive Issue Management Process document/ methodology Lead efforts to centralize control gaps/ issues in GRC tool Lead efforts in logging, tracking, monitoring and remediation of control gaps/ issues Coordinate with key stakeholders to ensure the issues are clearly articulated,...

  • Senior Financial Lines Underwriter

    1 week ago

    Hyderabad, Telangana, India beBeeUnderwriter Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

    Financial Lines Underwriting SpecialistWe are seeking an experienced professional to manage a portfolio of financial lines business, develop underwriting strategies, and collaborate with clients and brokers to drive sustainable and profitable growth.The role involves working with a global firm in India, specialising in Financial Lines underwriting. The ideal...

  • Sales Economist- Forex Advisory

    7 days ago

    Hyderabad, Telangana, India Forex First Full time ₹ 15,00,000 - ₹ 20,00,000 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...

  • Service Line Manager required For a renowned hospital in Hyderabad

    3 days ago

    Hyderabad, Telangana, India Quadrangle Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Greetings,We are inviting applications for the post of Service Line Manager with a renowned hospital located in Hyderabad GachibowliPost: Service Line ManagerExperience: 5 to 8 Years (from a hospital background)Qualification: MBA or relevantRemunerations: Best as per industry standardsFor further details, please connect with me at Best Regards,

  • AGM - Transmission & Distribution Lines

    2 days ago

    Hyderabad, Telangana, India Hisun Green Power Full time ₹ 15,00,000 - ₹ 28,00,000 per year

    QualificationsDiploma /B. Tech/ M. Tech in Electrical engineering or related fieldExperience15+ years of experience in Transmission Line & Substation WorksLocationHyderabadCompensation Package:The offered CTC will be determined based on the candidate's experience, previous employment history, and the current market standards. We value your experience and aim...