Wipro 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 our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description:

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.

Required Skills and Experience:

• 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.

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 intiatives to retain people
• Driving People Engagement and developing the leadership skills of their direct reportees, Ensuring that there is succession planning for all critical resources

Gradutate

Minimum experience 6-7 Years

Flexible shifts hours

Mandatory Skills: Customer Service(Product&Service) .

Experience: 5-8 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.