MID LEVEL MANAGER (MLM) L2

Job Description

• Position: Deputy Manager
• Quality

Location: Hyderabad

Wipro Band: B3

Shift: Rotaional (WFO)

Qualification :Academic Qualification: Graduate

Experince Range: 24 months

Essential Hiring Skills: Communication and strong Client management skills

Good to have Hiring Skills: GIS product knowledge

Responsibilities:

• Ensures accuracy, process control, and continuous improvement in the process
  Work with stakeholders to meet the business goals
  Present quality metrics in the business reviews

Build and manage QMS for GIS data:

Create SOPs. QC scheklist, version control guidelines
Conduct QC/QC audits on qc work
Define accuracy thresholds, tolerance limits and acceptance criteria
Implement CAPA and error tracking workflows
Monitor KPIs
Train team on quality methods
Manage sampling plans and validation
Prepare quality reports for management/Clients

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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

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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

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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.

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• 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