Job Description

Position: Assistant Manager
Band:Enginer or Graduation. Black belt trained, Green belt and Lean Certification
Experience: Minimum 4 + years as Quality & Process Excellence/ Consulting practitioner & total 9 -10 years of overall Experience

Experience Breakup:

GSIS Mapping experience is must

Essential Hiring Skills:

Mapping domain and analytical skills.

Responsibilities:

• Responsible for driving quality initiatives for Wipro / Client Accounts.

-Working with dispersed cross functional teams on organizational process (re)-design or industry specific business processes

• Leverage business optimization & innovation tools & application for process re-engineering

-Benchmarking processes, Mgmt dashboard set up & building the best practices repository.
-Change planning and management for deployment of re-designed processes and best practices for large teams without reporting relationship

• Facilitating workshops, remote groups and leading process diagnostic for articulation of process issues and solution formulation

Location: Hyderabad

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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

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### **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 client’s end

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### **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

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### **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