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 client's 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

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

Delivery Lead

Cadence around margins and revenues

Quality

Quality assurance and contract compliance, Process improvements

Transition Team

Handover process

RMAC

Risk compliance

HR

Employee engagement and retention etc.

Talent Acquisition

Hiring

IT

Systems and platforms

Talent Transformation Team, Competency Group

Plan and support delivery of Technical Trainings, knowledge sharing

External

Clients/ Customers

Client connect to give updates and get feedback on the process. Fix any deviations

Display

Lists the competencies required to perform this role effectively:

• Functional Competencies/ Skill
  • Domain/Industry Knowledge - Awareness and knowledge of broad economic, demographic, technological and global trends in the ITES/BPO industry - Competent
  • Technical Knowledge - FLM Certification by Wipro, Knowledge of operational processes, quality certifications etc. in a BPO/ITES setup- Competent
  • Project Management - Knowledge of project management and hands on experience in Agile methodology - Competent

Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

Expert

Applies the competency in all situations and is serves as a guide to others as well.

Master

Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.

• Behavioral Competencies
  • Project Management Skills
  • Analytical Skills
  • Execution Excellence
  • Managing Complexity
  • Handling Pressure
  • Client centricity
  • Passion for results
  • Nurturing people
  • Stakeholder Management

Deliver

No.

Performance Parameter

Measure

1.

Process Performance

Zero non-conformance on timelines with respect to the client/ stakeholder requirements

Productivity

%Metrics met

%deviations

Vaule add to the client (FTE reduction)

2.

Client Management

CSAT/NPS

Zero escalations on delivery

Resolution of escalations

Zero non-conformance on security or compliance requirements

3.

Team Management

Team attrition %, Employee satisfaction score, %technical trainings, %general trainings

Retail Banking(Card Operations)