Overview/High-Level Responsibility Areas
Ensure seamless delivery on assigned SLA's. Responsible for all aspects of Performance management & Development of colleagues (planning, review, recognition, coaching, etc.).
- People Management (Team management, Coaching & Development, resource management) - 40%
- Operational Management - Monthly rhythms and routines - 25%
- Process and Project Participation - 20%
- Stakeholder Management (Client meetings) - 15%
- Builds domain knowledge within the team and for oneself
- Identify cross training strategy within unit/ Team
- Facilitate practice expertise and product knowledge
- Ensures service accuracy through compliance and audit
- Works with the client teams to prioritize and assign activities
- A problem solver with effective issue resolution for client related issues
- Maintaining and improving the overall quality of service delivery
- Provides day to day support for participant- and/or processing-related issues
- Creates an environment oriented to trust, open communication, creative thinking and cohesive team effort
- Leverages the talent/resources in the team to generate results
- Creates goals and performance plans for the team
- Monitors associate performance to ensure that results are achieved in an effective/efficient way.
- Conducts necessary performance management conversations with associates; uses tools and resources available to managers at Wipro.
- Educates, reinforces, and holds Colleagues accountable for behaviors that support Wipro policies and guidelines. (e.g., Code of Conduct, Data Privacy)
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• Executes issue resolution and ensures proper documentation and follow-up
- Provides coaching and development to Colleagues and creates a culture of continuous improvement within client-level operations
- Handles all team activities and admin responsibilities effectively
- Tracks and drives improvements in metrics and performs analysis for process improvements
- Conducts process Review and Development Planning
- Management of team productivity
- Team SLA management
- Responsible for managing process MIS
- Sees the Big picture: Understand and effectively influence the multiple processes and components of the organization, its stakeholders and environment; acting in ways that optimize business performance.
- Leveraging Technology: Is technology savvy and knows how to appropriately share and use his/her knowledge to improve business results.
- Team workload management Staffing and Production Planning
Experience Range
• 8-12 years
.
Formal Education/Certification
- Bachelor's degree in any discipline
Technical Skills
- Excellent written and verbal communication
- Flair for relationship building - onshore/offshore and within teams
- Proven coaching and feedback skills
- Exposure of new client implementations
- Strong analytical and quantitative skills
Work Conditions
- Shift timings as per process
- Participation in training sessions, business management routines in office/offsite
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