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
DEPARTMENTAL OVERVIEW:
Payments Risk is responsible to ensure all transactions placed using Google's payment platform is safe for end users and merchants. We review these transactions and analyze various signals on an account to detect and prevent fraud. Our motto is to make the internet safe for everyone.
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MAIN DUTIES/RESPONSIBILITIES OF THE ROLE:
- Manages a team of up to 150+ plus headcount consisting of Deputy Managers, Asst Managers, Team Leads, MIS, Trainers QAs & Reviewers.
- Bring industry best practices and ideas for trust and safety industry
- Actively participate in quality deep dives and come up meaningful analysis and insights
- Monitor Site performance against key business metrics like Productivity, Accuracy, Project Baseline Targets, Quality Score, QC Accuracy, and Staff Utilization
- Take initiatives every quarter to improve quality or efficiency
- Solve complex business problems and puts plans in place to mitigate negative service trends through identifying and eliminating barriers to productivity and quality.
- Accountable to provide timely and efficient service to clients; review the operations and take proactive measure to avoid escalations, ensure team understands how to leverage resources to address issues, and delegate workload across the leadership team.
- Closely work with teams on ground to drive common goal and ensure achievement
- Coach and develop deputy Managers, supervisors, and managers on career paths for internal promotion and job enrichment opportunities
- Identify system and process improvement opportunities which will directly improve our quality or production SLAs
- Implement communications strategy across the site. Participate in regular town halls and skip sessions.
- Participates in recruitment and selection. Closely work with MIS and WFM to ensure optimum staffing and availability of resources on the production floor
- Manages performance and behavior of direct reports through effective 1:1 meetings, coaching and mentoring
- Actively initiate, drive and participate in the network-wide strategic planning of quality initiatives, process change initiatives, Lean/Kaizen activities, etc.
- Ensure all DRs and associates have a clear understanding of the performance bar and criteria used to differentiate performance
- Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies, and procedures.
- Manage the career growth and development of the process leadership team by helping team undertake stretch goals, honing their leadership and management skills, and driving focus on company's Leadership Principles Build a talent pipeline for all roles
- Facilitate understanding of broader organizational tenets and strategic goals
REQUIRED SKILLS:
- 5-8 years of supervisory experience in a BPO environment
- preferably has experience in back-office or content moderation
- Global presence and track record of delivery and seamless of work/ insights across multiple sites
- Experience of delivery of Fraud Risk Operations or similar services at Google or comparable companies with strong track-record of achieving performance targets and/or improving performances in other contracts
- Demonstrated ability to provide a centralized handling processes in Fraud Ops
- Strength and experience of the Knowledge management team
- Multilingual capability (optional)
- Ability to hire, ramp up quickly (lead times) & retain (attrition) product specialist for all projects
- Ability to proactively suggest solutions and to continuously improve Process and process functionalities and strategize to meet and enhance Customer Mapping product user experience
- Ability to run the sustain Process requirements with minimal interference from Google
- Alignment with Google's company culture: comfort with ambiguity, bias to action and collaborative, innovative culture
- Ideal background in a Management Consulting/Services business / GIS Expertise and Consulting
- Proven success in project management and execution, multi-tasking and delegating
- Ability to groom and lead Trainers for future projects and client facing roles
- High level of comfort with numbers and data analytics
- Ability to work effectively cross-functionally with proven track record of margin improvement and cost-efficient results
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. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.
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We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.
Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.