Senior Group Leader

- Drive performance for his team and ensure that all client metrics are met as per the SLA

- Support service delivery teams - onsite/offsite client location - in process stabilization

- Control CPM performance through DMAIC/Six sigma/Application of Quality tools as applicable

- Service Delivery efficiency, Knowledge Management

- Process standardization in client account or the LOB Domain that he/she is aligned to

- Key driver for achievement of revenue and margins- internal & external reporting

- Coach and counsel, the FLM's/span and provide guidance to them on way forward, meeting client requirement, client metrics, process improvement

- Work with multiple functions within organization i.e. Finance, HR, FMG etc. and work along to resolve any team issues

Domain: Content Moderation & Abuse handling

Should be flexible working 24*7 shift and work from office

Must Have:
- Operating procedures
- Service Levels
- Process metrics
- Coaching Skills
- Eye for detail
- People Management and Performance Management
- Analytical Reasoning
- MIS awareness
- Escalation guidelines
- Regulatory requirements
- Proficient with MS Office (Word, Excel, PowerPoint)

Behavioral Skills and Attributes:
- Has the ability to filter, prioritize, analyze and validate potentially complex and dynamic problem
- High analytical skills
- Lean Certification or Six Sigma certification would be added advantage, but not mandatory
- May or should have information on internet or social networking products or services
- Good communications skills and written skills
- Excellent knowledge of Service Delivery in a voice/semi voice process
- Well versed with Microsoft applications, specially excel and power point
- The job will require fairly high amount of work in shift environment as per requirement

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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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.