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
Role Purpose
The purpose of the role is to drive and improve delivery for mega-gamma/ key growth accounts by providing innovative solutions through automation and next generation technologies, ensuring right talent supply chain to enhance customer satisfaction and lead organic growth.
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Do
- Delivery Management
- Ensure seamless delivery of projects in a Mega - Gamma/ Key Growth Account
- Drive and deploy account/ project delivery structure by evaluating the budget, costs, risks and staffing requirement
- Ensure 100% compliance to Project SLA's, information security protocols etc (all customer's contractual obligations)
- Monitor and take appropriate actions on internal and external audit findings to ensure no major non-compliance/ deviation from the SLA
- Ensure adherence to program/ project charter in terms of schedule, quality, efforts and cost
- Drive account health across projects by conducting periodic cadence with the quality team to take proactive measures to resolves issues/ possible escalations
- Conducts periodic cadence with Workforce Management Group (WMG) to ensure 100% fulfillment as per the account/ project requirement
- Regularly audit quality (QA) status of delivery and engage QA team to ensure adherence to Quality Assurance standards and processes
- Collaborate and influence internal key stakeholders to ensure fulfillment, technology support and flawless delivery of projects
- Ensure seamless delivery of projects in a Mega - Gamma/ Key Growth Account
- Client Relationship Management
- Engage with client to opportunities to deploy multiple solutions within/ across SLs to create a stronger value proposition for clients and enhance share of business
- Conduct regular customer connects (meetings/ visits/ video-conference) and Management Review Meetings (MRM) with client management/engagement managers to understand customer's current and future needs and seek feedback to improve delivery methodology/ timelines/ resource allocation
- Identify and close early warnings on a project to avoid any customer escalations
- Plan and conduct Quarterly Business Reviews (QBR) with the client management/ leadership team to drive improvement actions and mine for a new portfolio/ opportunity within the account
- Design, monitor and share account performance dashboards/ reports with the clients periodically
- Drive delivery transformation with client engagement managers to adapt to new delivery models and instill new ways of working in customer organization
- Share Wipro's capability and initiatives that may support/ fulfill customer's needs
- Delivery governance across the accounts/ projects
- Review MIS and reports to monitor and track overall project/ account delivery management
- Conduct periodic reviews with the team (DM's/PM's) on operational, quality and fulfillment parameters and new idea generation & its implementation on existing projects
- Resolve project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage
- Review and monitor revenue allocations/ realization to avoid OB revenue leakage
- Provide inputs to delivery leadership team on overall delivery performance parameters (project heath, utilization, realization etc) at an account level during reviews highlighting any critical project escalations and potential risks
- Enable revenue growth of an account within a vertical
- Identify opportunities for deployment of new technology, growth solutions and services in the account by bringing SL practices/ other capabilities for client solutioning
- Engage with existing customers to identify new business opportunities and increase the existing portfolio for an account by providing relevant solutions in order to increase delivery driven revenue
- Support pre-sales team to create and propose relevant solutions to the customer requirements/ request for proposals for a project in an account
- Support sales team with acquisition and traction of new deals by understanding the customer needs thereby ensuring higher conversion rate
- Operational Excellence
- Automation Focus
- Drive automation charter and related initiatives in an account
- Develop, drive and deploy automation led solutions and service improvements to deliver value added services to the customers thereby driving customer's business forward
- Deploy next generation hyper automation and crowdsourcing initiatives in coordination with Holmes RO team to enhance productivity, quality and speed of delivery
- Innovation Focus
- Deploy new ways of working (Agile, DevOps etc) on the projects to improve quality, delivery speed and productivity parameters
- Drive value adds and BVMs; showcase them to customer in MRM & QBR to drive growth
- Plan for periodic idea campaign at account level and share the top ideas with customer during MRM / QBR
- Drive and deploy Knowledge Management across the account
- Contribute in internal knowledge sharing initiatives at Wipro by driving internal training sessions, best practices, learnings, value adds and BVMs and deploys best practices in various projects within an account
- Deploy the Wipro's knowledge management portal across the account and monitor & track trainings
- Automation Focus
- Capability Development and Talent Pipeline Creation
- Demand forecasting in line with business requirements
- Spearhead quarterly demand forecasting and resource planning aligned to requirements of the account/ projects
- Create and deploy a workplan to fulfil the required demand from all the talent channels including external (lateral, contractors etc) hiring in coordination with WMG/ CWMG and Talent Acquisition team
- Lead upskilling initiatives across the account
- Prioritize and identify essential skills required across accounts/ projects to facilitate and drive right supply chain across the account
- Partner with competency group and talent transformation team to drive upskilling initiatives within an account
- Support workforce transformation team to identify and deploy multi-skilling upgradation model for all account employees
- Drive towards 100% mandatory training compliance for the target population within an account
- Plan and drive rotations for seed positions and ensure replacement plan to be arrived ahead of rotations
- Quarterly connect with critical talent to understand their aspirations and create their learning maps along with project managers and HRBP
- Fresher engagement program
- Ensure a stable arrangement and assimilation of rookie within an account in coordination with competency group team (classroom trainings/ e-learning, certifications, on the job training etc)
- Demand forecasting in line with business requirements
- Responsibilities:
- Managing complex banking / contact center / customer servicing operations process on a day to day basis.
- Will be responsible for maintaining very high standards of customer CSAT.
- Independently resolve outstanding issues and communicate/escalate problems to Senior Management.
- Participate in industry initiatives and working groups if required.
- Driving productivity and efficiency.
- Analysis of reports and determine authenticity of the report, and ability to identify significant variances.
- Complete ownership of deliverable of team and handling escalations.
- Attend daily calls with customer and explain the status/ progress of deliverables
- Respond to customer queries on deliverables
- Should be innovative in his approach i.e ablity to forsee any operational issues and fix it upfront
- Help team members to fix the issues in daily activities
- Act as First level of escalation on delivery issues.
- Supervision of Team Leads & Above.
- Ensure all reference data related activities are completed as per client expectations.
- Meet the TAT and error free delivery.
- Contribute to process streamlining and improvement.
- Plan and prioritize all projects handled by the team.
- Ensuring Checklist, Metrics and EOD activities are completed and signed off.
- Ensuring timely updates/review of SOPs, Issue Logs
- Ensure adherence / Managing KPI and SLAs on ongoing basis.
- Monitoring and ensuring closure of daily/weekly and monthly deliverables in various aspects of aged outstanding items
- Maintenance of escalation policies.
- A proactive approach to problem solving, taking ownership of issues and having the determination to follow things through.
- Ensure attritions targets are not breached2. Managing a team of agents in customer driven enviornment.
- Actively participate in governance calls with the clients for effective process management.
- Manage operations through end to end planning, metrics review and root cause analysis
- Manage Client relationship as part of operations delivery;
- Drive change by successful implementation of process improvement recommendations
- Review overall staff performance and recommend training needs
- Will be primary responsible for all audit related enabelers
- Liaise with HR, Facilities, Training, IT & Network teams to ensure seamless operations delivery
- Excellent oral and written communication and listening skills
- Should have prsentation skills and workign experience of creating proposals
- Responsible for achieving individual key performance indicators whilst maintaining appropriate operational risk control and compliance in all activities.
- Must possess procedure driven judgment to find the best solution to an issue.
- Maintaining a positive, empathetic, and professional attitude toward customers always.
- Communicating and coordinating with colleagues, as necessary
Critical Skills Required:
- Experience in managing call center Operations. Experience in banking customer service preferred
- Experience of having managed contact centre with a span of 250 FTE +
- Ability to build & motivate teams
- Understanding of regulatory guidelines/ laws applicable in banking industry
- Ability to manage Client escalations and Client relationships
- General working knowledge of accounting, financial spreading and credit risk analysis
- Excellent oral and written communication and listening skills
- Good Interpersonal & people management skills with good problem solving approach
- 10 to 12 Years of customer experience (non-FS) OR Fintech CX OR Intl. Banking CX
- Min 9 years of experience in Banking contact center ops
Candidate Specification:
- Selected associate should be flexible to work in 24/7 atmosphere/as per business requirement
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Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com.
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.