Senior Service Manager
Role Purpose
Senior Service Manager is a working manager who is accountable for the overall performance of the team and its team members. SSM role is responsible for developing & improving standards of service delivery through guiding associates and effective methods within his work area. Senior Service Manager is a working manager who is accountable for the overall performance of the team and its team members. SSM role is responsible for developing & improving standards of service delivery through guiding associates and effective methods within his work area.
Roles & Responsibilities
- Responsible for overseeing all aspects of delivery (Operations/ Technology) to ensure customer and client satisfaction. This includes planning and managing the work, empowering the team, monitoring and summarizing progress, managing and serving as an escalation point for risks
- The Senior Service Manager defines in measurable terms, the key indicators of success for their team; drives customer/ client focus grounded in strong relationships, and is responsible for building a sustainable delivery model that enables the team to meet and exceed contractual performance standards, deliver projects with quality, and improve standard operations practices within the team.
- Proactively manage resources to meet business deliverables, adjusts resource alignments based on supply/ demand and supports delivery on financial targets
- The SSM is also responsible for managing and developing the team. This includes building relationships, assessing performance, providing career and development coaching, managing pay, and improving colleague engagement.
- The Senior Service Manager should collaborate with other Performance Team Managers within and across services to ensure seamless client delivery.
- Reviewing key client requirements, translating these in to concrete actionable procedures for self and the group.
- Mapping resources needed and training them on the various tools & processes with key focus on org-directions.
- SM is ultimately responsible for significantly improving the quality of the work produced through cost effective measures and the performance of the associates across roles.
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- Build capability to ensure operational excellence and maintain superior customer service levels for the existing client
- Undertake trainings to stay current with any new features, changes and updates on client tool
- Enroll in product specific and any other trainings per client requirements/recommendations
- Conduct training sessions for Agents and QAs on any new regulatory guideline that needs to be applied to any process urgently
- Identifying and document most common problems and recommend appropriate changes to the team leader
- Updates job knowledge by participating in self learning opportunities and maintaining personal networks
- Deliver excellent customer service through effective understanding of client tool, accurate case logging and prioritization as per regulatory guidelines
- Serve as the primary point of contact for accessing cases pertaining to a specific client using designated client tool
- Develop deep understanding and use of client tool to effectively perform day today duties
- Access client tool and acknowledge to the client the receipt of the cases as per the SLA's defined in the contract
- Accurately document all pertinent case information such as case number, case type, etc. on a daily basis for all cases received
- Prioritize cases on the levels of urgency and complexity as per the regulatory guidelines defines by the client
- Accurately extract case information and create an excel listing cases along with relevant information pertaining to the cases
- Maintain logs and records of all client cases as per the standard procedures and guidelines
- Collaborate with client and undergo trainings on any new regulatory guidelines for a particular client process and implement the same on all cases
- Ensure allocation and resolution of client cases as per the defined SLAs by accurately updating internal tools, training sessions on new regulations and regular reporting
- Ensure allocation of cases to agents and QAs by accurately recording all client cases on the designated internal tracking software
- Maintain tracker of all cases received along with the allocation information for reporting purposes
- Ensure all client cases are resolved as per the defined SLA's and regulatory guidelines defined by the client
- Maintain and share the resolution status report with supervisor and client on a daily basis
- Share the hourly productivity update report with supervisors and clients on a daily basis
- Undertake client training on specific tool features and/or any other regulatory changes introduced by client/govt.
- Conduct training sessions for agents and QA ensuring the regulatory changes have been effectively communicated to all agents and QAs
- Ensure new regulatory guidelines are implemented all client processes to avoid penalties and non-compliance
- Liaise between the client and internal teams on escalations of serious issues and unique queries
- Follow up with agents and QAs to record feedback and ensure compliance to contract SLA's and regulations
- Interact and engage with the client and internal stakeholders to communicate and update progress against a particular case
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