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Senior Service Manager

AT Wipro
Wipro

Senior Service Manager

Coimbatore, India

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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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.

Client-provided location(s): Coimbatore, Tamil Nadu, India
Job ID: Wipro-1140438755
Employment Type: Other