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: Service Delivery Manager - Collections
Location: Quezon City, Manila
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Education: Any Graduates
Roles & Responsibilities:
- Managing collection operations /customer servicing process on a day-to-day basis
- 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
- Help team members to fix the issues in daily activities
- Act as first/Second level of escalation on delivery issues
- Supervision of Lead Analysts, Senior Analyst and Analyst
- 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
- Ensure attritions targets are not breached2. Managing a team of agents in customer driven environment
- 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
- Liaise with HR, Facilities, Training, IT & Network teams to ensure seamless operations delivery
Skills:
- Experience in collection process preferred
- Experience of having managed team of agents with a span of 150 FTE
- Ability to build & motivate teams
- Understanding of regulatory guidelines/ laws applicable in banking industry
- Ability to manage Client escalations and Client relationships
- Excellent oral and written communication and listening skills
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.