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 this role is to execute the process and drive the performance of the team on the key metrices of the process.
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Job Responsibilities
- Overall responsibility for achieving Client's service level expectations and maintaining high quality delivery. Has clear understanding of customer KPIs.
- Responsible for improvement initiatives and enhancing complaints intake and management process efficiencies
- Achieve target of all Performance and Quality performance indicators.
- Understands relationship between PFMEA and Quality Control Plan, identifies and coordinates PFMEA/ Quality Control Plan improvements.
- Able to write detailed investigations & CAPA
- Manages efficient work allocation and tracks the overall performance of team members
- Lead Team Huddles to ensure that all the client updates are shared with the team on a regular and timely basis.
- Efficiently collate and share team's accurate weekly and monthly productivity data.
- Manages daily team attendance & shift roasters.
- Manages team attrition
- Ensures floor policies are followed
- Manages all required administrative tasks
- Keeps oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
- Keeps all company information which includes customer information confidential and secured
- Shrinkage & attendance management. • Driving Training & Compliance (Philips/Wipro)
Skills Required
- Well versed with ISO 13485/21CFR & EUMDR regulations.
- Must be able to properly use and navigate Philips tools and MS Office/MS excel/Power BI
- Good knowledge & understanding of complaints handling of medical devices
- Excellent verbal & written communication with presentation skills, should be able to communicate professionally and concisely to all business partners and other Wipro employees.
- Good Interpersonal & people management skills with good problem-solving & analytical skills.
- Able to think critically to determine the type of questions which need to be asked to gather necessary information
- Ability to exercise managerial judgment and perform as a mentor & provide trainings & guidance to the team time to time.
- Ability to achieve personal objectives while meeting departmental standards of performance.
- Ability to make decisions in unique and/or complex situations, and to resolve issues appropriately to achieve a desired result or impact.
- Expert knowledge of service procedures with demonstrated Customer Service Skills
- Knowledge of E QMS like trackwise & Salesforce is an added advantage • Able to handle a large team size of 20-30 people.
Candidate Specifications
- Bachelors in Pharmacy/ Life Science course graduate or Biomedical engineer
- Preferably with clinical experience and/or a Registered Nurse/Pharmacist
- Preferred Medical device complaints handling experience.
- 4+ years of work experience preferably in a similar process/clinical experience
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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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.