The purpose of this role is to execute the process and drive theperformance of the team on the key metrices of the process.
Ensure process is executed as per the client contract
Drive performance of the team on the identified metrices ofthe process
Stakeholder Interaction & Management
Effective Team Management
Drive diversity in leadership positions
Employee Satisfaction and Engagement
| | | | | --- | --- | --- | | Stakeholder Type | Stakeholder Identification | Purpose of Interaction | | Internal | Delivery Lead | Cadence around margins and revenues | | Quality | Quality assurance and contract compliance, Processimprovements | | Transition Team | Handover process | | RMAC | Risk compliance | | HR | Employee engagement and retention etc. | | Talent Acquisition | Hiring | | IT | Systems and platforms | | Talent Transformation Team, Competency Group | Plan and support delivery of Technical Trainings, knowledgesharing | | External | Clients/ Customers | Client connect to give updates and get feedback on the process.Fix any deviations |
Lists the competencies required to perform this role effectively:
| | | | --- | --- | | Competency Levels | | Foundation | Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance. | | Competent | Consistently demonstrates the full range of the competencywithout guidance. Extends the competency to difficult and unknownsituations as well. | | Expert | Applies the competency in all situations and is serves as a guideto others as well. | | Master | Coaches others and builds organizational capability in thecompetency area. Serves as a key resource for that competency and isrecognized within the entire organization. |
| | | | | --- | --- | --- | | No. | Performance Parameter | Measure | | 1. | Process Performance | Zero non-conformance on timelines with respect to the client/stakeholder requirements<br><br>Productivity<br><br>%Metrics met<br><br>%deviations<br><br>Vaule add to the client (FTE reduction) | | 2. | Client Management | CSAT/NPS<br><br>Zero escalations on delivery<br><br>Resolution of escalations<br><br>Zero non-conformance on security or compliance requirements | | 3. | Team Management | Team attrition %, Employee satisfaction score, %technicaltrainings, %general trainings |
Responsible for managing team of associates
Independently handle, assist the customer to determine problems and provide resolutions on
any customer care issues & service problems, coordinate escalations, assess customer’s needs
Motivating associates through effective management, career development and
implementation of reporting mechanisms
Liaison with other areas of the company affecting technical support.
One on One Relationship management
Analysis of reports including process dashboards and team performance reports.
Initiate appropriate action plans and trainings
Manage attendance & attendance incentive for the team. Managing periodic shift level
projects/initiatives & responsible for the administrative aspects of the group/shift.
Mentor and assist new hires
Handle customer complaints and provide resolution for escalated calls
Keep oneself and ensures one’s team is updated, aware of, and compliant to all Company
policies and procedures which include Information Security Management Systems
Ensure that all company information which includes customer information are kept
confidential and secured
Should have patience and not be overawed by difficult situations
Need to have sound customer service skills and soft skills with prime focus being on customer
Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services &
Excellent verbal & written communication & presentation skills
Good Interpersonal & people management skills with good problem solving approach.
Expert knowledge of service procedures
Good analytical skills for MIS, number crunching & reporting to internal & external customers
Ability to exercise managerial judgment and perform as a mentor
Demonstrated Customer Service Skills
Situation handling skills
Unconscious bias training
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 240,000 employees and business partners across 66 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world.