Wipro Manager

4 weeks ago

Toronto, Ontario, Canada Wipro Full time

Role Overview


The Senior Operations Manager - Client Relationship Management will be responsible for executing processes and driving performance of the team on key metrics. The successful candidate will ensure process execution according to client contracts, conduct briefings before shifts, and debrief at the end of shifts. They will prepare notes from huddle meetings and share with the team, as well as prepare and share performance data with clients.


Key Responsibilities



  • Ensure process execution as per client contract
  • Conduct briefings before every shift to drive focus on key metrics
  • Debrief at the end of the shift to drive focus on quality and adherence to contract compliance processes
  • Prepare notes from huddle meetings and share with the team
  • Prepare and share performance data of the team with the client at the end of the shift
  • Interact with the client and prepare notes to share updates and changes with the team
  • Review performance on key process metrics and conduct RCA to improve quality parameters
  • Prepare presentation on weekly and monthly performance data for the manager to be shared with the client
  • Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects
  • Be part of the discussion between manager and WFM team on forecast and number of agents required
  • Organize fun hours on Friday for the team to promote team engagement
  • Identify opportunities for automation within the account and share with the manager
  • Provide details and data to the automation team to support the automation initiative
  • Drive performance of the team on identified metrics of the process
  • Review last 6-8 weeks performance data (RAG) and identify low performers
  • Provide feedback and coach the outliers/low performers to improve their performance metrics
  • Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers
  • Handhold the employees on performance on process and monitor for improvements
  • Identify training needs for new joiners especially and track their daily progress
  • Conduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the client's end
  • Stakeholder Interaction & Management: Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts
  • Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc.
  • Participate in monthly review meetings with Account Delivery leadership updating them on the status and progress of the account
  • Work with quality team to ensure the quality improvements as per the delivery standards of the contract
  • Provide timely assistance in case of an escalation and support resolution of escalations/issues
  • Effective Team Management: Resourcing, Hire adequate and right resources for the team
  • Talent Management: Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
  • Build an internal talent pool and ensure their career progression within the organization
  • Manage team attrition
  • Drive diversity in leadership positions
  • Performance Management: Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
  • Ensure that the Performance Nxt is followed for the entire team
  • Employee Satisfaction and Engagement: Lead and drive engagement initiatives for the team
  • Track team satisfaction scores and identify initiatives to build engagement within the team
  • Stakeholder Interaction: Stakeholder Type, Stakeholder Identification, Purpose of Interaction
  • Internal Delivery Lead: Cadence around margins and revenues
  • Quality: Quality assurance and contract compliance, Process improvements
  • 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, knowledge sharing
  • External: Clients/ Customers, Client connect to give updates and get feedback on the process
  • Fix any deviations
  • Display: Lists the competencies required to perform this role effectively
  • Functional Competencies/ Skill Domain/Industry Knowledge - Awareness and knowledge of broad economic, demographic, technological and global trends in the ITES/BPO industry
  • Competent Technical Knowledge
  • FLM Certification by Wipro, Knowledge of operational processes, quality certifications etc. in a BPO/ITES setup
  • Competent Project Management - Knowledge of project management and hands on experience in Agile methodology
  • Competent Competency Levels: Foundation, Knowledgeable about the competency requirements
  • Demonstrates (in parts) frequently with minimal support and guidance
  • Competent: Consistently demonstrates the full range of the competency without guidance
  • Extends the competency to difficult and unknown situations as well
  • Expert: Applies the competency in all situations and is serves as a guide to others as well
  • Masters: Coaches others and builds organizational capability in the competency area
  • Serves as a key resource for that competency and is recognized within the entire organization
  • Behavioral Competencies: Project Management Skills, Analytical Skills, Execution Excellence, Managing Complexity, Handling Pressure, Client centricity, Passion for results, Nurturing people, Stakeholder Management
  • Deliver: No. Performance Parameter, Measure 1. Process Performance, Zero non-conformance on timelines with respect to the client/stakeholder requirements, Productivity %Metrics met %deviations Vaule add to the client (FTE reduction)
  • Measure 2. Client Management, CSAT/NPS, Zero escalations on delivery, Resolution of escalations
  • Measure 3. Team Management, Team attrition %, Employee satisfaction score, %technical trainings, %general trainings
  • Wipro Commitment

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.


Job Category


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