Wipro - Senior Manager - Operations

Job Description:

- Managing business Operations encompassing Client Relationship Management, Team Management and business development majorly in Telecom, BPO & Service Industry.

- Handling large teams and process operations by effective planning & exceeding targeted goals, developing profitable and productive business relationships, distinction of accomplishing multi fold revenue increase.

- Csat-Esat-Growth/farming-Profitability

- Assurance of meeting overall business objectives (Systems, Processes and Projects)

- Enable efficient and effective service delivery to all customers and stakeholders [People, Process, Technology], responsible for end to end delivery

- Understand the operations well, the SOW & Compliance very well

- Understands customer requirement and should be ready to cater to stakeholder requirements.

- Accountable for P&L for the sit and ensuring positive OM

- Manage the service levels through effective planning and resource optimization.

- Lead and manage program, liaising with the business to maximize and continuously improve the business benefits

- Key strategic contact for business interfaces ensuring stakeholder objectives are met and strong working relationships maintained

- Lead and manage the development of training competency frameworks ensuring they are delivering current and future skill and knowledge requirements

- Lead on the creation, implementation and monitoring of an effective quality assurance framework relating to practice and service delivery. Ensure that comprehensive continuous improvement program is in place.

- Be responsible for the delivery unit's Complaints response, ensuring standards, quality requirements and timescales are met, and that learning from complaints is used effectively

- Managing Service Direction-Predictive approach rather than reactive - Proactive control

- Leading and Championing projects for process enhancement and value add for client with financial annualized benefits

Financial Responsibilities:

- Support the Head of Service in managing the service budget and manage any directly delegated budgets.

- Apply the principles of sound financial practice necessary to operate within defined budget limits. Promote a culture of value for money and sound financial practice within the team and its colleague.

- Ensure business processes comply with legislation, financial regulations and best practice.

Skills (Must have):

- Minimum 8+ yrs. of tech support/Telecom(Domain Preferred) experience in call Centre business at Managerial Level

- Extensive knowledge, experience and understanding of delivering high quality and cost effective service

- Experience of operating as a seasoned professional with a track record of delivery at a management level

- Expert understanding and knowledge of the principles of quality assurance, continuous improvement, clinical and practice Governance and some experience of their effective implementation.

- Sound practical experience/understanding of policies, processes legislation and best practice relating to all aspects of service delivery.

- Strong analytical capability and ability to showcase the same.

- Ability to advise, persuade and influence stakeholders in a professional and effective manner

- Ability to communicate accurately and appropriately with all stake holders

- Leadership and team management skills

- Ability to understand & explain problems & Solutions

- Ability to push internal customers to work towards customer satisfaction.