Operations Manager at Wipro Ltd.

Role Purpose

• The purpose of this role is to increase revenue, maximize processefficiency & cost-effectiveness, and ensure excellent customerexperience, through effective supervision of daily operations andpersonnel, contract compliance, resource optimization and capabilitydevelopment within an account.

Do

• Maximize process efficiency and cost effectiveness throughstrategic planning, contract compliance and governance mechanisms
• Strategy Planning with Senior Stakeholders
• Collaborate with leaders to provide strategic and operational plansassociated with the account
• Plan the strategy for the coming years by identifying newgeographies for alternate revenue streams
• Ensure a deep enough understanding of clients’ individualexperiences to head off potential issues before they become problems
• Contract compliance & adherence
• Ensure all SLA parameters are met in the account and maintain agreen card at all times
• Review and drive appropriate actions/ systemic changes on internaland external audit findings to ensure no major non-compliances are cited
• Monitor and review the account on various delivery parameters toensure quality delivery as per budget and timelines
• Delivery governance in the account
• Understand customer goals and key performance metrics and ensureexceeding those goals throughout the project
• Ensure a green card for all accounts in terms of performance andquality
• Monitor and review delivery dashboards/ MIS across accounts to trackprogress and identify potential red flags
• Participate and share account performance across operational,quality and fulfillment parameters with internal and externalstakeholders
• Lead and manage project escalations, potential risks or earlywarning signs on project delivery to eliminate any revenue leakage
• Ensure regular invoicing as per the contract terms and condition
• Forecast and track key account metrics
• Invoicing
• Timely submission of invoices to the client as defined in the SOW
• Provide information required and resolve any invoicing issues raisedby the client
• Collect and analyze statistics (costs, customer service metricsetc.)
• Assume responsibility of budgeting and tracking expenses
• Ensure outstanding performance against key metrics mentionedin the agreement
• Regular cadence around contract compliance
• Evaluate performance with key metrics (accuracy, customer servicemetrics etc.)
• Set direction for the team, track progress against targets throughregular cadence calls and course correct as require
• Drive the focus of the team on quality and adherence to contractcompliance processes
• Drive and implement structured cadence around quality, both processand transactional
• Cadence with delivery lead to ensure margins are met and the accountnumbers are at par to what is committed
• Weekly calls with WFM to ensure resource optimization, compliance tothe manpower numbers agreed in the contract, future planning in case oframp ups etc.
• Resource Allocation & Retention
• Conduct effective resource planning to maximize the productivity ofresources (people, technology etc.)
• Review and monitor resource planning and fulfillment in line withaccount requirements and costs of delivery
• Optimize manpower and minimize leakages by working closely withdelivery head
• Ensure retention by offering relevant trainings and certificationsof all allocated resources
• Lead one-on-one floor connect and other engagement activities toimprove stickiness of the delivery team
• Collaborate and influence internal key stakeholders to manageand resolve issues to ensure fulfillment and flawless delivery ofprojects
• Build people capability to ensure superior customer servicelevels of the existing account/client
• Develop Capability within service line and products as peraccount requirements
• Lead capability development initiatives to drive client specificcertifications
• Co-create capability enhancement programs with client for frontline staff and supervisory level
• Work with the Training and HR team to build and review trainingcalendar
• Ensure customer-dedicated (as a result of change inprocess/tool), guaranteed trainings are conducted for the employees inthe areas of skill development, soft skill and leadership training
• Ensure team KPIs are assigned & delivered with timeliness& accuracy keeping the end results in mind
• Partner with HR and Training teams to build training programsfor front line staff/engineers and the supervisory level
• Focus on helpingpeople develop their careers in order to retain people inthe account and reduce turnover

Stakeholder Interaction & Management

• Coordinate with internal and external stakeholders to ensurecompliance and quality in the delivery for accounts
• Interact and engage with the client leadership to communicateand update progress against account plan, project delivery etc.
• Connect with senior leadership monthly on updating on theprogress on a particular account
• Conduct monthly client connects to get feedback from client onthe services provided as well as update the clients on the progress onthe account
• Cadence with delivery lead to ensure margins are met and theaccount numbers are at par to what is committed
• Participate in monthly review meetings with WIPRO leadershipupdating them on the status and progress of each account
• Work with quality team to ensure the current business is as perthe delivery standards of the contract
• Weekly calls with WFM to ensure resource optimization,compliance to the manpower numbers agreed, future planning in case oframp ups etc.
• Provide timely assistance in case of an escalation and supportresolution 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 toenhance capability & effectiveness
• Build an internal talent pool and ensure their career progressionwithin the organization
• Manage team attrition
• Drive diversity in leadership positions
• Performance Management
• Set goals for the team, conduct timely performance reviews andprovide 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 buildengagement within the team

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

• SL Leadership
• Monthly Interaction & Reporting, Strategy andgovernance
• WFM
• Manpower planning, shift planning as per workload etc.
• Delivery Lead
• Cadence around margins and revenues
• Quality
• Quality assurance and contract compliance, Processimprovements
• Transition Team
• Handover process
• Business Finance
• Revenue/ OB booking, business planning, etc.
• RMAC
• Risk compliance
• HR
• Hiring and employee engagement and retention etc.
• 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
• Display

Lists the competencies required to perform this role effectively:
Functional Competencies/ Skill

• Domain/Industry Knowledge – Awareness and knowledge of broadeconomic, demographic, technological and global trends in the ITES/BPOindustry – Expert
• Technical Knowledge – Knowledge of operational processes,quality certifications etc. in a BPO/ITES setup– Expert
• Project Management – Knowledge of project management and handson experience in Agile methodology – Expert

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.

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

Process & Performance

Zero non-conformance on timelines with respect to the client/stakeholder requirements

Green card

%Metrics met

%deviations

Client Management

CSAT

• Zero escalations on delivery
• Resolution of escalations
• Zero non-conformance on security or compliance requirements
• Team Management

Team attrition %, Employee satisfaction score, %technicaltrainings, %general trainings

Customer Service Helpdesk