Mid Level Manager (MLM) - L2
- Wipro
- 5 - 8 years
- Hyderabad
- 22 days ago
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Job Description
Role PurposeThe purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account.
Do
- Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms
- Strategy Planning with Senior Stakeholders
- Collaborate with leaders to provide strategic and operational plans associated with the account
- Plan the strategy for the coming years by identifying new geographies for alternate revenue streams
- Ensure a deep enough understanding of clients individual experiences to head off potential issues before they become problems
- Contract compliance & adherence
- Ensure all SLA parameters are met in the account and maintain a green card at all times
- Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited
- Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines
- Delivery governance in the account
- Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project
- Ensure a green card for all accounts in terms of performance and quality
- Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags
- Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders
- Lead and manage project escalations, potential risks or early warning 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 raised by the client
- Collect and analyze statistics (costs, customer service metrics etc.)
- Assume responsibility of budgeting and tracking expenses
- Ensure outstanding performance against key metrics mentioned in the agreement
- Regular cadence around contract compliance
- Evaluate performance with key metrics (accuracy, customer service metrics etc.)
- Set direction for the team, track progress against targets through regular cadence calls and course correct as require
- Drive the focus of the team on quality and adherence to contract compliance processes
- Drive and implement structured cadence around quality, both process and transactional
- Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed
- Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc.
- Resource Allocation & Retention
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery
- Optimize manpower and minimize leakages by working closely with delivery head
- Ensure retention by offering relevant trainings and certifications of all allocated resources
- Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team
- Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & Operations
Role Category: Customer Success, Service & Operations - Other
Role: Customer Service
Employement Type: Full time
Contact Details:
Company: WiproLocation(s): Hyderabad
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Keyskills: Geographic Information System RSAT Strategy Planning MIS customer service contract compliance
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Wipro
Wipro Infrastructure Engineering is a cutting-edge industrial engineering business with expertise spanning Hydraulics, Industrial Automation, Aerospace, Water treatment, and Additive Manufacturing with more than 20 state-of-the-art manufacturing facilities across 4 continents
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