FIRST LINE MANAGER (FLM) L2

Wipro; Chennai District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Wipro in Chennai ищет специалиста по управлению цифровыми операциями, чтобы обеспечивать выполнение кампаний и качество сервисов для клиентов. В должности ожидаются ответственность за данные производительности и взаимодействие с клиентами, с акцентом на оптимизацию и автоматизацию процессов.

Кандидат должен иметь 3–5 лет опыта в цифровых операциях, знание рекламных платформ и аналитики, а также диплом по маркетингу/аналитике. Предлагается работа в офисе с гибким расписанием и возможностью роста.

Qualifications

• Graduate degree in Marketing, Advertising, Analytics or related field.
• 3–5 years in Digital Marketing Operations or similar delivery roles.
• Experience with ad platforms and measurement tools.
• Content moderation skills are mandatory.

Responsibilities

• Ensure campaigns are executed per client contracts and meet SLA.
• Prepare weekly/monthly performance data and client updates.
• Coordinate with internal teams and client managers for progress.
• Identify automation opportunities and support optimization initiatives.
• Lead team performance reviews and coach members to improve metrics.

Skills

Content Moderation

Education

Graduate degree

Tools

Google Ads

Meta Ads Manager

DV360

Google Analytics

CRM tools

Workflow tools

Job description

The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process.

Job Description

Role Purpose

Do

• Ensure process is executed as per the client contract
  • Conduct briefings before every shift to drive focus on key metrices and debrief at the end of the shift to drive focus of the team on quality and adherence to contract compliance processes
  • Prepare notes from the huddle meetings and share it with the team
  • Prepare and share the performance data of the team with the client at the end of the shift
  • Interact with the client and prepare note to share updates and changes with the team
  • Review the performance on the key process metrices 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 it with the manager
  • Provide details and data to the automation team to support the automation initiative
• Drive performance of the team on the identified metrices 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 metrices
  • 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

Lead day-to-day delivery and team performance.Allocate workload and balance resources; monitor SLA, turnaround time, quality, productivity and utilization; review campaign intake, launch readiness and delivery health; manage escalations and risks; coach team members; enforce SOPs, QA and documentation standards; support onboarding, cross-skilling, resource planning, business continuity and continuous improvement.

Digital advertising campaign operations; team and workload management; SLA, quality, productivity and utilization management; campaign lifecycle, insertion orders, setup, optimization, QA and reporting; escalations and risk management; coaching and performance management; operational reporting and analytical problem solving

5-8 years in Digital Marketing Operations, Advertising Operations, Campaign Management, Media Operations, or related delivery environments; minimum 1-2 years leading teams or managing operational delivery

Good To Have Skiils:-

Google Ads, Meta Ads Manager, DV360, Google Analytics, CRM and workflow tools; SEO, Website Services, Local Search, Reputation Management, Digital Audio, CTV/OTT or Programmatic; workload forecasting, capacity management, Lean or Six Sigma exposure

Qualification - Graduate degree required; Marketing, Advertising, Media, Business, Communications, Analytics, or related discipline preferred

Mandatory Skills: Content Moderation.

Experience: 3-5 Years.

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.