Manager

Wipro; Maharashtra; On-site; INR 2,800,000 - 3,600,000; Full time

Job summary

Wipro in India is seeking an experienced leader to oversee daily operations within a Retail Banking account. The role centers on increasing revenue, maximizing process efficiency and cost-effectiveness, while ensuring an excellent customer experience through strong supervision of operations and personnel.

Responsibilities include governance, contract compliance, invoicing, KPI tracking, and proactive issue resolution with stakeholders.

Qualifications

• Minimum 8–10 years of relevant experience in Retail Banking operations or programs.
• Strong stakeholder management and governance experience.
• Proven ability to optimize processes, costs and resource utilization.

Responsibilities

• Maximize process efficiency and cost effectiveness through governance and contract adherence.
• Plan strategy with Senior Stakeholders and identify new geographies for revenue opportunities.
• Ensure SLA compliance, audit readiness, and green-card delivery across accounts.
• Monitor delivery dashboards, track KPIs, and share performance with stakeholders.
• Lead project escalations, risk management, and timely invoicing as per contract terms.
• Conduct budgeting, cost tracking, and resource planning to minimize leakage.
• Collaborate with delivery heads to optimize manpower and ensure retention.
• Maintain strong engagement with customers to ensure high-quality delivery.

Skills

Retail Banking(BA)

Job description

Role Purpose

The 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.

Job description: Job Description

Role Purpose

The 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

Mandatory Skills: Retail Banking(BA) .

Experience: 8-10 Years.

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