Operations Manager- T&S

Wipro Technologies; Hyderabad; On-site; INR 1,800,000 - 3,600,000; Full time

Job summary

Wipro Limited in Hyderabad, India, seeks an experienced Delivery & Account Governance leader to supervise daily operations, ensure contract compliance, and optimize resources for an enterprise account. You will oversee governance, invoicing, budgeting, and KPI tracking while collaborating with senior stakeholders to drive growth and customer satisfaction.

The role emphasizes strategic planning, risk management, and cost control across the account, with a focus on sustainable, high-quality

Qualifications

• Mandatory skills in Payment and Fraud (Trust & Safety).

Responsibilities

• 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 understanding of clients' individual experiences to head off potential issues.
• Contract compliance & adherence: Ensure all SLA parameters are met in the account and maintain a green card at all times; Review and drive actions on internal and external audit findings; Monitor and review the account on delivery parameters to ensure quality delivery as per budget and timelines.
• Delivery governance in the account: Understand customer goals and KPIs; Ensure a green card for performance and quality; Monitor dashboards/MIS; Lead account performance reviews with stakeholders; Manage escalations and risks to prevent revenue leakage; Ensure timely invoicing as per contract terms; Forecast and track key metrics.
• Invoicing: Timely submission of invoices; Resolve invoicing issues.
• Collect and analyze statistics (costs, customer service metrics); Assume budgeting and expense tracking; Ensure performance against key metrics; Cadence with delivery leads to ensure margins and staffing targets.
• Resource Allocation & Retention: Plan resources, monitor fulfillment, optimize manpower, provide trainings and certifications, conduct engagement activities to improve stickiness.
• Collaborate with internal stakeholders to ensure flawless delivery of projects

Skills

Payment and Fraud

Job description

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

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.

• 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 clientsâÃÂàindividual 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: Payment and Fraud( Trust & Safety).Experience: 8-10 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.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.