Process Excellence Lead - Banking Operations

Wipro; Bengaluru; Vor Ort; INR 1.800.000 - 3.000.000; Vollzeit

Zusammenfassung

Wipro Limited in Bengaluru, Karnataka invites a seasoned Process Excellence Lead to strengthen our Banking Operations practice. You will own process quality, drive audits, and partner with delivery teams to implement improvements.

Responsibilities include leading audits, conducting root-cause analyses, delivering training, and ensuring compliance with SOPs across the account. The role demands 8–10 years of experience in quality operations within banking or financial services.

Qualifikationen

• Quality (Ops) experience within process excellence or quality assurance.
• Experience in banking/financial services operations is preferred.
• Strong analytical and problem-solving capabilities.

Aufgaben

• Track and review the process quality through audits.
• Drive training within the account to ensure process quality is maintained.
• Support the incoming new process with online process training and skill assessment.
• Effective team management including resourcing, onboarding, and performance reviews.

Kenntnisse

Quality (Ops)

Jobbeschreibung

Process Excellence Lead - Banking Operations Job Description Job Title: Process Excellence Lead - Banking Operations City: Bengaluru State/Province: Karnataka Posting Start Date: 10/28/26 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 ensure compliance and quality of the process within an account.

Do

• Track and review the process quality through audits
  • Develop audit plan as per SOP and allocate reviews to the analysts
  • Monitor to ensure that the audits are being conducted as per plan
  • Review the audit data across the account to review the account performance on quality parameters, identify the error trends
  • Prepare reports for review for the internal leadership as well as client
  • Identify the best practices and work with the delivery team to deploy for improvement
  • Ensure compliance part of the process by front-ending with the external auditors CMMIE or any onsite audits, coordinating with the internal teams and working with SDH and AH to develop SOPs and compliance registers as required for the audits.
• Drive training within the account to ensure process quality is maintained
  • Conduct Root Cause Analysis of the errors to identify the training intervention to bridge the gap
  • conduct monthly trainings based on the error types identified in the process audits
  • Deploy various training methods (classroom based, web based etc) to develop the skill and reduce error rates
  • Develop the training reports and share with the key stakeholders including the client twice a week.
• Support the incoming new process
  • For an existing client, support the any new process addition by ensuring online process training is conducted for the agents, agents have the necessary skill and access is granted to them on applications required
  • For any new process outside the account, support the team in identifying the skill, availability of skill within DOP or avenues for upskilling the team to support the new process
• 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

Deliver

No. Performance Parameter Measure 1. Process Performance Meet quality parameters in the account
Trainings conducted
Timeliness in reporting 2. Compliance Audit reports
Compliance in audits 3. Team Management Team attrition %, Employee satisfaction score

Mandatory Skills: Quality (Ops).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.

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