Senior Group Leader

Wipro Technologies; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Wipro Limited in Hyderabad is seeking a Senior Group Leader to oversee end-to-end operations delivery, interface with the client and delivery teams, and ensure SLA compliance and revenue integrity.

You will lead resource planning for 60–100 heads, drive process improvements, governance, and coaching, with a night-shift schedule and non-voice delivery. Graduation is mandatory with 6+ years of BPO experience.

Qualifications

• Experience in BPO operations and large teams.
• Ability to manage 60–100 HC.
• Willingness to work night shifts.
• Knowledge of SLA, KPI, and governance.

Responsibilities

• Responsible for the end-to-end operations delivery.
• Acts as an interface between the client team and operations delivery team for day-to-day issues.
• Ensure adherence to SLAs, meeting OKRs on Productivity, Quality and Utilization, and improve operational performance.
• Identify process improvement areas and drive initiatives to improve metrics.

Skills

People management

Client relationship

Verbal & written communication

Problem solving

MS Office

MIS reporting

Education

Graduation

Tools

MS Office

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.

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

Voice/ Non-Voice: Non-Voice

Shift: 24*7

Qualification: Graduation

Experience Breakup: BPO

Experience of LIDAR Labelling would be an added advantage

Good Interpersonal & people management skills with good problem solving approach.

Need to handle a span size of 60 to 100 HC

Need to have sound customer service skills and soft skills with prime focus being on customer satisfaction

Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools

Excellent analytical skills for MIS, number crunching & reporting to internal & external customers, problem-solving, decision-making & management skills

Ability to exercise managerial judgment and perform as a mentor

Ability to handle stressful situations / Should have patience and not be overawed by difficult situations / Situation handling skills

Knowledge of Client and end user requirement (Before starting floor management).

Basic understanding and ability to trouble shoot issues and implement change as needed

Basic knowledge of forecasting and scheduling techniques, operation policies and procedures and MIS

Ability to drive results against SLA performance indicators

Candidate must be able to work in night shifts.

Ability to work in a challenging/dynamic environment and meet the timelines

Responsibilities:

Responsible for the end-to-end operations delivery

Acts as an interface between the client team and operations delivery team for any day-to-day issues in operations

Ensure adherence to SLAs, meeting Customer OKRs on Productivity, Quality, Utilization etc... and improve operational performance

Identify process improvement areas and take initiatives to improve operational metrics like productivity, quality, TAT, etc.

Provide coaching and feedback to team members to enable them to improve their performance

Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements

Drive reward and recognition activity on the floor

Client management and drive client feedback

Ensure compliance with internal policies and procedures, external regulations and information security standards

Liaise with sales and solution design team to grow the account in similar lines of business

Create a workforce requirement plan for the engagement when the team is growing and future business is expected

Hold appraisal for the Process leaders and Team leaders in the Hierarchy.

Drive people initiatives, Ideations, and Projects by team or by customers

Monitor and drive Revenue management for the process

Meeting the SLA of Attrition, Shrinkage etc...

Ensures attrition is within the benchmark and takes initiatives to retain people.

Driving People Engagement and developing the leadership skills of their direct reportees, Ensuring that there is succession planning for all critical resources

Nationality: Indian

Position: Senior Group Leader

Wipro Band: B3

Voice/ Non-Voice: Non-Voice

Shift: 24*7

Qualification: Graduation

Experience: Minimum 6 Years

Experience Breakup: BPO

Essential Hiring Skills:

• Experience of LIDAR Labelling would be an added advantage Good Interpersonal & people management skills with good problem solving approach. Need to handle a span size of 60 to 100 HC Excellent verbal & written communication & presentation skills Need to have sound customer service skills and soft skills with prime focus being on customer satisfaction Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools Excellent analytical skills for MIS, number crunching & reporting to internal & external customers, problem-solving, decision-making & management skills Ability to exercise managerial judgment and perform as a mentor Ability to handle stressful situations / Should have patience and not be overawed by difficult situations / Situation handling skills Leadership skills / Team Management Skills Knowledge of Client and end user requirement (Before starting floor management). Basic understanding and ability to trouble shoot issues and implement change as needed Basic knowledge of forecasting and scheduling techniques, operation policies and procedures and MIS Ability to drive results against SLA performance indicators Candidate must be able to work in night shifts. Ability to work in a challenging/dynamic environment and meet the timelines

Languages: English (Read/Write/Speak)

Nationality: Indian

Job Location: Hyderabad

Mandatory Skills: Geographic Information Systems(Maps). Experience: 5-8 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.