SENIOR MLM L3

Wipro; Bengaluru; On-site; INR 3,000,000 - 6,000,000; Full time

Job summary

Wipro in Bengaluru is seeking a senior operations leader to drive revenue growth, optimize delivery, and ensure top-tier client experience through strategic supervision of daily operations, governance, and contract compliance. You will lead cross-functional teams, plan long-term strategies with stakeholders, monitor performance against SLAs, and ensure green delivery across the account.

This role demands 10+ years of experience in content moderation or related delivery leadership, with a proven

Qualifications

• Mandatory: Content Moderation experience.
• 10+ years of experience in delivery/operations leadership.
• Proven ability to drive governance, budgets and client satisfaction.

Responsibilities

• Maximize revenue and cost efficiency through strategic planning and governance.
• Lead delivery governance, ensure SLA compliance and green delivery.
• Monitor dashboards, drive actions from audit findings, and report to leadership.
• Plan and execute resource allocation, retention, and performance improvements.
• Invoicing, budgeting, and ensuring timely contract compliance and delivery.

Skills

Content Moderation

Job description

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 leadership and supervision of daily operations and personnel, strategy planning, contract compliance, resource optimization and capability development for an account.͏

Do

• Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms
• Strategy Planning with Senior Stakeholders & Clients
  • 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
  • Collaborate with clients and identify countries that need to be mapped to bring revenues for the same product
  • Part of internal WIPRO leadership planning meeting to discuss revenue numbers for the account
  • Report to global delivery account head on status of the account
  • 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

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• 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
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• 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
• Work with internal teams by supporting activities such as RFP response, doing use capability demonstrations, and participating in the customer calls to sell solutions
• Identify opportunities for quick wins through automation and related initiatives in the account (wherever applicable)
• Collect and analyze statistics (costs, customer service metrics etc.)
• Assume responsibility of budgeting and tracking expenses
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• 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 required
    • 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: Content Moderation .

Experience: >10 YEARS
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