MID LEVEL MANAGER (MLM) L3

Wipro Philippines Inc.; Manila; On-site; PHP 1,000,000 - 1,300,000; Full time

Job summary

Wipro Limited is seeking a Mid Level Manager (MLM) L3 to lead the Service Delivery team in Quezon City, overseeing customer service and collections for banking operations.

The role requires 8–10 years in banking contact centre operations, with 6–7 years in UK/US banking ops, and proven ability to manage a 50 FTE team, drive productivity, and resolve escalations.

You will partner with clients, ensure SLAs, analyze reports, and implement process improvements for error-free service.

Qualifications

• Experience in managing call centre operations.
• Experience in banking customer service/collections.
• Ability to build & motivate teams.
• Understanding of regulatory guidelines/laws in banking.

Responsibilities

• Managing customer servicing process on a day to day basis.
• Independently resolve issues and escalate to Senior Management.
• Drive productivity and efficiency.
• Analyze reports and ensure data accuracy and timely updates.
• Maintain KPI/SLA adherence and end-to-end deliverables.

Skills

Call centre operations

Banking customer service

Team leadership

Regulatory compliance

Client relationship management

Education

Graduate - Any Discipline

Job description

Job Title:MID LEVEL MANAGER (MLM) L3

City:Quezon City

State/Province:Manila

Posting Start Date:7/2/26

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 Title - Service Delivery Manager (Customer Service & Collections)

Job Description:

Experience

8 to 10 Years of banking operations experience

Experience Breakup

Min 6-7 years of experience in Banking contact centre ops UK/US

Responsibilities

• Managing customer servicing process on a day to day basis
• Independently resolve outstanding issues and communicate/escalate problems to Senior Management.
• Driving productivity and efficiency
• Analysis of reports and determine authenticity of the report, and ability to identify significant variances.
• Complete ownership of deliverable of team and handling escalations.
• Attend daily calls with customer and explain the status/ progress of deliverables
• Respond to customer queries on deliverables
• Help team members to fix the issues in daily activities
• Act as first level of escalation on delivery issues
• Ensure all reference data related activities are completed as per client expectations
• Meet the TAT and error free delivery
• Contribute to process streamlining and improvement
• Plan and prioritize all projects handled by the team.
• Ensuring Checklist, Metrics and EOD activities are completed and signed off.
• Ensuring timely updates/review of SOPs, Issue Logs
• Ensure adherence / Managing KPI and SLAs on ongoing basis
• Monitoring and ensuring closure of daily/weekly and monthly deliverables in various aspects of aged outstanding items
• Maintenance of escalation policies
• A proactive approach to problem solving, taking ownership of issues and having the determination to follow things through
• Ensure attritions targets are not breached2. Managing a team of agents in customer driven environment
• Actively participate in governance calls with the clients for effective process management
• Manage operations through end to end planning, metrics review and root cause analysis
• Manage Client relationship as part of operations delivery;
• Drive change by successful implementation of process improvement recommendations
• Review overall staff performance and recommend training needs

Essential Hiring Skills

1. Experience in managing call centre Operations.
2. Experience in banking customer service/Collections preferred Experience of having managed team of agents with a span of 50 FTE
3. Ability to build & motivate teams
4. Understanding of regulatory guidelines/ laws applicable in banking industry
5. Ability to manage Client escalations and Client relationships Excellent oral and written communication and listening skills.
6. Qualification - Graduate - Any Discipline

Good to have Hiring Skills

• Exposure to UK / US Banking industry.
• Experience in underwriting and payouts experience preferred but can be good to have.

Mandatory Skills: Mortgage(Originations). 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.