Team Leader

Wipro; Philippines; On-site; PHP 700,000 - 900,000; Full time

Job summary

Wipro Limited is seeking a Team Leader in Quezon City, Philippines to drive performance of a collections team. You will coach 15-20 agents, manage SLAs, KPIs, and customer financial needs, and ensure a best-in-class customer experience.

You will review performance data, develop PCCP plans for low performers, coordinate with stakeholders, and support escalation resolution while upholding quality standards. The role demands strong leadership in a fast-paced contact center environment and mortgage

Qualifications

• 1-3 years of relevant experience in a team-lead role
• Experience in mortgage origination or collections is a plus

Responsibilities

• Strong experience in BPO collections operations and managing SLA, KPIs, and project deliverables
• Coaches and manages a 15-20 member team to meet customer financial needs with best-in-class service
• Identifies, manages, and escalates risks impacting the business
• Monitors interactions for accuracy and adherence to approved practices
• Uses reporting to guide coaching and performance management
• Supports performance evaluations and training needs, including PCCP planning

Skills

Mortgage Originations

Job description

Team Leader

Company : Wipro Job Type : Full Time Quezon City, Philippines

Job Description - Team Leader

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 execute the process and drive the performance of the team on the key metrices of the process.

Responsibilities

• Strong experience BPO Collections Operations and Managing SLA, KPIs, and project deliverables
• Responsible for working directly with team members and customers to ensure customer financial needs are met by providing a best in class customer experience.
• Performs day-to-day coaching and management of 15-20 team members that receive customer inquiries or issues
• Works with management and team members to proactively identify, manage, and elevate risks which may impact the business
• Monitors interactions to ensure that team members are giving accurate information and following approved practices
• Coaches and develops a positive and productive work environment and builds relationships with business partners.
• Utilizes reporting for business metrics to guide team member coaching and performance management.
• Resolves routine and some escalated problems and exercises judgment in making override decisions or recommends action to top level management for decisions outside authority level
• Ensures capabilities and knowledge of team members keeps pace with customer expectations.
• Assists and makes employment decisions and sets performance standards; trains and coaches staff, writes and conducts performance evaluations.
• May perform budgetary analysis, reports or special project work as requested by business partners and senior management.
• Delivers what is promised in line with customer expectations
• Responsible for achieving individual key performance indicators whilst maintaining appropriate operational risk control and compliance in all activities
• Must possess procedure driven judgment in order to find the best solution to an issue.
• Excelling in a fast-paced, collaborative environment that requires accuracy, multitasking and effective communication.
• Should take escalation calls as needed/required.

Drive performance of the team on the identified metrices of the process

• Review last 6-8 weeks performance data (RAG) and identify low performers
• Provide feedback and coach the outliers/ low performers to improve their performance metrices
• Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers
• Handhold the employees on performance on process and monitor for improvements
• Identify training needs for new joiners especially and track their daily progress
• Conduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the client’s end

Stakeholder Interaction & Management

• Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts
• Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc.
• Participate in monthly review meetings with Account Delivery leadership updating them on the status and progress of the account
• Work with quality team to ensure the quality improvements as per the delivery standards of the contract
• Provide timely assistance in case of an escalation and support resolution of escalations/ issues

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

Mandatory Skills: Mortgage(Originations)

.Experience: 1-3 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.