Senior Operations Manager/ Account Delivery Lead IT

Wipro Limited (Singapore Branch); Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

A leading global IT services firm is seeking a highly experienced Senior Operations Manager/Account Delivery Lead in Singapore. This role involves overseeing strategic delivery and client engagement across multiple regions, ensuring service excellence, and managing quality assurance programs. The ideal candidate will have 15+ years of experience, strong leadership skills, and proficiency in tools like Google Looker Studio, Tableau, and Power BI. The position also requires a focus on client relationship management and operational excellence, providing an opportunity to lead a diverse team in a dynamic environment.

Qualifications

• Minimum 15 years of experience in digital marketing, customer experience operations, product validation, or quality management.
• Proven experience leading contact center quality operations (voice and chat).
• Exceptional client management, communication, and presentation skills.

Responsibilities

• Lead end-to-end delivery and account management for key global clients across multiple regions.
• Drive account expansion through value-added insights and innovative solutions.
• Establish governance frameworks for delivery, quality, and risk management.

Skills

Expertise in quality leadership

Six Sigma methodologies

Data-driven insights

Client relationship management

Advanced data analytics

Education

Bachelor’s or Master’s degree in Business, Engineering, Marketing, or related field

Tools

Google Looker Studio

Tableau

Power BI

Job description

Wipro Limited is a leading global information technology, consulting and business process services company. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help our clients adapt to the digital world and make them successful.

A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, we have over 220,000 dedicated employees serving clients across six continents. Together, we discover ideas and connect the dots to build a better and a bold new future.

Senior Operations Manager/ Account Delivery Lead IT

We are seeking a highly experienced Account Delivery Lead to oversee strategic delivery and client engagement across Digital Marketing, Quality as a Service (QaaS), Product Validation, Market Studies, and Customer Experience Operations. Based in Singapore, this leader will drive excellence across APAC, EMEA, and the Americas, managing multi-functional teams and ensuring high‑quality performance across voice and chat‑based contact centers. The ideal candidate combines deep expertise in quality leadership, Six Sigma methodologies, and data‑driven insights using Google Looker Studio, Tableau, and Power BI.

Responsibilities

• Account & Delivery Leadership
  • Lead end‑to‑end delivery and account management for key global clients across multiple regions.
  • Ensure service delivery excellence across all engagements, meeting agreed KPIs, SLAs, and business outcomes.
  • Oversee cross‑functional teams covering digital marketing, quality assurance, market insights, and customer experience.
  • Drive consistent alignment between delivery operations and client strategic goals.
• Client & Stakeholder Management
  • Serve as the strategic partner and primary escalation point for senior client stakeholders.
  • Build long‑term client relationships through trust, transparency, and proactive engagement.
  • Manage regional stakeholder alignment across APAC, EMEA, and the Americas.
• Quality Leadership – Contact Center (Voice & Chat)
  • Lead quality assurance programs for customer support operations across voice, chat, and digital channels.
  • Develop and implement Quality as a Service (QaaS) frameworks to monitor and enhance agent performance, accuracy, empathy, and compliance.
  • Establish quality scorecards, performance metrics, and feedback loops for continuous service improvement.
  • Partner with operations, training, and product teams to address systemic quality issues and drive operational efficiency.
  • Conduct regular Six Sigma‑based process improvement projects (DMAIC) to identify root causes and eliminate defects in service delivery.
• Data Analytics & Reporting
  • Use Google Looker Studio, Tableau, and Power BI to design dashboards and visualize real‑time performance insights.
  • Transform complex data into actionable insights for business leaders and clients.
  • Define and automate reporting mechanisms for quality, productivity, and customer satisfaction.
  • Leverage data analytics to identify customer behavior trends, agent performance gaps, and process bottlenecks.
• Business Development & Strategic Growth
  • Drive account expansion through value‑added insights, innovative solutions, and digital transformation initiatives.
  • Collaborate with sales and pre‑sales teams on proposals, RFPs, and client pitches.
  • Support contract renewals and negotiation to ensure long‑term account profitability.
• Operational Excellence
  • Establish governance frameworks for delivery, quality, and risk management.
  • Standardize best practices across markets and service lines to ensure operational consistency.
  • Promote continuous improvement through benchmarking, Six Sigma projects, and customer feedback analysis.
• Leadership & Mentorship
  • Lead, coach, and inspire global delivery and quality teams.
  • Build domain and analytical capabilities across teams through structured training programs.
  • Foster a high‑performance, data‑driven, and customer‑centric culture.

Requirements

• Bachelor’s or Master’s degree in Business, Engineering, Marketing, or related field.
• Minimum 15 years of experience in digital marketing, customer experience operations, product validation, or quality management.
• Proven experience leading contact center quality operations (voice and chat).
• Deep understanding of Six Sigma methodologies (Green/Black Belt preferred).
• Advanced proficiency in Google Looker Studio, Tableau, and Power BI for performance analytics and visualization.
• Strong record of managing multi‑regional stakeholders across APAC, EMEA, and the Americas.
• Exceptional client management, communication, and presentation skills.
• Experience managing large‑scale, multi‑million‑dollar accounts.

Additionals

• Experience with Quality as a Service (QaaS) frameworks and digital transformation programs.
• Familiarity with AI‑driven analytics, CX automation, or voice/chatbot quality evaluation.
• Certifications in Lean, Six Sigma Black Belt, or PMP.

We thank all applicants for your interest but regret to inform that only shortlisted candidates would be notified.

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.