Wipro | MID LEVEL MANAGER (MLM) L3

Responsibilities

• 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.
• 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.
• 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.
• 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.
• Timely submission of invoices to the client as defined in the SOW.
• Provide information required and resolve any invoicing issues raised by the client.
• Ensure outstanding performance against key metrics mentioned in the agreement.
• Evaluate performance with key metrics (accuracy, customer service metrics etc.).
• 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.
• 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.
• 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.
• Collect and analyze statistics (costs, customer service metrics etc.)

Wipro Limited

Wipro Limited is one of India's largest information technology services and consulting companies. Founded in 1945 and headquartered in Bengaluru, it serves clients across 65 countries with consulting, design, engineering and operations services, and its shares trade on the NSE and BSE in India with American Depositary Shares on the NYSE (WIT).

Alongside its technology career tracks, Wipro runs large finance and accounting operations — record to report, procure to pay, order to cash, invoice processing, payroll and controllership — within its business process services and corporate finance teams, plus FP&A, taxation, treasury and internal audit. CA, CMA, ACCA and MBA (Finance) profiles are hired into these roles across its India campuses.

• Industry: Information technology services and consulting
• Headquarters: Bengaluru, India
• In India: Major campuses in Bengaluru, Hyderabad, Pune, Chennai, Kochi, Noida, Gurugram and Kolkata, with offices across India