First Line Manager (Flm) L1
Wipro • Hyderabad, Sindh, Pakistan
15 days ago
Job description
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 230000 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 .
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.
Deliver
No Performance Parameter Measure 1 Process Performance Zero non-conformance on timelines with respect to the client/ stakeholder requirements
Productivity
%Metrics met
%deviations
Vaule add to the client (FTE reduction)2
Client Management CSAT/NPS
Zero escalations on delivery
Resolution of escalations
Zero non-conformance on security or compliance requirements3 Team Management Team attrition % Employee satisfaction score %technical trainings %general trainings
Do
Ensure process is executed as per the client contract
- Conduct briefings before every shift to drive focus on key metrices and debrief at the end of the shift to drive focus of the team on quality and adherence to contract compliance processes
- Prepare notes from the huddle meetings and share it with the team
- Prepare and share the performance data of the team with the client at the end of the shift
- Interact with the client and prepare note to share updates and changes with the team
- Review the performance on the key process metrices and conduct RCA to improve quality parameters
- Prepare presentation on weekly and monthly performance data for the manager to be shared with the client
- Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects
- Be part of the discussion between manager and WFM team on forecast and number of agents required
- Organize fun hours on Friday for the team to promote team engagement
- Identify opportunities for automation within the account and share it with the manager
- Provide details and data to the automation team to support the automation initiative
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 clientÃÂÃÂÃÂs 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
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.
Deliver
No Performance Parameter Measure 1 Process Performance Zero non-conformance on timelines with respect to the client/ stakeholder requirements
Productivity
%Metrics met
%deviations
Vaule add to the client (FTE reduction)2
Client Management CSAT/NPS
Zero escalations on delivery
Resolution of escalations
Zero non-conformance on security or compliance requirements3 Team Management Team attrition % Employee satisfaction score %technical trainings %general trainings
Do
Ensure process is executed as per the client contract
- Conduct briefings before every shift to drive focus on key metrices and debrief at the end of the shift to drive focus of the team on quality and adherence to contract compliance processes
- Prepare notes from the huddle meetings and share it with the team
- Prepare and share the performance data of the team with the client at the end of the shift
- Interact with the client and prepare note to share updates and changes with the team
- Review the performance on the key process metrices and conduct RCA to improve quality parameters
- Prepare presentation on weekly and monthly performance data for the manager to be shared with the client
- Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects
- Be part of the discussion between manager and WFM team on forecast and number of agents required
- Organize fun hours on Friday for the team to promote team engagement
- Identify opportunities for automation within the account and share it with the manager
- Provide details and data to the automation team to support the automation initiative
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 clientÃÂÃÂÃÂs 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
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.
Deliver
No Performance Parameter Measure 1 Process Performance Zero non-conformance on timelines with respect to the client/ stakeholder requirements
Productivity
%Metrics met
%deviations
Vaule add to the client (FTE reduction)2
Client Management CSAT/NPS
Zero escalations on delivery
Resolution of escalations
Zero non-conformance on security or compliance requirements3 Team Management Team attrition % Employee satisfaction score %technical trainings %general trainings
Do
Ensure process is executed as per the client contract
- Conduct briefings before every shift to drive focus on key metrices and debrief at the end of the shift to drive focus of the team on quality and adherence to contract compliance processes
- Prepare notes from the huddle meetings and share it with the team
- Prepare and share the performance data of the team with the client at the end of the shift
- Interact with the client and prepare note to share updates and changes with the team
- Review the performance on the key process metrices and conduct RCA to improve quality parameters
- Prepare presentation on weekly and monthly performance data for the manager to be shared with the client
- Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects
- Be part of the discussion between manager and WFM team on forecast and number of agents required
- Organize fun hours on Friday for the team to promote team engagement
- Identify opportunities for automation within the account and share it with the manager
- Provide details and data to the automation team to support the automation initiative
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 clientÃÂÃÂÃÂs 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
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.
Deliver
No Performance Parameter Measure 1 Process Performance Zero non-conformance on timelines with respect to the client/ stakeholder requirements
Productivity
%Metrics met
%deviations
Vaule add to the client (FTE reduction)2
Client Management CSAT/NPS
Zero escalations on delivery
Resolution of escalations
Zero non-conformance on security or compliance requirements3 Team Management Team attrition % Employee satisfaction score %technical trainings %general trainings
Do
Ensure process is executed as per the client contract
- Conduct briefings before every shift to drive focus on key metrices and debrief at the end of the shift to drive focus of the team on quality and adherence to contract compliance processes
- Prepare notes from the huddle meetings and share it with the team
- Prepare and share the performance data of the team with the client at the end of the shift
- Interact with the client and prepare note to share updates and changes with the team
- Review the performance on the key process metrices and conduct RCA to improve quality parameters
- Prepare presentation on weekly and monthly performance data for the manager to be shared with the client
- Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects
- Be part of the discussion between manager and WFM team on forecast and number of agents required
- Organize fun hours on Friday for the team to promote team engagement
- Identify opportunities for automation within the account and share it with the manager
- Provide details and data to the automation team to support the automation initiative
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 clientÃÂÃÂÃÂs 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
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.
Deliver
No Performance Parameter Measure 1 Process Performance Zero non-conformance on timelines with respect to the client/ stakeholder requirements
Productivity
%Metrics met
%deviations
Vaule add to the client (FTE reduction)2
Client Management CSAT/NPS
Zero escalations on delivery
Resolution of escalations
Zero non-conformance on security or compliance requirements3 Team Management Team attrition % Employee satisfaction score %technical trainings %general trainings
Do
Ensure process is executed as per the client contract
- Conduct briefings before every shift to drive focus on key metrices and debrief at the end of the shift to drive focus of the team on quality and adherence to contract compliance processes
- Prepare notes from the huddle meetings and share it with the team
- Prepare and share the performance data of the team with the client at the end of the shift
- Interact with the client and prepare note to share updates and changes with the team
- Review the performance on the key process metrices and conduct RCA to improve quality parameters
- Prepare presentation on weekly and monthly performance data for the manager to be shared with the client
- Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects
- Be part of the discussion between manager and WFM team on forecast and number of agents required
- Organize fun hours on Friday for the team to promote team engagement
- Identify opportunities for automation within the account and share it with the manager
- Provide details and data to the automation team to support the automation initiative
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 clientÃÂÃÂÃÂs 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: Geographic Information Systems(Maps).
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.
Required Experience:
Manager
Employment Type : Full Time
Experience: years
Vacancy: 1