Mid Level manager (MLM)

Wipro

Sep 20, 2024

Applications are closed

Job
Full-time
Senior Level

Requirements

* Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms
* Strategy Planning with Senior Stakeholders
* 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
* Contract compliance & adherence
* 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
* Delivery governance in the account
* Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project
* 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
* Invoicing
* Timely submission of invoices to the client as defined in the SOW
* Provide information required and resolve any invoicing issues raised by the client
* Collect and analyze statistics (costs, customer service metrics etc.)
* Assume responsibility of budgeting and tracking expenses
* Ensure outstanding performance against key metrics mentioned in the agreement
* Regular cadence around contract compliance
* Evaluate performance with key metrics (accuracy, customer service metrics etc.)
* Set direction for the team, track progress against targets through regular cadence calls and course correct as require
* 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
* Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed
* Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc.
* Resource Allocation & Retention
* 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
* Optimize manpower and minimize leakages by working closely with delivery head
* 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
* Build people capability to ensure superior customer service levels of the existing account/client
* Develop Capability within service line and products as per account requirements
* Lead capability development initiatives to drive client specific certifications
* Co-create capability enhancement programs with client for front line staff and supervisory level
* Work with the Training and HR team to build and review training calendar
* Ensure customer-dedicated (as a result of change in process/tool), guaranteed trainings are conducted for the employees in the areas of skill development, soft skill and leadership training
* Ensure team KPIs are assigned & delivered with timeliness & accuracy keeping the end results in mind
* Partner with HR and Training teams to build training programs for front line staff/engineers and the supervisory level
* Focus on helping people develop their careers in order to retain people in the account and reduce turnover
* 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 leadership to communicate and update progress against account plan, project delivery etc.
* Connect with senior leadership monthly on updating on the progress on a particular account
* Conduct monthly client connects to get feedback from client on the services provided as well as update the clients on the progress on the account
* Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed
* Participate in monthly review meetings with WIPRO leadership updating them on the status and progress of each account
* Work with quality team to ensure the current business is as per the delivery standards of the contract
* Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed, future planning in case of ramp ups etc.
* 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
* Stakeholder Interaction
* Stakeholder Type
* Stakeholder Identification
* Purpose of Interaction
* Internal
* SL Leadership
* Monthly Interaction & Reporting, Strategy and governance
* WFM
* Manpower planning, shift planning as per workload etc.
* Delivery Lead
* Cadence around margins and revenues
* Quality
* Quality assurance and contract compliance, Process improvements
* Transition Team
* Handover process
* Business Finance
* Revenue/ OB booking, business planning, etc.
* RMAC
* Risk compliance
* HR
* Hiring and employee engagement and retention etc.
* IT
* Systems and platforms
* Talent Transformation Team, Competency Group
* Plan and support delivery of Technical Trainings, knowledge sharing
* External
* Clients/ Customers
* Client connect to give updates and get feedback on the process. Fix any deviations
* Functional Competencies/ Skill
* Domain/Industry Knowledge - Awareness and knowledge of broad economic, demographic, technological and global trends in the ITES/BPO industry - Expert
* Technical Knowledge - Knowledge of operational processes, quality certifications etc. in a BPO/ITES setup- Expert
* Project Management - Knowledge of project management and hands on experience in Agile methodology - Expert
* Competency Levels
* Foundation
* Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
* Competent
* Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
* Expert
* Applies the competency in all situations and is serves as a guide to others as well.
* Master
* Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.
* Behavioral Competencies
* Project Management Skills
* Analytical Skills
* Execution Excellence
* Managing Complexity
* Handling Pressure
* Client centricity
* Passion for results
* Nurturing people
* Stakeholder Management
* Performance Management
* Process & Performance
* Zero non-conformance on timelines with respect to the client/ stakeholder requirements
* Green card
* %Metrics met
* %deviations
* Client Management
* CSAT
* Zero escalations on delivery
* Resolution of escalations
* Zero non-conformance on security or compliance requirements
* Team Management
* Team attrition %, Employee satisfaction score, %technical trainings, %general trainings

Responsibilities

Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms
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
Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project
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
Collect and analyze statistics (costs, customer service metrics etc.)
Assume responsibility of budgeting and tracking expenses
Regular cadence around contract compliance
Evaluate performance with key metrics (accuracy, customer service metrics etc.)
Set direction for the team, track progress against targets through regular cadence calls and course correct as required
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
Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed
Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc.
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
Optimize manpower and minimize leakages by working closely with delivery head
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
Build people capability to ensure superior customer service levels of the existing account/client
Develop Capability within service line and products as per account requirements
Lead capability development initiatives to drive client specific certifications
Co-create capability enhancement programs with client for front line staff and supervisory level
Work with the Training and HR team to build and review training calendar
Ensure customer-dedicated (as a result of change in process/tool), guaranteed trainings are conducted for the employees in the areas of skill development, soft skill and leadership training
Ensure team KPIs are assigned & delivered with timeliness & accuracy keeping the end results in mind
Partner with HR and Training teams to build training programs for front line staff/engineers and the supervisory level
Focus on helping people develop their careers in order to retain people in the account and reduce turnover
Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts
Interact and engage with the client leadership to communicate and update progress against account plan, project delivery etc.
Connect with senior leadership monthly on updating on the progress on a particular account
Conduct monthly client connects to get feedback from client on the services provided as well as update the clients on the progress on the account
Participate in monthly review meetings with WIPRO leadership updating them on the status and progress of each account
Work with quality team to ensure the current business is as per the delivery standards of the contract
Provide timely assistance in case of an escalation and support resolution of escalations/ issues
Hire adequate and right resources for the team
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
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
Lead and drive engagement initiatives for the team
Track team satisfaction scores and identify initiatives to build engagement within the team

FAQs

What is the primary purpose of the Mid Level Manager (MLM) role?

The primary purpose of the Mid Level Manager (MLM) role is to increase revenue, maximize process efficiency and cost-effectiveness, and ensure excellent customer experience through effective supervision of daily operations and personnel.

What are the key responsibilities of the Mid Level Manager?

The key responsibilities include strategic planning with senior stakeholders, ensuring contract compliance, delivery governance, invoicing, resource allocation and retention, team management, and stakeholder interaction.

What is meant by contract compliance in this role?

Contract compliance refers to ensuring all Service Level Agreement (SLA) parameters are met, addressing internal and external audit findings, and maintaining quality delivery as per budget and timelines.

How does the Mid Level Manager ensure process efficiency?

The Mid Level Manager ensures process efficiency through strategic planning, resource optimization, and governance mechanisms to maximize effectiveness and minimize costs.

What metrics are used to measure the performance of this role?

Performance is measured through metrics such as non-conformance on timelines, customer satisfaction (CSAT), team attrition rates, employee satisfaction scores, and adherence to training requirements.

Who are the key internal stakeholders the Mid Level Manager interacts with?

Key internal stakeholders include senior leadership, Workforce Management (WFM), Delivery Lead, Quality Assurance teams, Business Finance, Human Resources, and IT teams.

What kind of training and capability development initiatives does the Mid Level Manager lead?

The Mid Level Manager leads capability development initiatives such as client-specific certifications, structured training programs, and skills development to ensure superior customer service levels.

What is the expected outcome in terms of client management for this role?

The expected outcome is to achieve high levels of client satisfaction, with no escalations on delivery and compliance with security and quality requirements.

How does the Mid Level Manager support employee engagement and retention?

The Mid Level Manager supports employee engagement and retention by conducting effective onboarding, providing training opportunities, managing team morale, and tracking employee satisfaction scores.

What is the importance of stakeholder management in this role?

Stakeholder management is crucial for ensuring compliance and quality in service delivery, addressing any issues promptly, and maintaining positive client relationships through regular updates and feedback sessions.

Wipro

Technology

Industry

10,001+

Employees

1945

Founded Year

Mission & Purpose

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 250,000 employees and business partners across 66 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. Wipro is an Equal Employment Opportunity employer and makes all employment and employment-related decisions without regard to a person's race, sex, national origin, ancestry, disability, sexual orientation, or any other status protected by applicable law.