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Mid Level manager ( MLM) - L3
8-12 years
₹ 25 - 29L/yr (AmbitionBox estimate)
Pune
Mid Level manager ( MLM) - L3
Wipro
posted 8d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
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.
- 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
- 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
- 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.
- 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
Employment Type: Full Time, Permanent
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What people at Wipro are saying
Rating based on 111 Manager
reviews
Anonymous · IT & Information Security
in Bangalore / Bengaluru
Wipro focus on a lot on training and skills development. There are many tools to get yourself trained in multiple domain.
- Skill development - Excellent
Company culture and there is a lot communication gap from senior leadership.
- Salary - Poor
Manager salary at Wipro
What Wipro employees are saying about work life
Wipro Benefits
Family and Parenting Perks and Benefits Health Care & Insurance Financial & Retirement Professional Support Vacation and Time off 
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