Mid Level manager (MLM)

Overview/High-Level Responsibility Areas

Ensure seamless delivery on assigned SLA's. Responsible for all aspects of Performance management & Development of colleagues (planning, review, recognition, coaching, etc.).

• People Management (Team management, Coaching & Development, resource management) 40%
• Operational Management - Monthly rhythms and routines 25%
• Process and Project Participation 20%
• Stakeholder Management (Client meetings) 15%

• Builds domain knowledge within the team and for oneself
• Identify cross training strategy within unit/ Team
• Facilitate practice expertise and product knowledge
• Ensures service accuracy through compliance and audit
• Works with the client teams to prioritize and assign activities
• A problem solver with effective issue resolution for client related issues
• Maintaining and improving the overall quality of service delivery
• Provides day to day support for participant- and/or processing-related issues
• Creates an environment oriented to trust, open communication, creative thinking and cohesive team effort
• Leverages the talent/resources in the team to generate results
• Creates goals and performance plans for the team
• Monitors associate performance to ensure that results are achieved in an effective/efficient way.
• Conducts necessary performance management conversations with associates; uses tools and resources available to managers at Wipro.
• Educates, reinforces, and holds Colleagues accountable for behaviors that support Wipro policies and guidelines. (e.g., Code of Conduct, Data Privacy)

Executes issue resolution and ensures proper documentation and follow-up

• Provides coaching and development to Colleagues and creates a culture of continuous improvement within client-level operations
• Handles all team activities and admin responsibilities effectively
• Tracks and drives improvements in metrics and performs analysis for process improvements
• Conducts process Review and Development Planning
• Management of team productivity
• Team SLA management
• Responsible for managing process MIS
• Sees the Big picture: Understand and effectively influence the multiple processes and components of the organization, its stakeholders and environment; acting in ways that optimize business performance.
• Leveraging Technology: Is technology savvy and knows how to appropriately share and use his/her knowledge to improve business results.
• Team workload management Staffing and Production Planning

Experience Range

8-12 years

Formal Education/Certification

• Bachelor's degree in any discipline

Technical Skills

• Excellent written and verbal communication
• Flair for relationship building onshore/offshore and within teams
• Proven coaching and feedback skills
• Exposure of new client implementations
• Strong analytical and quantitative skills

Work Conditions

• Shift timings as per process
• Participation in training sessions, business management routines in office/offsite