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Engaged Employer

Wipro

Compare

3.7

based on 51.7k Reviews

851 Wipro Jobs

Operation Manager

Wipro Limited

3.7

based on 51.7k Reviews

4-9 years

Mumbai

1 vacancy

Operation Manager

Wipro

posted 11d ago

Job Role Insights

Flexible timing

Key skills for the job

Biochemistry RFP Budgeting

Job Description

Role PurposeThe purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective leadership and supervision of daily operations and personnel, strategy planning, contract compliance, resource optimization and capability development for an account.

Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms
Strategy Planning with Senior Stakeholders & Clients
- 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
- Collaborate with clients and identify countries that need to be mapped to bring revenues for the same product
- Part of internal WIPRO leadership planning meeting to discuss revenue numbers for the account
- Report to global delivery account head on status of the account
- 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
Work with internal teams by supporting activities such as RFP response, doing use capability demonstrations, and participating in the customer calls to sell solutions
Identify opportunities for quick wins through automation and related initiatives in the account (wherever applicable)
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 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.
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

Employment Type: Full Time, Permanent

Read full job description

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What people at Wipro are saying

2.0

Rating based on 5 India Operations Manager reviews

Anonymous · Other

Likes

It is Big Company

Dislikes

It is by-luck big company, no respect of human life and crashing carrier of employees. much exploitation, and HR find always favourable to managers. ombdus and all the procss only for sow. in fact physical exploitation done with ladies by some managers. they are playing with employees carrier, while company in trouble they scared and..Read More