Esg-tl - Gurgaon, India - Wipro Limited

Wipro Limited

Verified Company

Gurgaon, India

3 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Overview:
**_

Role Purpose_**- The purpose of this role is to execute the process and drive theperformance of the team on the key metrices of the process.

_

_Do_
- **Ensure process is executed as per the client contract**- _ Conduct briefings before every shift to drive focus on keymetrices and debrief at the end of the shift to drive focus of the teamon quality and adherence to contract compliance processes_
- _ Prepare notes from the huddle meetings and share it with theteam_
- _ Prepare and share the performance data of the team with theclient at the end of the shift_
- _ Interact with the client and prepare note to share updates andchanges with the team_
- _ Review the performance on the key process metrices and conductRCA to improve quality parameters_
- _ Prepare presentation on weekly and monthly performance data forthe manager to be shared with the client_
- _ Collaborate and influence internal key stakeholders to manageand resolve issues to ensure fulfillment and flawless delivery ofprojects_
- _ Be part of the discussion between manager and WFM team onforecast and number of agents required_
- _ Organize fun hours on Friday for the team to promote teamengagement_
- _ Identify opportunities for automation within the account andshare it with the manager_
- _ Provide details and data to the automation team to support theautomation initiative_
- **Drive performance of the team on the identified metrices ofthe process**- _Review last 6-8 weeks performance data (RAG) and identify lowperformers_
- _ Provide feedback and coach the outliers/ low performers toimprove their performance metrices_
- _ Prepare Performance Coaching & Counselling Plan (PCCP) todocument and support the low performers_
- _ Handhold the employees on performance on process and monitor forimprovements_
- _ Identify training needs for new joiners especially and tracktheir daily progress_
- _ Conduct process trainings as well as refresher trainings areprovided to bridge the capability gap or if there is any change from theclient's end_
- **Stakeholder Interaction & Management**- _Coordinate with internal and external stakeholders to ensurecompliance and quality in the delivery for accounts_
- _ Interact and engage with the client manager to communicate andupdate progress against account plan, project delivery etc._
- _ Participate in monthly review meetings with Account Deliveryleadership updating them on the status and progress of the account_
- _ Work with quality team to ensure the quality improvements as perthe delivery standards of the contract_
- _ Provide timely assistance in case of an escalation and supportresolution 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 toenhance capability & effectiveness
Build an internal talent pool and ensure their career progressionwithin the organization
Manage team attrition
Drive diversity in leadership positions

- _ Performance Management_

Set goals for the team, conduct timely performance reviews andprovide 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 buildengagement within the team

**_
Stakeholder Interaction_**- Stakeholder Type_

Stakeholder Identification_
Purpose of Interaction_
Internal_
Delivery Lead_
Cadence around margins and revenues_
Quality_
Quality assurance and contract compliance, _Processimprovements
Transition Team_

Handover process

RMAC_
Risk compliance_
HR_

Employee engagement and retention etc.

Talent Acquisition_

Hiring

Systems and platforms

Talent Transformation Team, Competency Group_
Plan and support delivery of Technical Trainings, knowledgesharing
External_
Clients/ Customers_
Client connect to give updates and get feedback on the process.

Fix any deviations_

**_
Display_**- Lists the competencies required to perform this role effectively:_
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_ Functional Competencies/ Skill_

Domain/Industry Knowledge
Awareness and knowledge of broadeconomic, demographic, technological and global trends in the ITES/BPOindustry

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Competent:

Technical Knowledge
FLM Certification by Wipro, Knowledge ofoperational processes, quality certifications etc. in a BPO/ITESsetup

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Competent:

Project Management
Knowledge of project management and handson experience in Agile methodology
Competent

**_
Competency Levels_****_
Foundation_**- Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with mínimal support and guidance._

**_
Competent_**- Consistently demonstrates the full range of the competencywithout guidance. Extends the competency to difficult and unknownsituations as wel