Service Delivery LeadWipro

Role Description
1. Handle 3rd level escalations
2. Managing a team of resources across locations in customer sat driven enviornment
3. Ensure adherence to KPI and SLAs per SOW
4. Ensure attritions targets are not breached
5. Actively participate in governance calls with the clients for effective process management and goveranance
6. Manage operations through end to end planning, metrics review and root cause analysis, process improvements, automation
7. Manage Client relationship as part of operations delivery;
8. Drive change by successful implementation of process improvement recommendations
9. Review overall staff performance and recommend training needs
10. Liaise with HR, Hiring, Facilities, Training, IT & Network teams to ensure seamless operations delivery
Skills
1. Experience in managing customer service Operations in Retail Banking/ Cards in outsourced environment
2. Experience of having managed team of contact center agents with a span of 100+ FTE
3. Ability to build & motivate teams
4. Understanding of regulatory guidelines/ laws applicable to Banking & Card Operations
5. Ability to manage Client escalations and Client relationships
6. Proficiency in Call center applications, Work-force management applications, Quality tools and technologies, and other related Call Center software, ticketing software
Wipro

Manila City, Metro Manila
Permanent
Full-time