WIPRO IS HIRING TEAM LEAD

Job Title: Team Lead
Location: Mumbai, India
Department: Operations
Job Code: 3065859

Job Description

Role Purpose

The primary responsibility of this role is to oversee the execution of processes and drive team performance based on key metrics.

Responsibilities

1. Ensure adherence to client contract specifications during process execution.
2. Conduct pre-shift briefings to emphasize key metrics and debrief at shift end to reinforce focus on quality and compliance.
3. Document and share notes from huddle meetings with the team.
4. Provide performance data to the client at shift end and communicate updates or changes from the client to the team.
5. Review team performance metrics, conduct Root Cause Analysis (RCA), and implement improvements for quality enhancement.
6. Prepare weekly and monthly performance presentations for client review.
7. Collaborate with internal stakeholders to resolve issues and ensure project delivery.
8. Participate in discussions with management and Workforce Management (WFM) on forecasting and staffing requirements.
9. Organize team engagement activities on Fridays.
10. Identify automation opportunities and support automation initiatives by providing necessary data to the automation team.

Drive Team Performance

1. Review performance data of the last 6-8 weeks and identify low performers.
2. Provide feedback and coaching to low performers to improve their metrics.
3. Document Performance Coaching & Counseling Plans (PCCP) for low performers.
4. Support and monitor employee performance improvements.
5. Identify and address training needs, especially for new joiners, and conduct process and refresher trainings as required.

Stakeholder Interaction & Management

1. Coordinate with internal and external stakeholders to ensure compliance and quality.
2. Engage with client managers to provide updates and progress against account plans.
3. Participate in monthly review meetings with Account Delivery leadership.
4. Collaborate with the quality team to ensure adherence to delivery standards.
5. Provide timely assistance in case of escalations and support issue resolution.

Effective Team Management

Resourcing

1. Recruit suitable resources for the team.

Talent Management

1. Facilitate onboarding and training for team members to enhance capabilities.
2. Foster career progression within the organization.
3. Manage team attrition and promote diversity in leadership roles.

Performance Management

1. Set goals, conduct performance reviews, and offer constructive feedback to direct reports.
2. Ensure adherence to Performance Nxt for the entire team.

Employee Satisfaction and Engagement

1. Lead engagement initiatives and track team satisfaction scores.
2. Identify and implement initiatives to enhance team engagement.

Stakeholder Interaction

Competencies

Functional Competencies/ Skills

1. Domain/Industry Knowledge: Competent.
2. Technical Knowledge: Competent.
3. Project Management: Competent.

Behavioral Competencies

1. Project Management Skills
2. Analytical Skills
3. Execution Excellence
4. Managing Complexity
5. Handling Pressure
6. Client Centricity
7. Passion for Results
8. Nurturing People
9. Stakeholder Management

Performance Parameters

1. Process Performance: Timely conformance to client/stakeholder requirements, Productivity metrics, Deviation percentage, Value addition to client (FTE reduction).
2. Client Management: CSAT/NPS, Delivery escalations, Security and compliance adherence.
3. Team Management: Attrition rate, Employee satisfaction score, Technical and general training percentages.

Apply Now: WIPRO IS HIRING TEAM LEAD