First Line Manager (FLM) - L3

Job Description

Job description: Job Description Role Purpose The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process. ͏ DoEnsure process is executed as per the client contractConduct briefings before every shift to drive focus on key metrices and debrief at the end of the shift to drive focus of the team on quality and adherence to contract compliance processesPrepare notes from the huddle meetings and share it with the teamPrepare and share the performance data of the team with the client at the end of the shiftInteract with the client and prepare note to share updates and changes with the teamReview the performance on the key process metrices and conduct RCA to improve quality parametersPrepare presentation on weekly and monthly performance data for the manager to be shared with the clientCollaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projectsBe part of the discussion between manager and WFM team on forecast and number of agents requiredOrganize fun hours on Friday for the team to promote team engagementIdentify opportunities for automation within the account and share it with the managerProvide details and data to the automation team to support the automation initiative͏ Drive performance of the team on the identified metrices of the process Review last 6-8 weeks performance data (RAG) and identify low performersProvide feedback and coach the outliers/ low performers to improve their performance metricesPrepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performersHandhold the employees on performance on process and monitor for improvementsIdentify training needs for new joiners especially and track their daily progressConduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the client’s end͏ Stakeholder Interaction & Management Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accountsInteract and engage with the client manager to communicate and update progress against account plan, project delivery etc.Participate in monthly review meetings with Account Delivery leadership updating them on the status and progress of the accountWork with quality team to ensure the quality improvements as per the delivery standards of the contractProvide timely assistance in case of an escalation and support resolution of escalations/ issues ͏ Effective Team ManagementResourcingHire adequate and right resources for the team Talent ManagementEnsure adequate onboarding and training for the team members to enhance capability & effectivenessBuild an internal talent pool and ensure their career progression within the organizationManage team attrition Drive diversity in leadership positionsPerformance ManagementSet goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reportsEnsure that the Performance Nxt is followed for the entire teamEmployee Satisfaction and EngagementLead and drive engagement initiatives for the teamTrack team satisfaction scores and identify initiatives to build engagement within the teamMandatory Skills: Investment Banking(CLM) . Experience: 5-8 Years . Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.