Senior FLM at Wipro Ltd.

Overview
Role Purpose

Key responsibilities:

• Responsible to manage the team 
• Responsible for the end-to-end relationship for both internal and external customers. Take accountability for service implementation and act as SPOC for customers, internal departments for delivery related questions.
• Ensure all KPI (Key Performance Indicators) are delivered against agreed targets working with teams within Wipro and Client’s Org to ensure it is achieved, maintain a high focus and drive on performance and operational jeopardy management.
• Manage customer escalations/expedite in line with the escalation/expedite process.
• Develop and monitor solution delivery plans, deliverables, and resourcing. Monitor quality and efficiency of execution.
• Reporting & Metric – Develops methods of tracking progress and performance of the function, in alignment with overall KPI’s and measurements. Analyse results, Conveys recommendations to appropriate parties through reports or other documentations.
• Stakeholders’ management – Act as the primary point of contact for customers, keeping them informed on the progress of deliverables and addressing any concerns or changes in requirements. Communicate project status, risks, and issues to senior management and stakeholders regularly.
• Team building & management – Assemble team leads, SMEs, & other relevant parties. Provide leadership and guidance to the delivery team, fostering a collaborative and high-performance work environment. Manage the team resources efficiently, optimizing team productivity.
• Continuous improvement – Evaluate delivery outcome and performance to identify areas for improvement in processes, methodologies, and tool. Implement lessons learned to enhance future delivery efficiency and effectiveness.
• Weekly Service reviews – Prepares and presents the weekly service reviews to the stakeholders and ensure that all KPI’s are covered.
• Support 4th level escalations, expedites and inquiries related to order delivery in the assigned region and outside of their assigned regions with the help of relevant Team Leads.
   

Additional responsibilities:

• Documentation and reporting.
• Quality control activities.
• Audit and risk management coordination.
• Align actions to delivery leads.
• Lead continuous improvements

Job Description

• Strong experience in the field of service delivery. Experience in managing a Telecom Order Management process is desired.
• Strong stakeholder management skills
• Fluent English – any additional language is a plus
• Customer focused mind-set
• Drive for performance and results proactively
• Team player, open and co-operative
• Out of the box thinking, flexibility
• Systematic & analytical thinking
• Self-confidence and self-sufficient while working alone
• Strong communication and stakeholder management skills – both verbal and written
• Ability to quickly oversee complex processes and products.
• Problem solving and initiating corrective actions
• Ability to analyse and respond to complex customer service requirements.
• Able to manage multiple tasks, customers, and priorities in a demanding environment