Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.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 contract
- Conduct 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 processes
- Prepare notes from the huddle meetings and share it with the team
- Prepare and share the performance data of the team with the client at the end of the shift
- Interact with the client and prepare note to share updates and changes with the team
- Review the performance on the key process metrices and conduct RCA to improve quality parameters
- Prepare presentation on weekly and monthly performance data for the manager to be shared with the client
- Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects
- Be part of the discussion between manager and WFM team on forecast and number of agents required
- Organize fun hours on Friday for the team to promote team engagement
- Identify opportunities for automation within the account and share it with the manager
- Provide details and data to the automation team to support the automation initiative͏Drive performance of the team on the identified metrices of the process Review last 6-8 weeks performance data (RAG) and identify low performers
- Provide feedback and coach the outliers/ low performers to improve their performance metrices
- Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers
- Handhold the employees on performance on process and monitor for improvements
- Identify training needs for new joiners especially and track their daily progress
Conduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the clientÃÂÃÂÃÂs end͏Stakeholder Interaction & Management Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts
Interact 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 account
Work with quality team to ensure the quality improvements as per the delivery standards of the contract
Provide timely assistance in case of an escalation and support resolution of escalations/ issues ͏Effective Team Management
ResourcingHire adequate and right resources for the team Talent Management
Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
Build an internal talent pool and ensure their career progression within the organization
Manage team attrition Drive diversity in leadership positions
Performance Management
Set goals for the team, conduct timely performance reviews and provide 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 build engagement within the team
Essential Skills: Sound Knowledge about collections domain and understanding of the process and bucket flows
Experience in collections team management and familiar with the data and reports pertaining to collections
Understanding of collections terminologies, guidelines and laws.
Excellent oral and written communication and listening skills
Customer centric
Attention to details
Computer Savy - MS office & Internet
Handles contacts with our customers in a polite and friendly way, instilling customer confidence
Willingness to work in shifts
Must possess good verbal and written communication skills
Courteous, with strong customer service orientation
Dependable, with proficient attention to detail
Must be goal oriented
Possess insight into self and others.
Must be aware of certain state laws which exists in the UK.
Responsibilities:- Strong experience BPO Collections Operations and Managing SLA, KPIs, and project deliverables
- Responsible for working directly with team members and customers to ensure customer financial needs are met by providing a best in class customer experience.
- Performs day-to-day coaching and management of 15-20 team members that receive customer inquiries or issues
- Works with management and team members to proactively identify, manage, and escalate risks which may impact the business.
- Monitors interactions to ensure that team members are giving accurate information and following approved practices.
- Coaches and develops a positive and productive work environment and builds relationships with business partners.
- Utilizes reporting for business metrics to guide team member coaching and performance management.
- Resolves routine and some escalated problems and exercises judgment in making override decisions or recommends action to top level management for decisions outside authority level.
- Ensures capabilities and knowledge of team members keeps pace with customer expectations.
- Assists and makes employment decisions and sets performance standards; trains and coaches staff, writes and conducts performance evaluations.
- May perform budgetary analysis, reports or special project work as requested by business partners and senior management.
- Delivers what is promised in line with customer expectations
- Responsible for achieving individual key performance indicators whilst maintaining appropriate operational risk control and compliance in all activities
- Must possess procedure driven judgment in order to find the best solution to an issue.
- Excelling in a fast-paced, collaborative environment that requires accuracy, multitasking and effective communication.
- Should take escalation calls as needed/required.
Experience:- Min 2 years of work experience in collection operations and Team Handling.
- Exposure to UK Banking / Collections2 to 4 Years of banking contact Center experince
- Bachelors degree/ College Graduate/Undergraduate
- Mandatory Skills: Mortgage(Originations).
Experience:
1-3 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.
