Operations Manager- Order Management

Domain- Telecom

Shift Time- 12 PM to 9:30 PM (WFO)

Location- Hinjewadi, Pune

Profile:

• 10+ years of extensive experience in the areas of Telecom Program Management, Delivery management, Team Building / Mentoring

• Insightful experience in program/delivery management activities including project scoping, estimation, planning, risk management, finalization of technical / functional specifications, resource administration and quality management of the product customization and custom software application.

• Meet Service Level Agreements (Vendor Intervals, Testing Events, Prevent DIE & Quality Targets) for all order types, and negotiated project SLAs as defined by Management.

• Performance & SLA Management and ensure good customer satisfaction feedback from both internal as well as external clients.

• Plan and coordinate the staffing activities of the respective processes in accordance with documented policies and procedures.

• The individual should have an ability to understand and carry out the allocated tasks and responsibilities in a timely and consistent manner and deliver results to exceed one’s own standards.

• Conduct appraisals and feedback sessions with Team leaders/FTs and agents at regular intervals

Key Roles and Responsibilities:

• Managing customer defined order cycle time by ensuring rework reduction / right first-time approach

• Good knowledge on PO punching/managing for vendor

• Understanding of Telecom Technology {GSM/Ethernet}, Wireline & Wireless Network Technologies

o Ethernet over MPLS, Ethernet Over TDM (TDMvE); Ethernet Over Copper (EOC); Ethernet Over Fiber (EOF) – Some of the offerings

• Manage and direct Process Technology work activities to execute Wipro scope/statement of work (SOW) according to Client Contract requirements.

• Change Management & Innovation: Develops and/or influences new ideas/approaches. Establishes procedures and practices which promote the adoption of appropriate solutions and sustainability of desired results in moderately complex environments. Uses efficient and cost-effective approaches to integrate processes and technology into the workplace and improve program effectiveness. Develops strategies to enhance decision making. Understands the impact of process, policy, and technological changes on the organization.

• Compliance to company/client data security and process policies

• Attend regular SLA reviews and note down the areas of improvement, clear action plans, owners and time frames

• Product, technical, process knowledge, quality and Soft Skills for ongoing analysis and evaluations which must be shared with team & management as required

• Handling client escalations, own/resolve them with satisfactory results. KCI, keep customer informed against targets and SLA set. Find the root cause of any client escalation. Provide well-prepared RCA with in define timelines. Suggest at least one process improvement suggestion on regular basis which will help improve operations and strive towards continuous improvement ethos. Perform regular team meeting on weekly basis and one-to-one session on monthly basis

• Coordination with local operation/support groups where required for support, advice awareness briefings for the team etc

• Required to be a strong advocate at building trust-relationships and work with all lines of business accordingly to support a customer focused environment