We are looking for a remarkable Deputy Operations Manager to join our high calibre team at Wipro Philippines in Cebu City.
Growing your career as a Full Time Deputy Operations Manager is an awesome opportunity to develop excellent skills.
If you are strong in decision-making, cooperation and have the right mindset for the job, then apply for the position of Deputy Operations Manager at Wipro Philippines today!
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Role Purpose
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The purpose of this role is to increase revenue, maximize processefficiency & cost-effectiveness, and ensure excellent customerexperience, through effective leadership and supervision of dailyoperations and personnel, strategy planning, contract compliance,resource optimization and capability development for an account.
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6-8 years of US Payer experience with 1+ years of team management experience
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HSC or Graduate (Any Stream)
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Works independently, demonstrates initiative and innovative thinking, clear and concise communication skills
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Responsible for work allocation, people management, SLA reporting and driving continuous improvement initiatives and enhancing claims process efficiency
Ability to teach and coach to improve performance
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Do
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n - Maximize process efficiency and cost effectiveness throughstrategic planning, contract compliance and governance mechanisms n
n - Strategy Planning with Senior Stakeholders & Clients n
n - Collaborate with leaders to provide strategic and operational plansassociated with the account
n - Plan the strategy for the coming years by identifying newgeographies for alternate revenue streams
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n - Collaborate with clients and identify countries that need to bemapped to bring revenues for the same product
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n - Part of internal WIPRO leadership planning meeting to discussrevenue numbers for the account
n - Report to global delivery account head on status of the account
n - Ensure a deep enough understanding of clients? individualexperiences to head off potential issues before they become problems
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n - Contract compliance & adherence n
n - Ensure all SLA parameters are met in the account and maintain agreen card at all times
n - Review and drive appropriate actions/ systemic changes on internaland external audit findings to ensure no major non-compliances are cited
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n - Monitor and review the account on various delivery parameters toensure quality delivery as per budget and timelines
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n - Delivery governance in the account n
n - Understand customer goals and key performance metrics and ensureexceeding those goals throughout the project
n - Ensure a green card for all accounts in terms of performance andquality
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n - Monitor and review delivery dashboards/ MIS across accounts to trackprogress and identify potential red flags
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n - Participate and share account performance across operational,quality and fulfillment parameters with internal and externalstakeholders
n - Lead and manage project escalations, potential risks or earlywarning signs on project delivery to eliminate any revenue leakage
n - Ensure regular invoicing as per the contract terms and condition
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n - Forecast and track key account metrics
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n - Invoicing n
n - Timely submission of invoices to the client as defined in the SOW
n - Provide information required and resolve any invoicing issues raisedby the clien t
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n n - Work with internal teams by supporting activities such as RFPresponse, doing use capability demonstrations, and participating in thecustomer calls to sell solutions
n - Identify opportunities for quick wins through automation andrelated initiatives in the account (wherever applicable)
n - Collect and analyze statistics (costs, customer service metricsetc.)
n - Assume responsibility of budgeting and tracking expenses
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n - Ensure outstanding performance against key metrics mentionedin the agreement n
n - Regular cadence around contract compliance n
n - Evaluate performance with key metrics (accuracy, customerservice metrics etc.)
n - Set direction for the team, track progress against targets throughregular cadence calls and course correct as required
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n - Drive the focus of the team on quality and adherence to contractcompliance processes
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n - Drive and implement structured cadence around quality, both processand transactional
n - Cadence with delivery lead to ensure margins are met and the accountnumbers are at par to what is committed
n - Weekly calls with WFM to ensure resource optimization, compliance tothe manpower numbers agreed in the contract, future planning in case oframp ups etc.
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n - Resource Allocation & Retention n
n - Conduct effective resource planning to maximize the productivity ofresources (people, technology etc.)
n - Review and monitor resource planning and fulfillment in line withaccount requirements and costs of delivery
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n - Optimize manpower and minimize leakages by working closely withdelivery head
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n - Ensure retention by offering relevant trainings and certificationsof all allocated resources
n - Lead one-on-one floor connect and other engagement activities toimprove stickiness of the delivery team
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n - Collaborate and influence internal key stakeholders to manageand resolve issues to ensure fulfillment and flawless delivery ofprojects
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n - Build people capability to ensure superior customer servicelevels of the existing account/client
n - Develop Capability within service line and products as peraccount requirements
n - Lead capability development initiatives to drive client specificcertifications
n - Co-create capability enhancement programs with client for frontline staff and supervisory level
n - Work with the Training and HR team to build and review trainingcalendar
n - Ensure customer-dedicated (as a result of change inprocess/tool), guaranteed trainings are conducted for the employees inthe areas of skill development, soft skill and leadership training
n - Ensure team KPIs are assigned & delivered with timeliness& accuracy keeping the end results in mind
n - Partner with HR and Training teams to build training programsfor front line staff/engineers and the supervisory level
n - Focus on helpingpeople develop their careers in order to retain people inthe account and reduce turnover
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n - Stakeholder Interaction & Management n
n - Coordinate with internal and external stakeholders to ensurecompliance and quality in the delivery for accounts
n - Interact and engage with the client leadership to communicateand update progress against account plan, project delivery etc.
n - Connect with senior leadership monthly on updating on theprogress on a particular account
n - Conduct monthly client connects to get feedback from client onthe services provided as well as update the clients on the progress onthe account
n - Cadence with delivery lead to ensure margins are met and theaccount numbers are at par to what is committed
n - Participate in monthly review meetings with WIPRO leadershipupdating them on the status and progress of each account
n - Work with quality team to ensure the current business is as perthe delivery standards of the contract
n - Weekly calls with WFM to ensure resource optimization,compliance to the manpower numbers agreed, future planning in case oframp ups etc.
n - Provide timely assistance in case of an escalation and supportresolution of escalations/ issues
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n - Effective Team Management n
n - Resourcing n
n - Hire adequate and right resources for the team
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n n - Talent Management n
n - Ensure adequate onboarding and training for the team members toenhance capability & effectiveness
n - Build an internal talent pool and ensure their career progressionwithin the organization
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n - Manage team attrition
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n - Drive diversity in leadership positions
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n - Performance Management n
n - Set goals for the team, conduct timely performance reviews andprovide constructive feedback to own direct reports
n - Ensure that the Performance Nxt is followed for the entire team
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n n - Employee Satisfaction and Engagement n
n - Lead and drive engagement initiatives for the team
n - Track team satisfaction scores and identify initiatives to buildengagement within the team
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Stakeholder Interaction
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n Stakeholder Type n | n Stakeholder Identification n | n Purpose of Interaction n |
n Internal n | n SL Leadership n | n Monthly Interaction & Reporting, Strategy andgovernance n |
n WFM n | n Manpower planning, shift planning as per workload etc. n |
n Delivery Lead n | n Cadence around margins and revenues n |
n Quality n | n Quality assurance and contract compliance, Processimprovements n |
n Transition Team n | n Handover process n |
n Business Finance n | n Revenue/ OB booking, business planning, etc. n |
n RMAC n | n Risk compliance n |
n HR n | n Hiring and employee engagement and retention etc. n |
n IT n | n Systems and platforms n |
n Talent Transformation Team, Competency Group n | n Plan and support delivery of Technical Trainings, knowledgesharing n |
n External n | n Clients/ Customers n | n Client connect to give updates and get feedback on the process.Fix any deviations n |
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Display
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Lists the competencies required to perform this role effectively:
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n - Functional Competencies/ Skill n
n - Domain/Industry Knowledge ? Awareness and knowledge of broadeconomic, demographic, technological and global trends in the ITES/BPOindustry ? Expert
n - Systems Thinking ? Understanding of the Wipro system(interrelatedness, interdependencies and boundaries) and perform problemsolving in a complex environment - Competent
n - Leveraging Technology ? In-depth knowledge of and masteryover technology domain that commands expert authority respect? Expert
n - Technical Knowledge ? Knowledge of operational processes,quality certifications etc. in a BPO/ITES setup? Expert
n - Business Knowledge ? Understand the DO&P process andworkflow, key terms and performance and financial parameters ? Expert
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Competency Levels
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n Foundation
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Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.
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n Competent
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Consistently demonstrates the full range of the competencywithout guidance. Extends the competency to difficult and unknownsituations as well.
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n Expert
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Applies the competency in all situations and is serves as a guideto others as well.
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n Master
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Coaches others and builds organizational capability in thecompetency area. Serves as a key resource for that competency and isrecognized within the entire organization.
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n - Behavioral Competencies n
n - Project Management Skills
n - Analytical Skills
n - Execution Excellence
n - Managing Complexity
n - Handling Pressure
n - Client centricity
n - Passion for results
n - Nurturing people
n - Stakeholder Management
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Deliver
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n No. n | n Performance Parameter n | n Measure n |
n 1. n | n Process & Performance n | n Zero non-conformance on timelines with respect to the client/stakeholder requirements n %Metrics met n %deviations n |
n 2. n | n Client Management n | n CSAT n Zero escalations on delivery n Resolution of escalations n Zero non-conformance on security or compliance requirements n |
n 3. n | n Team Management n | n Team attrition %, Employee satisfaction score, %technicaltrainings, %general trainings n |
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Benefits of working as a Deputy Operations Manager in Cebu City:
● Learning opportunities
● Advancement opportunities
● Competitive salary