Process Excellence Manager

hace 2 semanas

Ciudad de México, Ciudad de México Wipro A tiempo completo
Job Description

Role Purpose

The purpose of this role is to execute the process and drive the performance of the team on key metrics. Ensure process execution aligns with client contracts, conduct briefings to drive focus on key metrics, and debrief at the end of the shift to emphasize quality and adherence to contract compliance processes.

Key Responsibilities

  • Prepare notes from huddle meetings and share with the team.
  • Prepare and share performance data with the client at the end of the shift.
  • Interact with the client and prepare notes to share updates and changes with the team.
  • Review performance on key process metrics and conduct RCA to improve quality parameters.
  • Prepare presentations on weekly and monthly performance data for the manager to share with the client.
  • Collaborate with internal stakeholders to manage and resolve issues, ensuring project fulfillment and flawless delivery.
  • Participate in discussions between the manager and WFM team on forecast and agent requirements.
  • Organize team-building activities to promote engagement.
  • Identify opportunities for automation within the account and share with the manager.
  • Provide data to the automation team to support the automation initiative.
  • Drive team performance on identified metrics.
  • Review last 6-8 weeks' performance data and identify low performers.
  • Provide feedback and coach low performers to improve performance metrics.
  • Prepare Performance Coaching & Counselling Plan (PCCP) to document and support low performers.
  • Handhold employees on process performance and monitor for improvements.
  • Identify training needs for new joiners and track their daily progress.
  • Conduct process trainings and refresher trainings to bridge capability gaps.
  • Coordinate with internal and external stakeholders to ensure compliance and quality in delivery.
  • Interact and engage with the client manager to communicate and update progress against account plans and project delivery.
  • Participate in monthly review meetings with Account Delivery leadership, updating them on the status and progress of the account.
  • Work with the quality team to ensure quality improvements align with delivery standards.
  • Provide timely assistance in case of escalations and support resolution of issues.
  • Effectively manage the team, ensuring adequate resources and talent management.
  • Set goals for the team, conduct timely performance reviews, and provide constructive feedback to direct reports.
  • Ensure adherence to Performance Nxt for the entire team.
  • Lead and drive engagement initiatives for the team.
  • Track team satisfaction scores and identify initiatives to build engagement.

Requirements

  • Awareness and knowledge of broad economic, demographic, technological, and global trends in the ITES/BPO industry.
  • Competent technical knowledge, including FLM Certification by Wipro and knowledge of operational processes and quality certifications in a BPO/ITES setup.
  • Competent project management skills, including knowledge of project management and hands-on experience in Agile methodology.

Competency Levels

  • Foundation: Knowledgeable about competency requirements, demonstrates frequently with minimal support and guidance.
  • Competent: Consistently demonstrates the full range of the competency without guidance, extends the competency to difficult and unknown situations.
  • Expert: Applies the competency in all situations, serves as a guide to others.
  • Master: Coaches others, builds organizational capability in the competency area, and serves as a key resource.

Performance Parameters

  • Process Performance: Zero non-conformance on timelines, productivity, and value addition to the client.
  • Client Management: CSAT/NPS, zero escalations on delivery, and resolution of escalations.
  • Team Management: Team attrition, employee satisfaction score, technical trainings, and general trainings.

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