MID LEVEL MANAGER (MLM) L2

Team Management : Leading, managing, and mentoring teams, including capacity planning and hiring
Client Relations : Act as the primary point of contact for client stakeholders; lead Weekly/Monthly Business Reviews (WBR/MBR)
People Development : Mentor Team Leaders and POD Leads; oversee succession planning and attrition management
Analytical Rigor : Ability to interpret complex data sets to identify trends and operational bottlenecks
Communication : Exceptional executive presence with the ability to negotiate and influence both internal and external stakeholders

Good to have Hiring Skills:

Must Have
- Operating procedures
- Service Levels
- Process metrics
- Coaching Skils
- Eye for detail
- People Management and Performance Management
- Analytical Reasoning
- Escalation guidelines
- Proficient with MS Office (Word, Excel, PowerPoint)

Behavioral Skills and Attributes
- Has the ability to filter, prioritize, analyze and validate potentially complex and dynamic problem
- High analytical skills
- Lean Certification or Six Sigma certification would be added advantage, but not mandatory
- May or should have information on internet or social networking products or services
- Good communications skills and written skills
- Well versed with Microsoft applications, specially excel and power point
- The job will require fairly high amount of work in shift environment as per requirement

Responsibilities:

As an MLM or Senior GL you are responsible for managing day to day operations for the aligned queues/ process. The primary focus is on meeting 100% productivity and quality SLAs requirement.

You support SDL in ensuring zero loss of delivery due to delivery issues and ensure Time On Floor & adherence to floor policies by team members (floor governance)

In non-voice business, the median ratio (1 MLM: number of FLM/ Senior FLM) is 7-8 (FTE is 56 )

- Responsible for managing team of Production Specialist and FLMs reporting directly to them
- Support service delivery teams - onsite/offsite client location - in process stabilization
- Control CPM performance through DMAIC/Six sigma/Application of Quality tools as applicable
- Service Delivery efficiency, Knowledge Management
- Process standardization in Google account or the LOB Domain that he/she is aligned to
- Key driver for achievement of revenue and margins- internal & external reporting
- Coach and counsel the FLM's/span and provide guidance to them on way forward, meeting client requirement, client metrics, process improvement
- Work with multiple functions within organization i.e. Finance, HR, FMG etc. and work along to resolve any team issues

Location: Hyderabad

Mandatory Skills: Geographic Information Systems(Maps) .

Experience: 5-8 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.

Client-provided location(s): Hyderabad, India

Job ID: Wipro-131729

Employment Type: OTHER

Posted: 2026-03-15T18:49:37