MID LEVEL MANAGER (MLM) L2
City: Quezon City
State/Province: Manila
Posting Start Date: 3/5/26
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:
Job Description
Role Purpose
The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account.
Roles & Responsibilities
Responsible for managing team of TLs
Responsible for maintaining various matrices defined by the client
Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customer's needs
Motivating team through effective management, career development & implementation of reporting mechanisms
Liaison with other areas of the company affecting technical support.
One on One Relationship Management
Analysis of reports including process dashboards, team performance reports, initiating appropriate actions plans & initiate trainings
Manage attendance & attendance incentive for the team. Managing periodic shift level projects / initiatives & responsible for the administrative aspects of the group / shift
Mentor and assist new hires
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Should have patience and not be overawed by difficult situations
Handle customer complaints and provide resolution for escalated calls
Need to have sound customer service skills and soft skills with their prime focus being on customer satisfaction
Keep oneself and ensures one's team is updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
Ensure that all company information which includes customer information are kept confidential and secured
Qualifications
Graduate of Any Course
With 4-6 years relevant experience
Mandatory Skills
Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools
Excellent verbal & written communication & presentation skills
Good interpersonal and people management skills with good problem solving approach
Expert knowledge of service procedures
Good analytical skills for MIS, number crunching & reporting to internal and external customers
Ability to exercise managerial judgment and perform as a mentor
Demonstrated customer service skills
Leadership skills
Mandatory Skills: Mortgage(Originations) .
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.
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion