Operations Manager

City: Manila

State/Province: Manila

Posting Start Date: 12/5/25

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:

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.

Responsibilities:

• Managing complex banking / contact center / customer servicing operations process on a day to day basis

• Independently resolve outstanding issues and communicate/escalate problems to Senior Management.

• Complete ownership of deliverable of team and handling escalations.

• Attend daily calls with customer and explain the status/ progress of deliverables

• Act as first/Second level of escalation on delivery issues

• Supervision of Lead Analysts, Senior Analyst and Analyst

• Meet the TAT and error free delivery

• Contribute to process streamlining and improvement

• Ensuring Checklist, Metrics and EOD activities are completed and signed off.

• Ensuring timely updates/review of SOPs, Issue Logs

• Ensure adherence / Managing KPI and SLAs on ongoing basis

• Monitoring and ensuring closure of daily/weekly and monthly deliverables in various aspects of aged outstanding items

• Maintenance of escalation policies

• A proactive approach to problem solving, taking ownership of issues and having the determination to follow things through

• Actively participate in governance calls with the clients for effective process management

• Manage operations through end to end planning, metrics review and root cause analysis

• Manage Client relationship as part of operations delivery;

• Minimum 7 years' of experience in Banking contact center operations.
• Experience in managing call center Operations.
• Experience in banking customer service preferred.
• Experience of having managed team of agents with a span of 70-80 FTE.
• Ability to build & motivate teams4. Understanding of regulatory guidelines/ laws applicable in banking industry.
• Ability to manage Client escalations and Client relationships.
• General working knowledge of accounting, financial spreading and credit risk analysis.
• Excellent oral and written communication and listening skills.