Opportunity with Wipro for Operations Manager - Order Management in Pune
Job Description
Wipro - Operations Manager (Order Management & Processing) - Pune (UK shift)
Role: Operations Manager - Order Management & Proccessing (Telecom)
Location: Pune
Relocation: Open to consider candidates willing to relocate.
Shift: UK shift
Domain: Telecom - Order management
Scope of role:
- 12+ years of extensive experience in the areas of Telecom Program Management, Delivery management, Team Building / Mentoring
- Span of 150+
- Insightful experience in program/delivery management activities including project scoping, estimation, planning, risk management, finalization of technical / functional specifications, resource administration and quality management of the product customization and custom software application.
- Meet Service Level Agreements (Vendor Intervals, Testing Events, Prevent DIE & Quality Targets) for all order types, and negotiated project SLAs as defined by Management.
- Performance & SLA Management and ensure good customer satisfaction feedback from both internal as well as external clients.
- Plan and coordinate the staffing activities of the respective processes in accordance with documented policies and procedures.
- The individual should have an ability to understand and carry out the allocated tasks and responsibilities.
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Key roles and Responsibilities:
- Managing customer defined SLAs & KPIs
- Comprehensive knowledge about Telecom Technology {GSM/Ethernet}, Wireline & Wireless Network Technologies, Routing Protocols (EIGRP etc), TCP/IP "
- Ethernet over MPLS; Ethernet Over TDM (TDMvE); Ethernet Over Copper (EOC); Ethernet Over Fiber (EOF)
- Manage and direct Process Technology work activities to execute Wipro scope/statement of work (SOW) according to Client Contract requirements.
- Change Management & Innovation: Develops and/or influences new ideas/approaches. Establishes procedures and practices which promote the adoption of appropriate solutions and sustainability of desired results in moderately complex environments. Uses efficient and cost-effective approaches to integrate processes and technology into the workplace and improve program effectiveness. Develops strategies to enhance decision making. Understands the impact of process, policy, and technological changes on the organization.
- Compliance to company/client data security and process policies
- Attend regular SLA reviews and note down the areas of improvement, clear action plans, owners and time frames
- Product, technical, process knowledge, quality and Soft Skills for ongoing analysis and evaluations which must be shared with team & management as required
- Handling client escalations, own/resolve them with satisfactory results. KCI, keep customer informed against targets and SLA set. Find the root cause of any client escalation. Provide well-prepared RCA with in define timelines. Suggest at least one process improvement suggestion on regular basis which will help improve operations and strive towards continuous improvement ethos. Perform regular team meeting on weekly basis and one-to-one session on monthly basis
- Responsible for employment engagement, recognition and reward activities and motivational drivers cross the operation
- Maintaining high attendance and low attrition within operation
- Ensuring any formal processes with employees are invoked fairly and consistently, ensuring team managers have the skills, knowledge, and abilities to implement confidently.
- P&L
- Organic growth of the account
Person Specification:
- Ability to provide a clear sense of purpose for the team and organize resources effectively
- Able to motivate and inspire both DRs and peers to achieve campaign/operational aims
- Actively contribute to the development of skills of others by managing their performance, providing constructive feedback and providing development opportunities
- Willing and able to adjust to multiple demands and shifting priorities
- Proven ability to achieve results through managing a team and winning as a team.
- Ability to resolve issues within the team to avoid escalations and to create a learning culture within the team on resolution skills.
- Focus and vision- influence others and add value in the delivery of the operational goals and targets
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. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.
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