Job Description
Job Title:  Senior Group Leader
City:  Hyderabad
State/Province:  Telangana
Posting Start Date:  4/20/26
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

PRINCIPAL RESPONSIBLITIES:

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 voice business, the median ratio (1 MLM: number of FLM/ Senior FLM) is 7-8 (FTE is 84+)

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

- Drive performance for his team and ensure that all client metrics are met as per the SLA

- 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 the 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

 

CRITICAL SKILLS REQUIRED:

Must Have:

- Operating procedures

- Service Levels

- Process metrics

- Coaching Skills

- Eye for detail

- People Management and Performance Management

- Analytical Reasoning

- MIS awareness

- Escalation guidelines

- Regulatory requirements

- Proficient with MS Office (Word, Excel, PowerPoint)

 

Behavioural Skills and Attributes:

- Has the ability to filter, prioritize, analyse 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

- Excellent knowledge of Service Delivery in a voice/semi voice process

- 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
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.
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