Job Description
Job Title:  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.

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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

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 

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Qualifications

Graduate of Any Course

With 4-6 years relevant experience 

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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.
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Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.