Profile for BFSI - Group B3
Sarita Vihar
Support Functions
Experience : 1-2 Years
Job Code : 47557
Apply Now We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro does not charge any fee at any stage of the recruitment process and has not authorised agencies/partners to collect any fee for recruitment. If you encounter any suspicious mail, advertisements or persons who offer jobs at Wipro, please do let us know by contacting us on helpdesk.recruitment@wipro.com
We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristic protected by law. Wipro does not charge any fee at any stage of the recruitment process and has not authorised agencies/partners to collect any fee for recruitment. If you encounter any suspicious mail, advertisements or persons who offer jobs at Wipro, please do let us know by contacting us on helpdesk.recruitment@wipro.com

Mandatory Skills:

Customer Focus, Customer Service, Verbal Communication, Problem Solving, Teamwork, People Management, Managing Processes

Job Description:

1. Strong, experienced manager for CFS Banking Process, well versed with Banking, Mortgage, Contact Centre & Collection experience as a preference 2. To work with Delivery team and Client on taking the ownership of all Training deliverables 3. Responsible to create training Modules by function/Process/Specialty wise in the process 4. Improving Accounts/Teams performance and motivate team to achieve desired quality and production targets 5. Planning and process development - Innovate to optimize production and constantly improve Production, Quality and Turnaround Time 6. Participate and contribute in client conference calls, management meetings and department meetings 7. Conduct performance appraisals & reviews for Trainers, AMs etc 8. Identify training needs and arrange for training, re-training and cross training, as required. Assist Managers AM and Trainers to implement corrective action as required 9. Support and monitor day-to-day work processes and meet production and Service Level Agreements (SLA) related to Training. 10. Conduct periodic and surprise audits and checks to ensure compliance with documented policies and procedures 11. Facilitate to meet contractual obligations and client expectations 12. Assess & forecast staffing requirements based on client communication and incoming volume 13. Maintain cost effective and stable workforce to absorb volume volatility 14. Coordinate with the HR/TA functions to recruit per expected volume and required skill sets 15. Draw a plan of action in coordination with Managers, AM (Assistant Manager) and the Quality Analyst based on feedback to continue to improve operational & Training performance 16. Ascertain training areas based on reports from the Quality Analyst and reduce unwanted costs 17. Development and maintenance of Standard Operating Procedures (SOP) and other documentation to ensure uniformity across teams and processes 18. Responsible for studying the client processes gathering all information and ensuring seamless implementation 19. Administrative work management 20. Working out detailed project plans for implementation through the initial period of pilot testing and establish firm communication channels with the client for all types of escalations 21. Account management and Client relationship management 22. Regularly reviews the performance on the program with the client and ensures that the program is indeed running according to client expectations 23. Ensure periodic reporting and dashboards on the performance and the growth plans 24. Conducts monthly business review meeting with the client & Stake holders and ensures the resolution of all issues to the satisfaction of the clients 25. Works out the impact of the requests and the requirements of the client in terms of time, effort and resource cost and makes appropriate decision based on the context 26. Improve supplier management 27. Develop process excellence - Cost efficiency 28. Provide training to meet client SLAs 29. Develop team excellence 30. Ensure consistent training Review's with other departments 31. Create & update knowledge base 32. Effective Team management and people management 33. Manage end to end training for new business transitions and ramps 34. Ensure process compliance with applicable Quality Standards and Client specific processes

Roles & Responsibilities:

1. Strong, experienced manager for CFS Banking Process, well versed with Banking, Mortgage, Contact Centre & Collection experience as a preference 2. To work with Delivery team and Client on taking the ownership of all Training deliverables 3. Responsible to create training Modules by function/Process/Specialty wise in the process 4. Improving Accounts/Teams performance and motivate team to achieve desired quality and production targets 5. Planning and process development - Innovate to optimize production and constantly improve Production, Quality and Turnaround Time 6. Participate and contribute in client conference calls, management meetings and department meetings 7. Conduct performance appraisals & reviews for Trainers, AMs etc 8. Identify training needs and arrange for training, re-training and cross training, as required. Assist Managers AM and Trainers to implement corrective action as required 9. Support and monitor day-to-day work processes and meet production and Service Level Agreements (SLA) related to Training. 10. Conduct periodic and surprise audits and checks to ensure compliance with documented policies and procedures 11. Facilitate to meet contractual obligations and client expectations 12. Assess & forecast staffing requirements based on client communication and incoming volume 13. Maintain cost effective and stable workforce to absorb volume volatility 14. Coordinate with the HR/TA functions to recruit per expected volume and required skill sets 15. Draw a plan of action in coordination with Managers, AM (Assistant Manager) and the Quality Analyst based on feedback to continue to improve operational & Training performance 16. Ascertain training areas based on reports from the Quality Analyst and reduce unwanted costs 17. Development and maintenance of Standard Operating Procedures (SOP) and other documentation to ensure uniformity across teams and processes 18. Responsible for studying the client processes gathering all information and ensuring seamless implementation 19. Administrative work management 20. Working out detailed project plans for implementation through the initial period of pilot testing and establish firm communication channels with the client for all types of escalations 21. Account management and Client relationship management 22. Regularly reviews the performance on the program with the client and ensures that the program is indeed running according to client expectations 23. Ensure periodic reporting and dashboards on the performance and the growth plans 24. Conducts monthly business review meeting with the client & Stake holders and ensures the resolution of all issues to the satisfaction of the clients 25. Works out the impact of the requests and the requirements of the client in terms of time, effort and resource cost and makes appropriate decision based on the context 26. Improve supplier management 27. Develop process excellence - Cost efficiency 28. Provide training to meet client SLAs 29. Develop team excellence 30. Ensure consistent training Review's with other departments 31. Create & update knowledge base 32. Effective Team management and people management 33. Manage end to end training for new business transitions and ramps 34. Ensure process compliance with applicable Quality Standards and Client specific processes

Apply Now We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro does not charge any fee at any stage of the recruitment process and has not authorised agencies/partners to collect any fee for recruitment. If you encounter any suspicious mail, advertisements or persons who offer jobs at Wipro, please do let us know by contacting us on helpdesk.recruitment@wipro.com
We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristic protected by law. Wipro does not charge any fee at any stage of the recruitment process and has not authorised agencies/partners to collect any fee for recruitment. If you encounter any suspicious mail, advertisements or persons who offer jobs at Wipro, please do let us know by contacting us on helpdesk.recruitment@wipro.com