As an Operations Manager for L&P (Life and Pensions) Policy Acquisition & Servicing at Wipro, you will play a pivotal role in ensuring the seamless delivery of services to clients while upholding high standards of performance and compliance. You will lead a team, overseeing their development and performance and ensuring operational efficiency.
Key Responsibilities
- People Management (40%):
- Manage the team effectively, providing coaching, feedback, and resources for their development.
- Plan and conduct performance reviews, recognition programs, and coaching sessions.
- Allocate resources efficiently and ensure proper staffing levels.
- Operational Management (25%):
- Establish monthly rhythms and routines to streamline operations and ensure consistency.
- Monitor operational metrics and take proactive measures to meet or exceed SLAs.
- Drive process improvements and efficiencies to enhance service delivery.
- Process and Project Participation (20%):
- Actively participate in process improvement initiatives and project implementations.
- Collaborate with cross-functional teams to optimize processes and drive business outcomes.
- Stakeholder Management (15%):
- Conduct regular client meetings to understand requirements, address concerns, and foster strong relationships.
- Ensure client satisfaction by delivering high-quality services and solutions.
Additional Responsibilities
- Build domain knowledge within the team and yourself to enhance service delivery.
- Identify opportunities for cross-training and facilitate knowledge sharing within the team.
- Ensure service accuracy through compliance with regulatory standards and internal policies.
- Prioritize and assign activities in collaboration with client teams.
- Resolve client-related issues promptly and effectively.
- Maintain and improve the overall quality of service delivery.
- Foster a culture of trust, open communication, and collaboration within the team.
- Leverage the talent and resources within the team to achieve results.
- Set goals, performance plans, and development strategies for the team.
- Monitor associate performance and conduct performance management conversations as needed.
- Educate, reinforce, and enforce adherence to company policies and guidelines.
- Execute issue resolution and ensure proper documentation and follow-up.
- Provide coaching and development opportunities to colleagues to foster continuous improvement.
- Manage administrative responsibilities effectively.
- Track performance metrics, analyze data, and drive process improvements.
- Manage team productivity, staffing, and workload effectively.
Technical Skills
- Excellent written and verbal communication skills.
- Strong relationship-building skills, both within the team and with clients.
- Proven coaching and feedback skills to drive performance improvement.
- Exposure to new client implementations and project management.
- Strong analytical and quantitative skills to drive data-driven decision-making.
Work Conditions
- Flexible to work in shifts as per the process requirements.
- Participation in training sessions and business management routines, both in-office and offsite.
Benefits
- Competitive salary package.
- Comprehensive health insurance coverage.
- Retirement benefits.
- Professional development opportunities.
How to Apply
If you meet the above qualifications and are interested in joining our team, please submit your resume along with a cover letter highlighting your relevant experience and why you are the ideal candidate for this position.
This comprehensive job description should provide a clear understanding of the role and expectations for potential candidates.