First Line Manager - Toronto, Canada - Wipro Limited

Description

Toronto, Downtown Rail St

DOP
3072362
Job Description

Role Purpose

The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process.

Do

Ensure process is executed as per the client contract
Conduct briefings before every shift to drive focus on key metrices and debrief at the end of the shift to drive focus of the team on quality and adherence to contract compliance processes
Prepare notes from the huddle meetings and share it with the team
Prepare and share the performance data of the team with the client at the end of the shift
Interact with the client and prepare note to share updates and changes with the team
Review the performance on the key process metrices and conduct RCA to improve quality parameters
Prepare presentation on weekly and monthly performance data for the manager to be shared with the client
Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects
Be part of the discussion between manager and WFM team on forecast and number of agents required
Organize fun hours on Friday for the team to promote team engagement
Identify opportunities for automation within the account and share it with the manager
Provide details and data to the automation team to support the automation initiative

Drive performance of the team on the identified metrices of the process
Review last 6-8 weeks performance data (RAG) and identify low performers
Provide feedback and coach the outliers/ low performers to improve their performance metrices
Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers
Handhold the employees on performance on process and monitor for improvements
Identify training needs for new joiners especially and track their daily progress
Conduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the client's end

Stakeholder Interaction & Management
Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts
Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc.
Participate in monthly review meetings with Account Delivery leadership updating them on the status and progress of the account
Work with quality team to ensure the quality improvements as per the delivery standards of the contract
Provide timely assistance in case of an escalation and support resolution of escalations/ issues

Effective Team Management
Resourcing
Hire adequate and right resources for the team
Talent Management
Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
Build an internal talent pool and ensure their career progression within the organization
Manage team attrition
Drive diversity in leadership positions
Performance Management
Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
Ensure that the Performance Nxt is followed for the entire team
Employee Satisfaction and Engagement
Lead and drive engagement initiatives for the team
Track team satisfaction scores and identify initiatives to build engagement within the team

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

Delivery Lead

Cadence around margins and revenues

Quality

Quality assurance and contract compliance, Process improvements

Transition Team

Handover process


RMAC
Risk compliance

HR

Employee engagement and retention etc.

Talent Acquisition

Hiring

IT

Systems and platforms

Talent Transformation Team, Competency Group

Plan and support delivery of Technical Trainings, knowledge sharing

External

Clients/ Customers

Client connect to give updates and get feedback on the process. Fix any deviations

Display

Lists the competencies required to perform this role effectively:

Functional Competencies/ Skill
Domain/Industry Knowledge - Awareness and knowledge of broad economic, demographic, technological and global trends in the ITES/BPO industry - Competent
Technical Knowledge - FLM Certification by Wipro, Knowledge of operational processes, quality certifications etc. in a BPO/ITES setup- Competent
Project Management - Knowledge of project management and hands on experience in Agile methodology - Competent

Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

Expert

Applies the competency in all situations and is serves as a guide to others as well.

Master

Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.

Behavioral Competencies
Project Management Skills
Analytical Skills
Execution Excellence
Managing Complexity
Handling Pressure
Client centricity
Passion for results
Nurturing people
Stakeholder Management

Deliver

No.

Performance Parameter

Measure

1.

Process Performance

Zero non-conformance on timelines with respect to the client/ stakeholder requirements

Productivity

%Metrics met

%deviations

Vaule add to the client (FTE reduction)

2.

Client Management

CSAT/NPS

Zero escalations on delivery

Resolution of escalations

Zero non-conformance on security or compliance requirements

3.

Team Management

Team attrition %, Employee satisfaction score, %technical trainings, %general trainings

" Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicates 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. "

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All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

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.