Team Leader

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

Loan Servicing experience is must while Collections experience is good to have. Leadership experience in Team management. Experience of working within a regulated, banking or financial services environment is desirable with expertise in /Motor/Asset Finance/Lending.

Role and responsibility:

Lead, manage, and support a team of non‑voice  back‑office executives . Ensure daily productivity, SLA adherence, and balanced queue management. Act as the first line of supervision and control for all work completed by the team. Ensure strict adherence to SOPs, regulatory requirements, and internal controls. Identify quality defects, conduct root cause analysis (RCA), and drive corrective actions. Conduct daily huddles, one‑to‑ones, and performance reviews. Liaise with UK onshore teams, SMEs, QA, and Operations Managers. Identify process inefficiencies, risks, or bottlenecks and propose improvements. Team mentoring and coaching individual associates who may fall below desired performance. Handle first level escalations on process issues that cannot be resolved by agents. Monitor random cases to improve quality, minimizing errors and track operative performance. Maintain a strong knowledge of products and services for customers that we are servicing

F͏inance Assistance Team Leader

Loan Servicing experience is must while Collections experience is good to have. Leadership experience in Team management. Experience of working within a regulated, banking or financial services environment is desirable with expertise in /Motor/Asset Finance/Lending.

͏

• Delivery governance in the account 

  • Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project 
  • Ensure a green card for all accounts in terms of performance and quality
  • Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags
  • Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders
  • Lead and manage project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage
  • Ensure regular invoicing as per the contract terms and condition
  • Forecast and track key account metrics

• Invoicing

  • Timely submission of invoices to the client as defined in the SOW
  • Provide information required and resolve any invoicing issues raised by the client

• Collect and analyze statistics (costs, customer service metrics etc.)

•  Assume responsibility of budgeting and tracking expenses

͏

• Ensure outstanding performance against key metrics mentioned in the agreement

• Regular cadence around contract compliance

  • Evaluate performance with key metrics (accuracy, customer service metrics etc.)
  • Set direction for the team, track progress against targets through regular cadence calls and course correct as require
  • Drive the focus of the team on quality and adherence to contract compliance processes
  • Drive and implement structured cadence around quality, both process and transactional
  • Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed 
  • Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc.

͏

• Resource Allocation & Retention
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery 
  • Optimize manpower and minimize leakages by working closely with delivery head
  • Ensure retention by offering relevant trainings and certifications of all allocated resources 
  • Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team 
• Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects

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.