• Driving the Wipro Quality charter in the respective accounts.• Ensuring all the process deliverables are delivered on time as well as right first time.• Conducting/facilitating various audits and assisting the delivery team in closure of any finding coming out of the audits.• Performing high priority ticket analysis thereby overlooking the problem management and the knowledge management activities.• Review and approval of the RCA, CAPA before they are presented to the customer.• Ensuring the process is maintaining/improving the ITIL process maturity by performing quarterly internal ITIL process maturity assessment.• Driving the Six sigma and lean improvement methodology for process improvement.• Maintaining and publishing the SLA performance along with the SLA miss analysis.• Devising improvement actions plans for SLA performance improvement.• Productivity improvement drives by doing the time on floor analysis and per person efficiency improvement activities.• Sustaining/Improving the customer satisfaction scores by closing all open items and through regular customer connects to understand issues and areas that needs attention.• Initiating quarterly project CSAT surveys to understand if we are delivering as per the customer’s needs/contract.• Ensuring all the risks and warnings are highlighted recorded and closed on time.• Performing Ticket CSAT analysis to understand the end customer dissatisfaction causes.• Quarterly review of all the process documentation for any updates and or recreation.• Performing process audits like ISO 20K, ITIL, and CMMI HM.• Taking up head count reduction, efficiency improvement , COD improvement initiatives in the respective accounts

Managing a team of 25-30 associates.Assisting the TLs and TSEs reporting in the day to day activities of team-handling.Generating & analyzing various reports.Liaison with other areas of the company.Motivating associates through effective management, career development & implementation of reporting mechanics.Managing & developing new projects for improvement requirements.Effective Outlier management.Ensuring 100% compliance with various policies.Conducting audits within the process.Managing attendance & attendance incentives.Absenteeism & Attrition control.Liasoning with the clients for various updates.Scheduling and staffing the associates basis the requirements of the clientsConducting interviews for new-hires and ensuring the hiring numbers being met.Handling the knowledge management for the queue.Attending weekly/monthly/quarterly and yearly business reviews.

Managing a team of 10-12 people.Monitoring & feedback.Training & assisting new hires.Generating & analyzing various reports.Liaison with other areas of the company.Motivating associates through effective management, career development & implementation of reporting mechanics.Managing & developing new projects for improvement requirements.Effective Outlier management.Ensuring 100% compliance with various policies.Conducting audits within the process.Managing attendance & attendance incentives.Absenteeism & Attrition control.

• Providing real time support to the production agents.• Providing effective coaching in order to improve customer satisfaction.• Updating and monitoring individual data of team member’s following the guidelines of outlier management. • Maintaining database & sharing of various statistics and performance trends.