Job Title: FIRST LINE MANAGER (FLM) L2
City: Hyderabad
State/Province: Telangana
Posting Start Date: 8/22/26
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.
Location: Hyderabad
Shift: Rotational as per client
5 days WFO
CRITICAL SKILLS REQUIRED: -
1. Excellence head with a demonstrated history of working in the outsourcing/offshoring industry.
2. Experience in managing Quality/ Process Excellence initiatives for Large Engagements.
3. Hands on experience in driving large transformational programs involving process reengineering, analytics, automation etc.
4. Must have worked in cross functional teams and demonstrated ability to drive change in the process.
5.Excellent oral and written communication skills and should be able to manage internal stake holders as well as customers.
6. Well versed with MS Office – Excel and PowerPoint.
7. Exposure in driving high impact transformation projects involving technology and process re-engineering.
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PRINCIPAL RESPONSIBLITIES: -
1.Lead consulting assignments and deliver business value to the customers through quality initiatives.
2. Support process excellence initiatives and drive improvement projects in a complex and fast paced environment.
3.Drive benchmarking and best practices deployment across accounts.
4.Identifying process gaps & improvement opportunities to infuse efficiency and effectiveness into business processes.
5. Understand potential customer dis-satisfaction drivers and proactively mitigate any CSAT risks.
6. Work closely with customers and operations leadership team to identify improvement opportunities and drive them to closure.
7. Drive projects to improve and maintain the profitability of the process.Leading and ensuring governance for Quality/ Process Excellence initiatives for Large Engagements.
8. Drive a culture of process improvement using tools like Six Sigma, Lean and Kaizen.
9. Drive standardization practices and ensure strict compliance in internal and client defined processes.
10. Ensure all process metrics are met.
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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 clientâÃÂÃÂs end
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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
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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
Mandatory Skills: Geographic Information Systems(Maps) .
Experience: 3-5 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.
