Assistant Manager
Wipro Ltd
Total years of experience :23 years, 2 Months
Team size: 3 Process Leads, 94 FTEs and 2 Trainers
Core responsibilities:
• Stakeholder/Customer engagement
• Operations/Team management
• Performance review
• Internal Projects
• Overseeing projects for clients, inclusive of ensuring all relevant internal and external
stakeholders are aware of ongoing projects and are held responsible for meeting their respective
deliverables
• Accountable for meeting Customer KPIs against set SLAs such as AHT, TAT, Quality,
Escalations and Utilization (FTE optimization).
• Reviewing above KPIs with internal stakeholders and Process leads. driving action plan based
on used cases
• Forecasting and reporting potential process threats to stakeholders (Early warning system)
before it impacts our KPIs
• Actively participating in Weekly and Monthly business reviews with Internal and External
leaderships.
• Internal reviews with process lead such as
o Attrition/retention and Shrinkage controls
o Fortnight review of employee/team performance
o Quality review and action plans (Performance Improvement plans)
o Reviewing skip meeting outcomes and reviewing pulse of team
• Built dashboards for FTEs to review their performance, real time productivity and idle time
tracking system using G-suite
• Received appreciation and certificate for Continues improvement and Lean Projects
• "Billing Variation reduction " - CI Project
• "Escalation reduction" - Lean Project
• "TAT Improvement Project" - CI Project (awaiting signoff
Team size: 3 Leads direct and 75 FTEs and 4 Training and Quality POCs
• Managing attendance & reversals of the team and approval of leave request
• Performing root cause analysis on performance of the teams assigned
• Liaising with the Operations Manager to set targets and allocate duties
• Monitoring overall functioning of processes, identifying improvement areas & implementing
adequate measures to maximize customer satisfaction level
• Setting out quality standards for various operational areas, ensuring high quality customer
experience, while adhering to SLAs and work processes
• Managing operations for rendering and achieving quality services; providing customer support
by answering queries & resolving their issues, ensuring minimum TAT
• Assessing the customer feedback, evaluating areas of improvements & providing critical
feedback to the associates on improvements and achieving higher customer satisfaction metrics
• Evaluating effectiveness of training & development programs; formulating or reviewing training
strategy and determining appropriate instructional methodologies and formats
• Creating and fostering a healthy environment which facilitates high performance of team
members and accomplishments of organizational goals
Team building, technical direction to team members. Hands-on experience in
• Analytical and Digital Photogrammetry workstations. Capable of accomplishing various activities
of Photogrammetry services like.
• DEM/DTM, Contouring, Cross-Sections and Orthorectification
• 3D Building & Structure Modelling
• 2/3D data migration to GIS-ready formats
• Aerial Triangulation & Adjustment.
• Project effort estimation, scheduling, finalizing SOPs as per customer retirements
• Topographic mapping using photogrammetry and Field survey techniques
• Identifying suitable staff to meet project requirement
• Team briefing at regular intervals during projects and after project
• Experience in implementing in ISO
• Conducted field survey using GPS equipment and recording various related data for border
mapping between two middle east countries (Kuwait and Kingdom of Saudi Arabia
Kuwait Municipality project
• Updating tourist map of Kuwait using Intergraph Image Analyst with MicroStation
• 3-D Topographic data compilation for the urban area of the state of Kuwait using Intergraph ISSD,
ISFC, ISDC.
• Preparation and quality check of Cadastral data to be used in GIS environment using Image
Analyst and MicroStation
• Conducted field survey for utilities, street names and recording various related data mapping
Trained to work on DTM, DSM for Orthorectification tasks
• Worked on 3D modelling and updation projects for middle east and European customers
• Trained on various GIS and conversion tools and took initiatives to mentor new joinees
• Shared process improvement ideas or best practices to improve Production and Quality (error
reduction)