Team Leader

Job Title: Team Leader

City: Quezon City

State/Province: Manila

Posting Start Date: 8/6/26

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.

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.

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Responsibilities:

Strong experience BPO Collections Operations and Managing SLA, KPIs, and project deliverables

Responsible for working directly with team members and customers to ensure customer financial needs are met by providing a best in class customer experience.

Performs day-to-day coaching and management of 15-20 team members that receive customer inquiries or issues

Works with management and team members to proactively identify, manage, and escalate risks which may impact the business

Monitors interactions to ensure that team members are giving accurate information and following approved practices

Coaches and develops a positive and productive work environment and builds relationships with business partners.

Utilizes reporting for business metrics to guide team member coaching and performance management.

Resolves routine and some escalated problems and exercises judgment in making override decisions or recommends action to top level management for decisions outside authority level

Ensures capabilities and knowledge of team members keeps pace with customer expectations.

Assists and makes employment decisions and sets performance standards; trains and coaches staff, writes and conducts performance evaluations.

May perform budgetary analysis, reports or special project work as requested by business partners and senior management.

Delivers what is promised in line with customer expectations

Responsible for achieving individual key performance indicators whilst maintaining appropriate operational risk control and compliance in all activities

Must possess procedure driven judgment in order to find the best solution to an issue.

Excelling in a fast-paced, collaborative environment that requires accuracy, multitasking and effective communication.

Should take escalation calls as needed/required.

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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 client’s 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: Mortgage(Originations) .

Experience: 1-3 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.