Team Lead (Healthcare)

Position Summary:

The primary purpose of this role is to ensure the seamless delivery of services while adhering to assigned Service Level Agreements (SLAs) as well as being responsible for all aspects of Performance Management and Development for team members. This includes planning, conducting performance reviews, recognizing achievements, providing coaching, and fostering a culture of continuous improvement.

As a First Line Manager at Wipro Philippines Inc, you will play a pivotal role in managing a high-performing team, streamlining operational processes, and driving team performance. Your leadership will directly contribute to enhancing workplace morale, achieving productivity goals, and improving service delivery.

Core Responsibilities:

• Lead and manage team members while focusing on their coaching and development.
• Oversee operational management including the establishment of monthly rhythms and routines to ensure efficient workflow.
• Participate actively in process improvement projects aimed at elevating overall team performance.
• Maintain robust stakeholder management practices, ensuring all parties are informed and aligned on progress and challenges.

SLA and Capacity Management:

• Maintain overall service delivery by consistently assessing performance metrics and implementing necessary adjustments.
• Engage in real-time queue monitoring and skill management to ensure optimal service levels.
• Identify needs for cross-training to balance workload across the team effectively.
• Implement efficient staff and leave planning practices to enhance team availability and service capacity.
• Manage schedule adjustments to improve team occupancy and utilization effectively.
• Possess a deep understanding of the resource utilization billing model to ensure accurate reporting and accountability.
• Collaborate with quality assurance (QA) teams on process improvements that drive better customer satisfaction (CSAT) and SLA results.

Behavioral Skills and Attributes:

• Demonstrate the ability to collaborate effectively with team members while also excelling in independent tasks.
• Exhibit strong organizational skills with the capacity to interact with multiple groups fluidly.
• Showcase excellent delivery and execution capabilities, effectively resolving conflicts and dependencies.
• Maintain accountability and ownership of assigned tasks, demonstrating reliability and trustworthiness.
• Foster an inclusive team environment that promotes open communication, creative thinking, and teamwork.

Stakeholder Management:

• Conduct timely and proactive communication with clients and stakeholders, focusing on effective problem-solving and issue resolution.
• Facilitate meetings with various teams, including client representatives, other managers, and partner functions to ensure cohesive collaboration.
• Share insights from process reviews and trends with relevant stakeholders, ensuring everyone is aligned on goals and expectations.
• Act as a change agent, driving continuous improvements within the business unit and across the broader organization.

Critical Skills Required:

• Exceptional written and verbal communication skills.
• Ability to build and nurture relationships, both onshore and offshore, within teams.
• Proven experience in coaching and providing constructive feedback to colleagues.
• Familiarity with new client implementations and knowledge of the US Health and Welfare domain.
• Strong analytical and quantitative skills to interpret data for informed decision-making.

Candidate Specification:

• Bachelor’s degree required
• Minimum 2 years relevant supervisory experience, preferably in the US healthcare domain
• Able to work flexible hours, espcially in the night shift hours.

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. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.