Job Description
- n
- Leading a team of AVP, Managers & Senior Managers to ensure that overall delivery of services is within agreed SLA's & KPI's as defined. Deliver all contractual client requirementsn
- Attrition management and retention of key resources. Back up planning. Continuously strive to build a culture of high-performance. Facilitate effective teamwork and build team-oriented relationships internally and externallyn
- Customer Relationship Management -Manage customer relationship and liaise with the clientn
- for ensuring alignment on process related activities, changes in process and identifying opportunities to transition more activitiesn
- Act as a point of escalation for critical/ complex service issues and Manage Risk & compliancen
- Improve efficiency and increase Customer satisfactionn
- Well versed with BCP/DRP programs for industryn
- Owner of process Transformation/Adoption of digital life cycle - Create a mindset of innovation aimed at constantly challenging the norm to drive business value.



Responsible for ensuring a disciplined approach to operational excellence. Drive ongoing continuous improvement through LEAN/ six sigma, automation opportunities within all processes to improve profitability.n
- Transition Support - Play a lead role in transition of processes by bringing in shared service specific knowledge & best practices for smooth implementation and execution.n
- Process Vision & Strategyn
- Define 1–3 year target-state roadmap.n
- Drive global process standardization.n
- Define KPI framework and business outcomes.n
- Transformation Ownership: Own automation backlog, Prioritize AI opportunities., Sponsor process redesign initiatives, Approve standard process models.n
- Supplier Governance: Primary interface with supplier process leads, Review service performance and transformation delivery, Manage process escalations.n
- Governance: Lead monthly GPO Committee, Review KPI scorecards, Resolve cross-functional process issu

📌 AVP-FPNA GPO (Pune)
🏢 Wipro
📍 Pune