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Mid Level manager (MLM)

6.00 to 7.00 Years   Hyderabad   30 Nov, 2022
Wipro Limited
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaFinance / Accounts / TaxOperations Management / Process Analysis
EmploymentTypeFull-time

Job Description

    Roles & Responsibilities: Manage the overall performance and governance of the Statements of Work (together with Account Manager) Manage the day-to-day operations in accordance with requirements and SLAs set out in this SOW. Prompt identification and resolution of Service delivery issues including implementation of preventative measures. Ensures achievement of all system, team and individual Customer Service goals and standards; Manages Key performance indicators. Provide exceptional people management, mentorship and career development to members of your team, including managers and reps, achieve low attrition levels and high employee engagement Drive Operations teams to deliver continuous improvement and productivity/quality gains Educating and assisting users on how to maintain security and safety while using Airbnb responsibly Maintain Subject Matter Expertise of either Account and Content Integrity, Payment Fraud or User Knowledge operations to successfully complete core work and escalations Investigate complex situations and potential fraud surfaced in high volume queues Demonstrate ability to comprehensively document investigations & Understand our risk systems and investigate account patterns through data analysis Working with operational lead to support cross-functional groups to develop and enhance internal policies and tools such as increasing automation, updating policies, and fixing product loopholes, etc. Identify market trends and product vulnerabilities. Share/Flag data-backed recommendations to respond to trends and to reduce vulnerabilities timely to Client/Wipro Maintaining high levels of confidentiality while performing investigations Demonstrate great judgement and be open to sharing what you know with others Qualifications: Graduation Mandatory advanced English language skills: Written, Reading, Communication and comprehension (spoken and interpretation). Education: Undergraduate/High School graduate, Bachelor and Diploma graduate. 10-18 months of industry relevant experience within Risk, Fraud prevention or Trust Operations is required. Anything below 10 months would not be counted in the experienced bucket Excellent interpersonal and communication skills, both written and verbal, to help our community in a tactful and diplomatic manner. Ability to balance fraud prevention alongside a positive customer experience. Excellent problem solving, critical thinking, analytical, ability to organize and work independently with rapidly changing priorities. Solution and outcome-oriented. Strong investigative ability, internet research, organizational, and analytical skills. Desire to work in a fast-paced and rapidly changing environment. Ability to multitask, learn and adapt to new technologies. Ability to remain calm in time sensitive situations; able to prioritize and respond to user and cross-functional team needs. Ability to remove personal bias to focus on fact-based investigations and remain impartial in sensitive situations involving users. Detail oriented: you do your due diligence when completing an investigation. Experience with customer ticketing systems, queues.,

Keyskills :
data analysisproblem solvingservice deliverystatements of workrisk systemstrust operationscustomer servicesubject matter expertise

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