Job Description

Role Description
This role is responsible for overseeing the planning, execution and successful delivery of a specific program or a workstream of a larger customer program within Wipro, from deal closure to a steady-state.

The role holder is the point of contact for this specific program / workstream and is expected to drive the strategic planning, interface closely with cross-functional teams to ensure execution and successful delivery of the program. This role will involve collaborating with multiple service teams, cross-functional teams and managing client engagements.

͏Roles & Responsibilities

Client Leadership & Governance:

• Serve as the primary program point of contact; run an executive‑ready governance cadence: daily operations huddles, weekly risk/KPI reviews, Monthly Business Reviews (MBR), and Quarterly Business Reviews (QBR) with clear narratives and action trackers.
• Translate client objectives into a quarterly/annual program plan with milestones, interdependencies, capacity plans, and risk mitigations.

SLA, Quality & Delivery Assurance:

• Own contractual SLAs/OLAs and drive early‑warning mechanisms, root‑cause analysis, and permanent corrective actions.
• Establish and maintain SOPs, playbooks, and process controls, lead change management for new workflows and releases.

Compliance, Risk & Controls:

• Ensure adherence to client and internal policies maintain a live RAID register; prepare for and pass audits with zero major non‑conformities.
• Partner with InfoSec/Legal/Privacy to assess changes, exceptions, and incident responses; document decisions and approvals.

Reporting, Analytics & Insights:

• Build and publish a standardized metrics pack (daily/weekly/MBR/QBR) with drill‑downs by site/LOB/workflow; leverage BI tools to identify trends, variances, and growth opportunities.
• Convert operational data into actionable narratives for executives—what happened, why it happened, what we’re doing next, and expected impact.

Financials & Commercials:

• Track run‑rates, unit economics, and variance to plan; manage SOW baselines, CRs, margin levers, and ramp/transition economics in partnership with Finance and Delivery leadership.

Organic Growth & Value Realization:

• Identify white‑space opportunities (new workflows, geographies, languages, premium support tiers); build business cases and partner with Sales for proposals and pilots; own value realization tracking post‑win.

People Leadership:

• Lead a matrixed, multi‑time‑zone team (Team Leads/OMs/QA/Trainers/BI Analysts); set objectives, coach for performance, and drive engagement.
• Champion continuous improvement (Lean/Kaizen) and capability building across teams and partner ecosystems.

Q͏ualifications

Key Skills Required

• Program Excellence : Strategic Thinking, Execution Excellence, Commercial Acumen for Profits, Revenues and Growth, Risk and Governance, Change Management, Stakeholder Management
• Collaboration: Ability to Collaborate Across Different Points of View / Different Cultures/ Different teams / Function, Collaborate to build alliances and find win-win solutions
• Conflict management with tact and diplomacy
• Outcome Ownership : Outcome Ownership Across the Program, Resource Mobilisation, Agile Implementation In Project, Managing trade-offs against competing priorities
• Reliable Partner: Committed to Clients Success, Builds Trust and Credibility, Executive Presence
• Building High performing teams: Builds Successful Teams that Encourage High Performance
• Creative Intelligence: Creative Problem Solving and Innovation, ractices Systems Thinking, Resourceful
• Agility: Speed in adaptation, response and execution, Learning agility, self-motivated to learn, ability to multi-task

͏Qualifications

Qualifications

• 10+ years of progressive experience in technology project and program management, with at least 5 years of experience specifically in managing customer programs
• Excellent understanding of technologies and industry vertical domain areas.
• Demonstrated expertise in specified technology areas and awareness of latest trends in the industry
• Demonstrated experience in leading complex system integrations, data migrations and application customizations. Proficiency in risk management and financial analysis.
• Excellent communication, negotiation and stakeholder management skills, with the ability to interact effectively with senior executives, clients and cross-functional teams in a matrix set-up.

Nice to Have

• Domain familiarity with content operations, ads policy/review, support operations, or data quality programs.
• Exposure to advanced reporting (SQL basics), experimentation/AB testing, and GenAI‑assisted tooling (for productivity and quality).

Behavioral Competencies

• Executive presence and stakeholder management
• Bias for action; strong problem‑solving and structured thinking
• Ownership, resilience, and a continuous improvement mindset
• Cross‑cultural communication and inclusive leadership

Work Conditions

• Global time‑zone coverage with flexibility for early/late stakeholder calls; travel up to 10–20% for client reviews, transitions, and audits.