Role Purpose
The purpose of the role is to provide assurance on the quality of deployment for the assigned accounts and support in establishing mechanisms that enhance and sustain customer satisfaction levels. The role is expected to support in enhancing customer advocacy by predicting and preventing customer escalations & dissatisfactions and drive a culture of continuous improvement in the assigned accounts.
Do
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constructive feedback to own direct reports
iii. Guide the team members in acquiring relevant knowledge and develop their
professional competence
statutory norms that apply in different countries
within the team
Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
Customer advocacy group
For partnering in the administration of Customer Satisfaction Survey, quarterly pulse survey, action planning, tracking, and reporting
Business Heads/ Delivery Heads
Conceptualize and implement Action planning, participate in monthly and quarterly business review, highlighting and discussing early warning of customer escalations
External
Client quality team
Partnering and supporting them in conducting delivery quality audits
Client representatives
For individual interaction as a part of the customer satisfaction survey
Display
Lists the competencies required to perform this role effectively:
- Functional Competencies/ Skill
- Knowledge of Wipro quality function processes- Expert
- Understanding of software delivery process- Expert
- Risk management procedure- Competent
- Review planning process- Competent
- Lean Management- Expert
- Six Sigma- Expert
- Process improvements process- Expert
- ISO standards implementation -Expert
Competency Levels
Foundation
Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.
Competent
Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.
Expert
Applies the competency in all situations and is serves as a guide to others as well.
Master
Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.
- Behavioral Competencies
- Leadership skills
- Team management
- Stakeholder management
- Customer orientation
- Detail orientation
- Process Improvement
- Business Planning
- Communication skills
Deliver
Measure
1.
Quality Control and Customer satisfaction
• CSAT Score- BU/Account/Portfolio level
• Process Compliance/Exceptions Scores
• Audit Coverage percentage
• Schedule performance Scores
• Planned vs actual project effort
• Resource productivity scores
2.
Capability Building
• New Employee Onboarding
• New Employee Certifications
3.
Continuous Improvement
• Lean projects implemented per year
• Productivity improvement of resources
• Continuous Improvement Processes implemented per year
4
Team Management
• Team attrition %
• Employee satisfaction scores
5
Capability Building
• % trained on domain and location specific skills,
• % of team trained in necessary leadership skills
Digital Marketing