Delivery Manager

• Ensure a deep enough understanding of clients' individual experiences to head off potential issues before they become problems

Contract compliance & adherence

Ensure all SLA parameters are met in the account and maintain a green card at all times

Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited

• Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines

Delivery governance in the account

Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project

Ensure a green card for all accounts in terms of performance and quality

• Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags

Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders

Lead and manage project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage

Ensure regular invoicing as per the contract terms and condition

• Forecast and track key account metrics

Invoicing

Timely submission of invoices to the client as defined in the SOW

Provide information required and resolve any invoicing issues raised by the clien t

Collect and analyze statistics (costs, customer service metrics etc.)

Assume responsibility of budgeting and tracking expenses

Ensure outstanding performance against key metrics mentioned in the agreement

Regular cadence around contract compliance

Evaluate performance with key metrics (accuracy, customer service metrics etc.)

Set direction for the team, track progress against targets through regular cadence calls and course correct as require

• Drive the focus of the team on quality and adherence to contract compliance processes

Drive and implement structured cadence around quality, both process and transactional

Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed

Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc.

Resource Allocation & Retention

Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)

Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery

• Optimize manpower and minimize leakages by working closely with delivery head

Ensure retention by offering relevant trainings and certifications of all allocated resources

Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team

Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects

Build people capability to ensure superior customer service levels of the existing account/client

Develop Capability within service line and products as per account requirements

Lead capability development initiatives to drive client specific certifications

Co-create capability enhancement programs with client for front line staff and supervisory level

Work with the Training and HR team to build and review training calendar

Ensure customer-dedicated (as a result of change in process/tool), guaranteed trainings are conducted for the employees in the areas of skill development, soft skill and leadership training

Ensure team KPIs are assigned & delivered with timeliness & accuracy keeping the end results in mind

Partner with HR and Training teams to build training programs for front line staff/engineers and the supervisory level

Focus on helping people develop their careers in order to retain people in the account and reduce turnover

Stakeholder Interaction & Management

Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts

Interact and engage with the client leadership to communicate and update progress against account plan, project delivery etc.

Connect with senior leadership monthly on updating on the progress on a particular account

Conduct monthly client connects to get feedback from client on the services provided as well as update the clients on the progress on the account

Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed

Participate in monthly review meetings with WIPRO leadership updating them on the status and progress of each account

Work with quality team to ensure the current business is as per the delivery standards of the contract

Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed, future planning in case of ramp ups etc.

Provide timely assistance in case of an escalation and support resolution of escalations/ issues

Effective Team Management

Resourcing

Hire adequate and right resources for the team

Talent Management

Ensure adequate onboarding and training for the team members to enhance capability & effectiveness

Build an internal talent pool and ensure their career progression within the organization

• Manage team attrition

Drive diversity in leadership positions

Performance Management

Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports

Ensure that the Performance Nxt is followed for the entire team

Employee Satisfaction and Engagement

Lead and drive engagement initiatives for the team

Track team satisfaction scores and identify initiatives to build engagement within the team

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

SL Leadership

Monthly Interaction & Reporting, Strategy and governance

WFM

Manpower planning, shift planning as per workload etc.

Delivery Lead

Cadence around margins and revenues

Quality

Quality assurance and contract compliance, Process improvements

Transition Team

Handover process

Business Finance

Revenue/ OB booking, business planning, etc.

RMAC

Risk compliance

HR

Hiring and employee engagement and retention etc.

IT

Systems and platforms

Talent Transformation Team, Competency Group

Plan and support delivery of Technical Trainings, knowledge sharing

External

Clients/ Customers

Client connect to give updates and get feedback on the process. Fix any deviations

Display

Lists the competencies required to perform this role effectively:

• Functional Competencies/ Skill
  • Domain/Industry Knowledge - Awareness and knowledge of broad economic, demographic, technological and global trends in the ITES/BPO industry - Expert
  • Technical Knowledge - Knowledge of operational processes, quality certifications etc. in a BPO/ITES setup- Expert
  • Project Management - Knowledge of project management and hands on experience in Agile methodology - 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
  • Project Management Skills
  • Analytical Skills
  • Execution Excellence
  • Managing Complexity
  • Handling Pressure
  • Client centricity
  • Passion for results
  • Nurturing people
  • Stakeholder Management

Deliver

No.

Performance Parameter

Measure

1.

Process & Performance

Zero non-conformance on timelines with respect to the client/ stakeholder requirements

Green card

%Metrics met

%deviations

2.

Client Management

CSAT

Zero escalations on delivery

Resolution of escalations

Zero non-conformance on security or compliance requirements

3.

Team Management

Team attrition %, Employee satisfaction score, %technical trainings, %general trainings

Roles & Responsibilities:

DElivery Manager in HRO Domain( Hire to retire)

Teams Size experience - 100+

Support for assigned engagement within the account
• Client Management - Primary contact for the client and as Escalation point. Involvement in
client Daily Operations calls, MBR, and QBRs
• Involvement in Delivery Issues and Crises situations
• Ensure resources' capabilities and capacity to meet both existing and new business
demand - Ownership of team staffing
• Ensures and monitors that processes are in place to proactively protect consistent service
quality through rigorous management of change control and acceptance into service
procedures in line with Wipro's Service Delivery guideline
• Focus on SLA management and customer satisfaction. Ensure the information systems and
the review structure for SLAs and client satisfaction are in place and effectively used
• Partnering with Solution Team during Pre-Discovery and Discovery stage
• Ensure SOPs are in place during Transition and post BAU implementation
• Engage & build working relationship with client SMEs/Project/Supplier Managers to
enhance delivery
• 100% client engagement through structured governance and reporting
• Proactively identifying issues that impact delivery and business through course correction.
• Coordinates with Delivery Head to share aggregated delivery execution view
• Track reporting of process level execution metrics, with deep-dives on individual Goals &
Objectives
• Act as BCP SPOC for the Process
• Ensuring account audits & CSAT survey are conducted on time; report results & flag issues
• Oversee and be accountable for the preparation and delivery of high quality reports
(project progress, risks and mitigation, new business opportunities, process improvement
and automation) for senior stakeholders within established timelines
• Identify risks and develop operational plans and initiatives to mitigate or address the
concerns pertaining to the project while coordinating efforts across all the enabling teams.
• Motivates, develops and mentors the team where relevant
• Employee Engagement
• Training management: plan and execution tracking
• Identify, Coach & Build succession plans for individuals basis their strengths & interests.
• Help manage high level of team performance through a culture of continual feedback,
coaching and learning
• Lead by example & develop a congenial, productive work environment & high employee
satisfaction
Behavioral Competencies
• Customer Focus
• Driving Execution
• Operational Decision Making
• Business Acumen
• Talent Building
• Openness to change
Required qualifications and experience:
• 10+ years of overall experience with demonstrated ability to collaborate across various
functions in a highly matrixed organization in global setting (Especially quality, MIS/ BI,
Solutions and Transitions and Program Management)
• Solid knowledge of delivery management. Preferred Domain Knowledge of HR Practices.
• Demonstrate strong, communication and relationship building skills with experience of
collaborating and sharing knowledge between teams
• Experience in a client facing role
• Strong problem solver and facilitator, especially in highly ambiguous situations
• Strong business acumen and understanding of organizational challenges with an excellent
written and verbal communication skill

Qualifications:

Any Graduation / PG

Must have Delivery experiece in HRO domain (hire to retire)