Role Purpose
The purpose of this role is to increase revenue, maximize processefficiency & cost-effectiveness, and ensure excellent customerexperience, through effective leadership and supervision of dailyoperations and personnel, strategy planning, contract compliance,resource optimization and capability development for an account.
Do
Maximize process efficiency and cost effectiveness throughstrategic planning, contract compliance and governance mechanisms Strategy Planning with Senior Stakeholders & Clients Collaborate with leaders to provide strategic and operational plansassociated with the accountPlan the strategy for the coming years by identifying newgeographies for alternate revenue streams- Collaborate with clients and identify countries that need to bemapped to bring revenues for the same product
Part of internal WIPRO leadership planning meeting to discussrevenue numbers for the accountReport to global delivery account head on status of the account Ensure a deep enough understanding of clients' individualexperiences to head off potential issues before they become problems Contract compliance & adherence Ensure all SLA parameters are met in the account and maintain agreen card at all timesReview and drive appropriate actions/ systemic changes on internaland external audit findings to ensure no major non-compliances are cited - Monitor and review the account on various delivery parameters toensure quality delivery as per budget and timelines
Delivery governance in the account Understand customer goals and key performance metrics and ensureexceeding those goals throughout the projectEnsure a green card for all accounts in terms of performance andquality - Monitor and review delivery dashboards/ MIS across accounts to trackprogress and identify potential red flags
Participate and share account performance across operational,quality and fulfillment parameters with internal and externalstakeholdersLead and manage project escalations, potential risks or earlywarning signs on project delivery to eliminate any revenue leakageEnsure 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 SOWProvide information required and resolve any invoicing issues raisedby the clien t Work with internal teams by supporting activities such as RFPresponse, doing use capability demonstrations, and participating in thecustomer calls to sell solutions Identify opportunities for quick wins through automation andrelated initiatives in the account (wherever applicable) Collect and analyze statistics (costs, customer service metricsetc.) Assume responsibility of budgeting and tracking expenses Ensure outstanding performance against key metrics mentionedin the agreement Regular cadence around contract compliance Evaluate performance with key metrics (accuracy, customerservice metrics etc.) Set direction for the team, track progress against targets throughregular cadence calls and course correct as required - Drive the focus of the team on quality and adherence to contractcompliance processes
Drive and implement structured cadence around quality, both processand transactionalCadence with delivery lead to ensure margins are met and the accountnumbers are at par to what is committedWeekly calls with WFM to ensure resource optimization, compliance tothe manpower numbers agreed in the contract, future planning in case oframp ups etc. Resource Allocation & Retention Conduct effective resource planning to maximize the productivity ofresources (people, technology etc.)Review and monitor resource planning and fulfillment in line withaccount requirements and costs of delivery - Optimize manpower and minimize leakages by working closely withdelivery head
Ensure retention by offering relevant trainings and certificationsof all allocated resourcesLead one-on-one floor connect and other engagement activities toimprove stickiness of the delivery team Collaborate and influence internal key stakeholders to manageand resolve issues to ensure fulfillment and flawless delivery ofprojects Build people capability to ensure superior customer servicelevels of the existing account/client Develop Capability within service line and products as peraccount requirements Lead capability development initiatives to drive client specificcertifications Co-create capability enhancement programs with client for frontline staff and supervisory level Work with the Training and HR team to build and review trainingcalendar Ensure customer-dedicated (as a result of change inprocess/tool), guaranteed trainings are conducted for the employees inthe 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 programsfor front line staff/engineers and the supervisory level Focus on helpingpeople develop their careers in order to retain people inthe account and reduce turnover Stakeholder Interaction & Management Coordinate with internal and external stakeholders to ensurecompliance and quality in the delivery for accounts Interact and engage with the client leadership to communicateand update progress against account plan, project delivery etc. Connect with senior leadership monthly on updating on theprogress on a particular account Conduct monthly client connects to get feedback from client onthe services provided as well as update the clients on the progress onthe account Cadence with delivery lead to ensure margins are met and theaccount numbers are at par to what is committed Participate in monthly review meetings with WIPRO leadershipupdating them on the status and progress of each account Work with quality team to ensure the current business is as perthe delivery standards of the contract Weekly calls with WFM to ensure resource optimization,compliance to the manpower numbers agreed, future planning in case oframp ups etc. Provide timely assistance in case of an escalation and supportresolution 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 toenhance capability & effectivenessBuild an internal talent pool and ensure their career progressionwithin the organization Drive diversity in leadership positions Performance Management Set goals for the team, conduct timely performance reviews andprovide constructive feedback to own direct reportsEnsure that the Performance Nxt is followed for the entire team Employee Satisfaction and Engagement Lead and drive engagement initiatives for the teamTrack team satisfaction scores and identify initiatives to buildengagement within the team Stakeholder Interaction Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
SL Leadership
Monthly Interaction & Reporting, Strategy andgovernance
WFM
Manpower planning, shift planning as per workload etc.
Delivery Lead
Cadence around margins and revenues
Quality
Quality assurance and contract compliance, Processimprovements
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, knowledgesharing
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 broadeconomic, demographic, technological and global trends in the ITES/BPOindustry - Expert
- Systems Thinking - Understanding of the Wipro system(interrelatedness, interdependencies and boundaries) and perform problemsolving in a complex environment - Competent
- Leveraging Technology - In-depth knowledge of and masteryover technology domain that commands expert authority respect-Expert
- Technical Knowledge - Knowledge of operational processes,quality certifications etc. in a BPO/ITES setup- Expert
- Business Knowledge - Understand the DO&P process andworkflow, key terms and performance and financial parameters -Expert
Competency Levels Foundation Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.
Competent Consistently demonstrates the full range of the competencywithout guidance. Extends the competency to difficult and unknownsituations as well.
Expert Applies the competency in all situations and is serves as a guideto others as well.
Master Coaches others and builds organizational capability in thecompetency area. Serves as a key resource for that competency and isrecognized 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
%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, %technicaltrainings, %general trainings
HRO
