Role Purpose
The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective leadership and supervision of daily operations and personnel, strategy planning, contract compliance, resource optimization and capability development for an account.
Do
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- Collaborate with clients and identify countries that need to be mapped to bring revenues for the same product
- Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines
- Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags
- Forecast and track key account metrics
- Drive the focus of the team on quality and adherence to contract compliance processes
- Optimize manpower and minimize leakages by working closely with delivery head
- Manage team attrition
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
- Systems Thinking - Understanding of the Wipro system (interrelatedness, interdependencies and boundaries) and perform problem solving in a complex environment - Competent
- Leveraging Technology - In-depth knowledge of and mastery over 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 and workflow, key terms and performance and financial parameters - 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
%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:
- Responsible for maintaining accounts Gross Margins, cost, people management, SLA reporting and driving continuous improvement initiatives and enhancing process efficiency.
- Closely monitoring revenue and ensure no revenue leakage.
- Ability to teach/coach mid management to improve performance.
- Ability to introduce innovative ideas of process improvement.
- Production planning & control, process monitoring, assignment & review of workload.
- Analyzing SLA parameters with team performance and planning continuous improvement in performance, process optimization, adherence to reporting schedules and maintaining all necessary process documentation as per the process protocol
- Ensuring deliverables as per client expectations are met with highest satisfaction.
- Oversees the hiring, on-boarding and training of new hires.
- Monitor and manage workflow or daily targets to assure timely delivery of agreed SLAs
- Planning and process development - Innovate to optimize production and constantly improve Production, Quality and Turnaround Time
- Motivating employees by introducing various beneficiaries & growth opportunity.
- Managing operational issues keeping client expectations on highest priority
- Identify training gaps and work with support team to develop effective plan.
- Team management - Performance review of team members at regular intervals & allocate proper shift as per project requirement.
- Regularly reviews the performance on the program with the client and ensures that the program is indeed running according to client expectations.
- Ensure periodic reporting and dashboards on the performance and the growth plans.
- Monthly business review meeting with the client & Stake holders and ensures the resolution of all issues to the satisfaction of the clients.
Education
- Minimum Graduate.
- Overall 12+ years of Healthcare experience with 8+ year of Account Handling experience (Leadership role) in a Back Office or Shared Services Environment
- Exp in managing payor Ops (Provider and Member services)
- Must have experience in managing a large team 500 to 1000 FTE's, multi-channel support ( Non Voice)
- Understanding of evolving tech in BPM like AI and Gen AI implementation
- Experience in driving Value added Transformation projects focused on NPS, CSAT