Senior Service Delivery Lead

Role Purpose

The purpose of the role is to ensure excellent customer service delivery of all technology solutions and products to clients, through effective project management, service metrics tracking, budget management, issue resolution, optimal resource allocation, and maintenance of a skilled team of all delivery resources for the client

Do

Oversee and manage service delivery by meeting all contractual/ SLA commitments

Contract compliance & adherence

Ensure all SLA parameters are met in the account

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

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

Ensure that the service credits, performance incentives, penalty and penalty waivers are incorporated in the invoices

Delivery governance across the accounts/projects

Lead delivery teams to understand customer goals and key performance metrics and their thresholds for each project

Ensure that the project performance parameters stay green for all accounts

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

Participate and share account performance across operational, quality and fulfillment parameters with internal/external stakeholders & senior leadership

Ensure regular invoicing as per the contract terms and condition and performance

Technical and/or Operational Issue Resolution

Manage and resolve complex project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage

Acts as an advisor to service delivery managers to meet schedules or resolve technical or operational problems on a daily basis

• Acts as point of escalation for issues not resolvable by the service lines.

Escalate issues with financial implication on the account to Account Head and other senior stakeholders

Acts as an advisor to service line managers to meet schedules or resolve technical or operational problems

Resource Allocation & Retention

Ensure effective transition from the client with the well documented and clear process understanding along with the right manpower requirements with requisite skill and training to undertake delivery

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

• Responsible for establishing, leading and maintaining a skilled team of all delivery resources for an account on a daily basis

Plan training batches to backfill client deliveries during crucial periods

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

Ensure Process Excellence

Partner with the assigned black belt for the account on regular basis to get feedback on account performance

Prioritize and drive initiatives for continuous improvement to improve top line revenue and bottom line margins

• Present the business case for such initiatives to the clients to get their buy-in if required

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

Conduct periodic meetings with clients and delivery teams - daily status updates, service level requirement reviews, continuous improvement, change control and other informal meetings to share focus points, progress and successes.

Contribute to revenue and profitable growth by ensuring the agreed revenue targets are met and by identifying opportunities in the form of new and/or adjacent work in the assigned account

Ensure excellent service delivery of all products and solutions to achieve approved margin targets on assigned accounts and is targeted to improve account profitability.

Regularly monitors and reports on financial health of the account and remedies any financial misses or anomalies

Contribute to the revenue growth of the account by supporting the Account Head through new opportunity identification for deployment of new technology, growth solutions and services within the existing account/client

Recognizes business needs and determines if our portfolio offering may be an appropriate solution

Qualify and prioritize new opportunities in the funnel in the form of adjacent work in existing accounts

Serve as the primary relationship owner for an assigned group of top tier client accounts with responsibility for retention and growth

Prepare implementation plans and ensure efficient client on- boarding; present content strategy and annual delivery plan

Partner with the process excellence team to incorporate and drive key Wipro initiatives and priorities in the account strategy such as Digital, Automation etc.

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

Partner with the WFM, Hiring & HR team to ensure optimal resource allocation and maintenance of a ready skilled team of resources to avoid leakages and revenue loss

Develop, manage and leverage relationships in account to build customer centricity

Identify key stakeholders/ decision makers in client organization and develop and strengthen relationships with them

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

Drive and attend Steering Committee meetings or Client Review meetings to regularly review project dashboards, discuss and resolve escalation points and course correct as required for high customer satisfaction and better quality of experience

Act as client advocate and work with internal departments to ensure that client needs are understood and satisfied

Liaise between the customer and internal teams

Drive Delivery Transformation through automation and innovation focus

Create and drive automation charter and related initiatives within account client (wherever applicable)

Drive deployment of automation led solutions and service improvements to deliver value added services to the clients

Build focus on and drive deployment of next generation hyper automation initiatives in coordination with Holmes team to enhance productivity, quality and speed of delivery

Lead, develop and drive new ways of working (EOT, Digital, Agile etc.) and its capabilities within the account to improve quality, delivery speed and productivity parameters

Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

Lead capability development initiatives to drive client specific certifications

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

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

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

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

Strategy and governance

Wipro Vertical/BU Team/ GCP

Client relationship

DO&P Sales & Pre-Sales Team (Hunting/ Farming)

Client delivery during transition to steady state execution

Digital, EOT, Holmes

Transformation opportunities, process improvements etc.

HR

Hiring and employee engagement and retention

IMG, FMG

Team management

Training Team

Capability development

Business Finance Team

Deal pricing, invoicing etc.

Central Staffing Team (CST/WFM)

Manpower planning, shift planning as per workload etc.

BFM, MIS

Invoicing, financial performance etc.

RMAC

Risk audits and certifications

IT

Systems and platforms

Quality

Process improvements

External

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 - Competent
  • Technical Knowledge - Knowledge of operational processes, quality certifications etc. in a BPO/ITES setup- Competent
  • Business Management - Knowledge of Deal structuring, revenue cycle and management, financial systems, P&L etc. - Competent
  • Systems Thinking - Understanding of the Wipro system (interrelatedness, interdependencies and boundaries) and perform problem solving in this complex system - Competent
  • Leveraging Technology - Knowledge of current and upcoming technology (automation, tools and systems) to build efficiencies and effectiveness in own function - Competent

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
  • Influencing
  • Business acumen
  • Collaborative working
  • Problem solving and decision making
  • Execution Excellence
  • Stakeholder Management
  • Client (Internal) Centricity
  • Effective Communication
  • People Management

Deliver

No.

Performance Parameter

Measure

1.

Financials

Revenue and OB target achievement - Farming, Operating margin %, leakage from OB to revenue, quality of OB

2.

Customer

NPS, PCSAT and ACSAT score, Stay Green parameters, Pulse score, Customer complaints - received, time-to-closure, Brand score, no. of customer references, Win Lose Ratio

3.

Delivery Transformation

Productivity Improvement, Loss of revenue due to delivery issues, governance and compliance to risk management frameworks

4.

Account Management

New solutions added, Customer wallet share growth, Customer attrition rate, DIDI penetration %

5.

Team Management

Team attrition %, Employee satisfaction score, gender diversity %, Training Hours, No of technical training completed

Geographic Information Systems(Maps)