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 account
- Plan the strategy for the coming years by identifying newgeographies for alternate revenue streams
- Strategy Planning with Senior Stakeholders & Clients
- 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 account
- Report 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 times
- Review 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 project
- Ensure 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 externalstakeholders
- Lead and manage project escalations, potential risks or earlywarning 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 raisedby the client
- 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
- Regular cadence around contract compliance
- Drive the focus of the team on quality and adherence to contractcompliance processes
- Drive and implement structured cadence around quality, both processand transactional
- Cadence with delivery lead to ensure margins are met and the accountnumbers are at par to what is committed
- Weekly 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 resources
- Lead 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 & effectiveness
- Build an internal talent pool and ensure their career progressionwithin the organization
- Resourcing
- Manage team attrition
- Drive diversity in leadership positions
- Performance Management
- Set goals for the team, conduct timely performance reviews andprovide 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 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 |