Job Description

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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. \

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Should be able to manage span of supervisors
? Graduate/Undergradure
? Excellent spoken and written Communication Skills.
? Should be able to conduct reviews with clients and lead all client reviews
? To be able to identify process gaps and initiate discussions with client and should be able to effectively articulate the benefits
? Should be able to identify and suggest automation opportunities. \

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
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\ * 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
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\ * 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
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\ * 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
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\ * 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
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\ \ * 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
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\ * 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
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\ * 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
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\ \ * 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
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\ \ * 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
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\ \ * 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
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\ * 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
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Stakeholder Interaction \

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Stakeholder Type \ \ \

Stakeholder Identification \ \ \

Purpose of Interaction \ \
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Internal \ \ \

SL Leadership \ \ \

Monthly Interaction & Reporting, Strategy andgovernance \ \
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WFM \ \ \

Manpower planning, shift planning as per workload etc. \ \
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Delivery Lead \ \ \

Cadence around margins and revenues \ \
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Quality \ \ \

Quality assurance and contract compliance, Processimprovements \ \
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Transition Team \ \ \

Handover process \ \
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Business Finance \ \ \

Revenue/ OB booking, business planning, etc. \ \
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RMAC \ \ \

Risk compliance \ \
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HR \ \ \

Hiring and employee engagement and retention etc. \ \
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IT \ \ \

Systems and platforms \ \
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Talent Transformation Team, Competency Group \ \ \

Plan and support delivery of Technical Trainings, knowledgesharing \ \
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External \ \ \

Clients/ Customers \ \ \

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

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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
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Competency Levels \ \
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Foundation \ \ \

Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance. \ \
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Competent \ \ \

Consistently demonstrates the full range of the competencywithout guidance. Extends the competency to difficult and unknownsituations as well. \ \
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Expert \ \ \

Applies the competency in all situations and is serves as a guideto others as well. \ \
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Master \ \ \

Coaches others and builds organizational capability in thecompetency area. Serves as a key resource for that competency and isrecognized within the entire organization. \ \
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\ * Behavioral Competencies\

\ * Project Management Skills
\ * Analytical Skills
\ * Execution Excellence
\ * Managing Complexity
\ * Handling Pressure
\ * Client centricity
\ * Passion for results
\ * Nurturing people
\ * Stakeholder Management
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Deliver \

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No. \ \ \

Performance Parameter \ \ \

Measure \ \
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1. \ \ \

Process & Performance \ \ \

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

%Metrics met \

%deviations \ \
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2. \ \ \

Client Management \ \ \

CSAT \

Zero escalations on delivery \

Resolution of escalations \

Zero non-conformance on security or compliance requirements \ \
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3. \ \ \

Team Management \ \ \

Team attrition %, Employee satisfaction score, %technicaltrainings, %general trainings \ \
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Correspondence and document management

Wipro