Role Purpose
The purpose of the role is to ensure updation and management of data related to client accounts (forecasting, scheduling and performance), provide timely & accurate analysis through MIS reports and dashboards to the external & internal stakeholders.
Do
Develop and lead accurate MIS Management & Reporting within the Service Line
Interact and work closely with management, internal stakeholders & clients to prioritize business and information needs
Keep track and maintain a master view of the multiple reports, mapped to multiple stakeholders along with their frequency to ensure no report misses timeline or a stakeholder
Develop and customize dashboards as per client requirements and establish frequency of reporting (weekly/ monthly/ quarterly)
Closely monitor relevant data parameters (key SLA metrics such as run-rate etc.) to ensure timely updation and data management of such parameters
Generate account level reports (billable and non-billable) on forecasting, scheduling (both onshore and offshore) and performance against SLAs, CSAT, Quality etc.
Develop and implement standardized MIS procedures across all business applications.
Review for quality assurance of all reports, dashboards, performance indicators to ensure accuracy and security of all reports at all times before sending it to client and or internal management
Address and prioritize ad-hoc report requirements
Ensure zero non-compliances on process audit on data security and compliance
Enhance and maintain tools and systems for efficient MIS generation and reporting system
Regularly monitor MIS tools and application and their performance to avoid unplanned outages and down times
Perform periodic maintenance and servicing of MIS tools and system to improve operational efficiency
Stay abreast of the trends, tools and systems available in the market for MIS generation to improve the quality of analysis
Recommend and implement new technology solutions to improve team/ employee productivity.
Review current processes for data gathering, analysis and reporting and suggest process improvements for increased team efficiency and cost effectiveness
Ensure efficient allocation of work and drive capability within team
Setup focused team resources to the respective client/ account basis expertise & experience
Ensure team KPIs are assigned & delivered with timeliness & accuracy keeping the end results in mind
Conduct training on MIS activities, tools, analytics and process knowledge to increase team expertise
Mentor/ guide the team on the resolution of escalations or issues from the clients and internal functions
Drive the focus of the team on quality and adherence to data security and compliance processes
Responsible for invoice management across clients/ accounts
Follow up or seek approval from management/ delivery to seek timely invoices as per contract
Timely submission of invoices to the client as defined in the MSA and SOW
Provide information required and resolve any invoicing issues raised by the client
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, MIS Leadership
Daily Interaction & Reporting, governance
Core Delivery Team & Operations (WFM, Delivery, Quality etc.)
Updation and management of data
Understanding & Generation of MIS Reports & Dashboards
Business Finance
Invoicing, MIS reports
Talent Transformation Team, Competency Group
Plan and support delivery of Technical Trainings, knowledge sharing
External
Clients/ Customers
To provide reports & dashboards as per the requirements from both 0n-offshore clients of Wipro
Display
Lists the competencies required to perform this role effectively:
Functional Competencies/ Skill
Domain Expertise – Knowledge of various tools and statistical analysis methodology- Excel, Running Macros, Report Generation, Dashboards, WFM, 1X, HAD tools – Master
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
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 recognised 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.
MIS Management and Reporting
Quality of Analysis
Zero errors in reports
Zero non-conformance on timelines with respect to the client/ stakeholder requirements
2.
Stakeholder Management
Customised dashboards as per client and functional requirements
Zero or planned outages
Zero escalations on data reporting
Resolution of escalations
Zero non-conformance on security or compliance requirements
3.
Team Management
Team attrition %, Employee satisfaction score
Geographic Information Systems(Maps)