Role Purpose
The purpose of the role is to liaison and bridging the gapbetween customer and Wipro delivery team to comprehend and analyzecustomer requirements and articulating aptly to delivery teams thereby,ensuring right solutioning to the customer.
Do
Customer requirements gathering and engagement
Interface and coordinate with client engagement partners tounderstand the RFP/ RFI requirements
Detail out scope documents, functional & non-functionalrequirements, features etc ensuring all stated and unstated customerneeds are captured
Construct workflow charts and diagrams, studying systemcapabilities, writing specification after thorough research and analysisof customer requirements
Engage and interact with internal team – project managers, pre-sales team, tech leads, architects to design and formulate accurate andtimely response to RFP/RFIs
Understand and communicate the financial and operational impactof any changes
Periodic cadence with customers to seek clarifications andfeedback wrt solution proposed for a particular RFP/ RFI and accordinglyinstructing delivery team to make changes in the design
Empower the customers through demonstration and presentation ofthe proposed solution/ prototype
Maintain relationships with customers to optimize businessintegration and lead generation
Ensure ongoing reviews and feedback from customers to improveand deliver better value (services/ products) to the customers
Engage with delivery team to ensure right solution isproposed to the customer
Periodic cadence with delivery team to:
Provide them with customer feedback/ inputs on the proposed solution
Review the test cases to check 100% coverage of customerrequirements
Conduct root cause analysis to understand the proposed solution/demo/ prototype before sharing it with the customer
Deploy and facilitate new change requests to cater to customer needsand requirements
Support QA team with periodic testing to ensure solutions meet theneeds of businesses by giving timely inputs/feedback
Conduct Integration Testing and User Acceptance demo’s testingto validate implemented solutions and ensure 100% success rate
Use data modelling practices to analyze the findings and design,develop improvements and changes
Ensure 100% utilization by studying systems capabilities andunderstanding business specifications
Stitch the entire response/ solution proposed to the RFP/ RFI beforeits presented to the customer
Support Project Manager/ Delivery Team in delivering thesolution to the customer
Define and plan project milestones, phases and different elementsinvolved in the project along with the principal consultant
Drive and challenge the presumptions of delivery teams on how willthey successfully execute their plans
Ensure Customer Satisfaction through quality deliverable on time
Build domain expertise and contribute to knowledgerepository
Engage and interact with other BA’s to share expertise andincrease domain knowledge across the vertical
Write whitepapers/ research papers, point of views and share withthe consulting community at large
Identify and create used cases for a different project/ account thatcan be brought at Wipro level for business enhancements
Conduct market research for content and development to providelatest inputs into the projects thereby ensuring customer delight
Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
Pre-sales team
For solutioning for an RFP/ client requirement
Principal Consultants
Governance and to discuss and drive business requirements andgrowth
Testing team/ QA
For quality checks and continuous analysis to ensure seamlessdelivery
Delivery team
For product solutioning and developing systems and processes
Client partners/ sales team
For any lead generation
External
Consulting Partners
Coordinating for consulting solutions and continuous support
Customers
To provide them with right solution and ensure customersatisfaction & engagement
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 ITindustry – Expert
Leveraging Technology – Knowledge of current and upcomingtechnology (automation, tools and systems) to build efficienciesand facilitate the process of providing solutions for problems andopportunities – Competent
Process Excellence – Execute projects with end-outcome andprocess focus, along with understanding of end to end delivery processesand its governance – Competent
Documentation and research orientation – Ability to articulatethe requirements apply & document them and perform market/ secondaryresearch on the new upcoming areas of expertise – 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 competency withoutguidance. Extends the competency to difficult and unknown situations aswell.
Expert
Applies the competency in all situations and is serves as a guide toothers as well.
Master
Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognisedwithin the entire organization.
Behavioral Competencies
Problem solving and decision making
Execution excellence and passion for results
Passion for results
Relationship Building
Teamwork
Managing complexity
Effective communication
Deliver
No.
Performance Parameter
Measure
1.
Customer Engagement and Delivery Management
PCSAT, utilization % achievement, no. of leads generated from thebusiness interaction, no. of errors/ gaps in documenting customerrequirements, feedback from project manager, process flow diagrams(quality and timeliness), % of deal solutioning completed withintimeline, velocity generated,
2.
Knowledge Management
No. of whitepapers/ research papers written, no. of user storiescreated, % of proposal documentation completed and uploaded intoknowledge repository, No of reusable components developed forproposal during quarter
Customer Service(Product&Service)