Role Purpose
The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account.
Do
Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms
Strategy Planning with Senior Stakeholders
Collaborate with leaders to provide strategic and operational plans associated with the account
Plan the strategy for the coming years by identifying new geographies for alternate revenue streams
Ensure a deep enough understanding of clients’ individual experiences to head off potential issues before they become problems
Contract compliance & adherence
Ensure all SLA parameters are met in the account and maintain a green card at all times
Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited
Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines
Delivery governance in the account
Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project
Ensure a green card for all accounts in terms of performance and quality
Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags
Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders
Lead and manage project escalations, potential risks or early warning 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 raised by the client
Collect and analyze statistics (costs, customer service metrics etc.)
Assume responsibility of budgeting and tracking expenses
Ensure outstanding performance against key metrics mentioned in the agreement
Regular cadence around contract compliance
Evaluate performance with key metrics (accuracy, customer service metrics etc.)
Set direction for the team, track progress against targets through regular cadence calls and course correct as require
Drive the focus of the team on quality and adherence to contract compliance processes
Drive and implement structured cadence around quality, both process and transactional
Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed
Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc.
Resource Allocation & Retention
Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery
Optimize manpower and minimize leakages by working closely with delivery head
Ensure retention by offering relevant trainings and certifications of all allocated resources
Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team
Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects
Build people capability to ensure superior customer service levels of the existing account/client
Develop Capability within service line and products as per account requirements
Lead capability development initiatives to drive client specific certifications
Co-create capability enhancement programs with client for front line staff and supervisory level
Work with the Training and HR team to build and review training calendar
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
Ensure team KPIs are assigned & delivered with timeliness & accuracy keeping the end results in mind
Partner with HR and Training teams to build training programs for front line staff/engineers and the supervisory level
Focus on helping people develop their careers in order to retain people in the account and reduce turnover
Stakeholder Interaction & Management
Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts
Interact and engage with the client leadership to communicate and update progress against account plan, project delivery etc.
Connect with senior leadership monthly on updating on the progress on a particular account
Conduct monthly client connects to get feedback from client on the services provided as well as update the clients on the progress on the account
Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed
Participate in monthly review meetings with WIPRO leadership updating them on the status and progress of each account
Work with quality team to ensure the current business is as per the delivery standards of the contract
Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed, future planning in case of ramp ups etc.
Provide timely assistance in case of an escalation and support resolution 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 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
Monthly Interaction & Reporting, Strategy and governance
WFM
Manpower planning, shift planning as per workload etc.
Delivery Lead
Cadence around margins and revenues
Quality
Quality assurance and contract compliance, Process improvements
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, knowledge sharing
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 broad economic, demographic, technological and global trends in the ITES/BPO industry – Expert
Technical Knowledge – Knowledge of operational processes, quality certifications etc. in a BPO/ITES setup- Expert
Project Management – Knowledge of project management and hands on experience in Agile methodology – 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 recognized 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
Green card
%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, %technical trainings, %general trainings
Record to Report – DOP