Role Purpose
The purpose of the role is to provide timely, accurate and quality MIS reports, dashboards to the external & internal stakeholders of account(s) as per the defined process and standards of security and compliance.
Dosssss
Prepare timely and accurate MIS reports and dashboards as required by the stakeholders
Interact and work closely with management, internal stakeholders & clients to understand the business information needs
Ensuring all reports & dashboards are prepared as per stakeholder requirements as per the desired frequency (weekly/ monthly/ quarterly)
Ensure regular review with the MIS Team Lead for 100% accuracy before populating any customized dashboard or generating any customized report
Track and follow up with relevant stakeholder for timely updation and data management of parameters (key SLA metrics such as run- rate etc.)
Generate account level reports (billable and non-billable) on forecasting, scheduling (both onshore and offshore) and performance against SLAs, CSAT, Quality etc.
Ensure zero non-compliances on process audit on data security and compliance
Support and adopt tools and systems for efficient MIS generation and reporting system
Continuous support to the manager in rolling out new techniques and initiatives to increase productivity
Providing update to the manager on the progress of any new MIS initiatives
Perform periodic maintenance and servicing of MIS system to improve operational efficiency
Adopt new tools, technology solutions and develop capability through training to improve own productivity.
Develop analytical skills and understanding of statistical analysis to suggest improvement in the quality of analysis
Stakeholder management
Coordinate with internal and external stakeholders for collation and accuracy of data
Provide timely assistance in case of an escalation and support resolution of escaations/ issues
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
External
Assigned client/ account
To provide reports & dashboards as per the requirements
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 – Competent
Systems Thinking – Understanding of the Wipro system (interrelatedness, interdependencies and boundaries) and perform problem solving in a complex environment – Foundation
Leveraging Technology – In-depth knowledge of and mastery over technology domain that commands expert authority respect- Competent
Business Knowledge – Understand the DO&P process and workflow, key terms and performance and financial parameters – Competent
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
Analytical Skills
Execution Excellence
Managing Complexity
Handling Pressure
Client centricity
Passion for results
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 escalations on data reporting
Zero non-conformance on security or compliance requirements
3.
Team Management
Team attrition %, Employee satisfaction score
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