Role Purpose
The purpose of the role is to manage delivery of a project driving operations and delivery governance, ensuring right talent supply chain to optimize customer satisfaction and cost of delivery
Do
Delivery Management
Ensure seamless delivery of the projects
Deploy optimum project delivery structure post transition/ migration phase by evaluating the budget, costs, risks and staffing requirement
Create quarterly project charter with well-defined weekly project trajectory as per the project specifications & requirements and ensure 100% adherence in terms of schedule, quality, efforts and costs
Ensure 100% compliance to Project SLA’s, information security protocols and etc (all customer’s contractual obligations)
Monitor and take appropriate actions on internal and external audit findings to ensure no major non-compliance/ deviation from the SLA
Liaise between customer and internal technical delivery team to drive project health by adhering to organizational norms of project metrics
Drive various project related audits like quality, customer, ISO etc and ensure zero non-compliance
Conduct periodic cadence with the quality team to take proactive measures to resolves issues/ possible escalations
Conducts periodic cadence with Workforce Management Group (WMG) to ensure 100% fulfillment as per the program/ project requirement
Regularly audit quality (QA) status of delivery and engage QA team to ensure adherence to Quality Assurance standards and processes
Maintain project structure in Confluence & SAP in line with prevailing business requirements and norms
Ensure expected ramp down (ERD) compliance as committed in MSA
Client Relationship Management
Engage with client to deploy opportunities to deploy multiple solutions within/ across SLs to create a stronger value proposition for clients
Conduct regular customer connects (meetings/ visits/ video- conference) and participate in Management Review Meetings (MRM) with client management/engagement managers to understand customer’s current and future needs and seek feedback to improve delivery methodology/ timelines/ resource allocation
Identify and close early warnings on a project to avoid any customer escalations
Plan and conduct Quarterly Business Reviews (QBR) along with DM’s/ ADH with the client management/ leadership team to drive improvement actions and mine for a new portfolio/ opportunity within the account
Design and monitor project performance dashboards/ reports with the clients periodically
Delivery governance across the project
Create weekly/ monthly/ quarterly MIS and reports to monitor and track overall project
Conduct periodic reviews with the delivery team on operational, quality and fulfillment parameters and new idea generation & its implementation on existing projects
Identify and resolve potential risks or early warning signs on project delivery to drive for ZERO surprise escalations and eliminate any revenue leakage
Escalate any deviations from the project charter to the delivery managers in terms of schedule, effort, cost, infrastructure from the project charter and minimize process exceptions and such deviations from the actual project plan
Review and monitor revenue allocations/ realization to avoid OB revenue leakage
Provide inputs to delivery leadership team on overall delivery performance parameters (project heath, utilization, realization etc) at project/ program level during reviews highlighting any critical project escalations and potential risks
Operational Excellence
Automation Focus
Perform pareto analysis as per the no. of incidents received and accordingly identify automation opportunities and drive value adds across the project
Deploy next generation hyper automation and crowdsourcing initiatives in coordination with Holmes RO team to enhance productivity, quality and speed of delivery
Interact and engage with tools team to bring in new tools in the project to automate certain pointers/ elimination of any noise in the project
Innovation Focus
Brainstorm with the team to identify improvement opportunities and initiatives to further improve quality, delivery speed and productivity parameters
Drive value adds and BVMs; ensure management showcases them to customer in MRM & QBR to drive growth
Plan and conduct periodic idea campaigns to generate new solutions to the problems/ define better ways of working
Drive and deploy Knowledge Management and sharing
Contribute in internal knowledge sharing initiatives at Wipro by driving internal training sessions, best practices, learnings, value adds and BVMs and deploys best practices in various projects within own account
Deploy the Wipro’s knowledge management portal across the account and monitor & track trainings
Capability Development and Talent Pipeline Creation
Demand forecasting in line with business requirements
Anticipate attrition and ensure right talent supply chain to deliver the project
Spearhead quarterly demand forecasting and resource planning aligned to project requirements
Create and deploy a workplan to fulfil the required demand from all the talent channels including external (lateral, contractors etc) hiring in coordination with WMG/ CWMG and Talent Acquisition team
Anticipate new skills/ upcoming technologies required to deliver the project and ensure the team is trained or right talent is inducted into the project as per the skill requirements
Drive 100% compliance on trainings and upskilling requirements
Prioritize and identify essential and upcoming technical skills required across programs/ projects to facilitate and drive right supply chain
Drive towards 100% mandatory training compliance for the target population within an account
Plan and drive rotations for seed positions and ensure replacement plan to be arrived ahead of rotations
Quarterly connect with critical talent to understand their career aspirations and create their learning maps along with project managers and HRBP
Fresher engagement program
Ensure a stable arrangement and assimilation of rookie within accounts in coordination with competency group team (classroom trainings/ e-learning, certifications, on the job training etc)
Team Management
Resourcing
Forecast talent requirements as per the current and future business needs
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
Facilitate rewards and recognition to acknowledge the high performers in the team
Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
DM/ Program Manager
Delivery strategy and governance
Transition team
To ensure smooth project handover to the delivery team
Holmes RO and Tools team
Automation initiatives within an account
BU Quality Team/ Central Quality Team
To deploy central quality policy and framework
Legal and Compliance
For contract management
CWMG, WMG
For fulfilment and demand forecasting
Global Talent Acquisition, Global Campus Head
For recruitment and campus hiring
Talent Transformation Team, Competency Group
To deliver specific trainings, certification programmes
GIMS
For visa processing/ stamping
Internal audit team
Audit of various accounts as per compliance
HRBP
To drive HR engagement activities and resolve people related issues
Finance team (BU/ SL)
For COD calculation, payment/ invoice management
Procurement team
For contract management (MSA and SOW)
IMG team
To fulfil logistics requirement
FMG team
To fulfil ODC infrastructure/ IT requirements
TSG group
For recovery and containing the escalations
External
Customers
To drive business growth and relationship management
Vendors/ Partners/ OEM’s/ Contract Manufacturers
For resourcing/ contracting, trainings, technology platforms, equipments etc
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 IT industry – Competent
Systems Thinking – Understanding of the Wipro system (interrelatedness, interdependencies and boundaries) and perform problem solving in a complex environment – Competent
Leveraging Technology – Knowledge of current and upcoming technology (automation, tools and systems) to build efficiencies and effectiveness in own function/ Client organization – Competent
Program Management – Execute projects with end-outcome and process focus, along with understanding of delivery processes and its governance – Expert
Solution Focus – Apply design thinking to bring about new and novel solutions or changes in processes, products or the way business is conducted – Competent
Technical knowledge – knowledge of new upcoming skills in the market as per the future trends and bring in to Wipro for its deployment/ training the team – 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
Client centricity
Problem solving and decision making
Execution excellence and passion for results
Change agility
Passion for results
Nurturing people
Executive presence
Collaborative working
Deliver
No.
Performance Parameter
Measure
1.
Delivery Management – Client satisfaction
PCSAT, Brand score, no. of customer references, SDR/ QBR %, Pulse % satisfied (top 2 box), Zero surprise delivery escalation from the customer, adherence to project charter
2.
Delivery Management – operational efficiency
Contractual adherence %, Quality index, Utilization %, cost of delivery target, overdue indent, 100% SLA compliance, PEI % target, 100% usage of click to bill, % SAP loss for T&M projects
3.
Delivery Management – Financials
Revenue target achievement, Operating margin %, leakage from OB to revenue, revenue per employee, CR realization target, process exceptions to be minimized, bench cost % of total cost, underrun % target for FPP projects, effort saving through NG-1, NG-2 initiatives
5.
Capability Building
% attrition, critical talent attrition%, % trained on new age skills, % of team trained in necessary behavioural skills, diversity ratio, % localization targets by market, billable rookie ratio, rookie/NJNB assimilation TATs, offshore mix
6.
Team Management
Team attrition %, Employee satisfaction score
Project Management