Role Purpose
The purpose of the role is to ensure excellent customer servicedelivery of all technology solutions and products to clients, througheffective project management, service metrics tracking, budgetmanagement, issue resolution, optimal resource allocation, andmaintenance of a skilled team of all delivery resources for the client
Do
Oversee and manage service delivery by meeting allcontractual/ SLA commitments
Contract compliance & adherence
Ensure all SLA parameters are met in the account
Review and drive appropriate actions/ systemic changes on internaland external audit findings to ensure no major non-compliances are cited
Monitor and review all projects in the account on various deliveryparameters to ensure quality delivery as per budget and timelines
Ensure that the service credits, performance incentives, penalty andpenalty waivers are incorporated in the invoices
Delivery governance across the accounts/projects
Lead delivery teams to understand customer goals and key performancemetrics and their thresholds for each project
Ensure that the project performance parameters stay green for allaccounts
Monitor and review delivery dashboards/ MIS across accounts to trackprogress, forecast performance and identify potential red flags
Participate and share account performance across operational,quality and fulfillment parameters with internal/external stakeholders& senior leadership
Ensure regular invoicing as per the contract terms and condition andperformance
Technical and/or Operational Issue Resolution
Manage and resolve complex project escalations, potential risks orearly warning signs on project delivery to eliminate any revenue leakage
Acts as an advisor to service delivery managers to meet schedules orresolve technical or operational problems on a daily basis
Acts as point of escalation for issues not resolvable by the servicelines.
Escalate issues with financial implication on the account to AccountHead and other senior stakeholders
Acts as an advisor to service line managers to meet schedules orresolve technical or operational problems
Resource Allocation & Retention
Ensure effective transition from the client with the well documentedand clear process understanding along with the right manpowerrequirements with requisite skill and training to undertake delivery
Review and monitor resource planning and fulfillment in line withaccount requirements and costs of delivery
Responsible for establishing, leading and maintaining a skilled teamof all delivery resources for an account on a daily basis
Plan training batches to backfill client deliveries during crucialperiods
Ensure retention by offering relevant trainings and certificationsof all allocated resources
Ensure Process Excellence
Partner with the assigned black belt for the account on regularbasis to get feedback on account performance
Prioritize and drive initiatives for continuous improvement toimprove top line revenue and bottom line margins
Present the business case for such initiatives to the clients to gettheir buy-in if required
Drive and implement structured cadence around quality, both processand transactional.
Conduct periodic meetings with clients and delivery teams –daily status updates, service level requirement reviews, continuousimprovement, change control and other informal meetings to share focuspoints, progress and successes.
Contribute to revenue and profitable growth by ensuring theagreed revenue targets are met and by identifying opportunities in theform of new and/or adjacent work in the assigned account
Ensure excellent service delivery of all products and solutionsto achieve approved margin targets on assigned accounts and is targetedto improve account profitability.
Regularly monitors and reports on financial health of theaccount and remedies any financial misses or anomalies
Contribute to the revenue growth of the account by supportingthe Account Head through new opportunity identification for deploymentof new technology, growth solutions and services within the existingaccount/client
Recognizes business needs and determines if our portfoliooffering may be an appropriate solution
Qualify and prioritize new opportunities in the funnel in theform of adjacent work in existing accounts
Serve as the primary relationship owner for an assigned group oftop tier client accounts with responsibility for retention and growth
Prepare implementation plans and ensure efficient client on-boarding; present content strategy and annual delivery plan
Partner with the process excellence team to incorporate anddrive key Wipro initiatives and priorities in the account strategy suchas Digital, Automation etc.
Set direction for the team, track progress against targetsthrough regular cadence calls and course correct as required
Partner with the WFM, Hiring & HR team to ensure optimalresource allocation and maintenance of a ready skilled team of resourcesto avoid leakages and revenue loss
Develop, manage and leverage relationships in account tobuild customer centricity
Identify key stakeholders/ decision makers in clientorganization and develop and strengthen relationships with them
Interact and engage with the client leadership to communicateand update progress against account plan, project delivery etc.
Drive and attend Steering Committee meetings or Client Reviewmeetings to regularly review project dashboards, discuss and resolveescalation points and course correct as required for high customersatisfaction and better quality of experience
Act as client advocate and work with internal departments toensure that client needs are understood and satisfied
Liaise between the customer and internal teams
Drive Delivery Transformation through automation andinnovation focus
Create and drive automation charter and related initiativeswithin account client (wherever applicable)
Drive deployment of automation led solutions and serviceimprovements to deliver value added services to the clients
Build focus on and drive deployment of next generation hyperautomation initiatives in coordination with Holmes team to enhanceproductivity, quality and speed of delivery
Lead, develop and drive new ways of working (EOT, Digital, Agileetc.) and its capabilities within the account to improve quality,delivery speed and productivity parameters
Build people capability to ensure operational excellence andmaintain superior customer service levels of the existing account/client
Lead capability development initiatives to drive client specificcertifications
Co-create capability enhancement programs with client for frontline staff and supervisory level
Ensure customer-dedicated (as a result of change inprocess/tool), guaranteed trainings are conducted for the employees inthe areas of skill development, soft skill and leadership training
Focus on helpingpeople develop their careers in order to retain people inthe account and reduce turnover
Team Management
Resourcing
Hire adequate and right resources for the team
Talent Management
Ensure adequate onboarding and training for the team members toenhance capability & effectiveness
Build an internal talent pool and ensure their career progressionwithin the organization
Manage team attrition
Drive diversity in leadership positions
Performance Management
Set goals for the team, conduct timely performance reviews andprovide 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 buildengagement within the team
Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
SL Leadership
Strategy and governance
Wipro Vertical/BU Team/ GCP
Client relationship
DO&P Sales & Pre-Sales Team (Hunting/ Farming)
Client delivery during transition to steady state execution
Digital, EOT, Holmes
Transformation opportunities, process improvements etc.
HR
Hiring and employee engagement and retention
IMG, FMG
Team management
Training Team
Capability development
Business Finance Team
Deal pricing, invoicing etc.
Central Staffing Team (CST/WFM)
Manpower planning, shift planning as per workload etc.
BFM, MIS
Invoicing, financial performance etc.
RMAC
Risk audits and certifications
IT
Systems and platforms
Quality
Process improvements
External
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 ITES/BPOindustry – Competent
Technical Knowledge – Knowledge of operational processes,quality certifications etc. in a BPO/ITES setup– Competent
Business Management – Knowledge of Deal structuring, revenuecycle and management, financial systems, P&L etc. – Competent
Systems Thinking – Understanding of the Wipro system(interrelatedness, interdependencies and boundaries) and perform problemsolving in this complex system – Competent
Leveraging Technology – Knowledge of current and upcomingtechnology (automation, tools and systems) to build efficiencies andeffectiveness in own function – Competent
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 recognizedwithin the entire organization.
Behavioral Competencies
Influencing
Business acumen
Collaborative working
Problem solving and decision making
Execution Excellence
Stakeholder Management
Client (Internal) Centricity
Effective Communication
People Management
Deliver
No.
Performance Parameter
Measure
1.
Financials
Revenue and OB target achievement – Farming, Operating margin%, leakage from OB to revenue, quality of OB
2.
Customer
NPS, PCSAT and ACSAT score, Stay Green parameters, Pulse score,Customer complaints – received, time-to-closure, Brand score, no.of customer references, Win Lose Ratio
3.
Delivery Transformation
Productivity Improvement, Loss of revenue due to delivery issues,governance and compliance to risk management frameworks
4.
Account Management
New solutions added, Customer wallet share growth, Customer attritionrate, DIDI penetration %
5.
Team Management
Team attrition %, Employee satisfaction score, gender diversity %,Training Hours, No of technical training completed
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