Role Purpose
The purpose of the role is to ensure excellent customer service delivery of all technology solutions and products to clients, through effective project management, service metrics tracking, budget management, issue resolution, optimal resource allocation, and maintenance of a skilled team of all delivery resources for the client
Do
Oversee and manage service delivery by meeting all contractual/ SLA commitments
Contract compliance & adherence
Ensure all SLA parameters are met in the account
Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited
Monitor and review all projects in the account on various delivery parameters to ensure quality delivery as per budget and timelines
Ensure that the service credits, performance incentives, penalty and penalty waivers are incorporated in the invoices
Delivery governance across the accounts/projects
Lead delivery teams to understand customer goals and key performance metrics and their thresholds for each project
Ensure that the project performance parameters stay green for all accounts
Monitor and review delivery dashboards/ MIS across accounts to track progress, 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 and performance
Technical and/or Operational Issue Resolution
Manage and resolve complex project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage
Acts as an advisor to service delivery managers to meet schedules or resolve technical or operational problems on a daily basis
Acts as point of escalation for issues not resolvable by the service lines.
Escalate issues with financial implication on the account to Account Head and other senior stakeholders
Acts as an advisor to service line managers to meet schedules or resolve technical or operational problems
Resource Allocation & Retention
Ensure effective transition from the client with the well documented and clear process understanding along with the right manpower requirements with requisite skill and training to undertake delivery
Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery
Responsible for establishing, leading and maintaining a skilled team of all delivery resources for an account on a daily basis
Plan training batches to backfill client deliveries during crucial periods
Ensure retention by offering relevant trainings and certifications of all allocated resources
Ensure Process Excellence
Partner with the assigned black belt for the account on regular basis to get feedback on account performance
Prioritize and drive initiatives for continuous improvement to improve top line revenue and bottom line margins
Present the business case for such initiatives to the clients to get their buy-in if required
Drive and implement structured cadence around quality, both process and transactional.
Conduct periodic meetings with clients and delivery teams – daily status updates, service level requirement reviews, continuous improvement, change control and other informal meetings to share focus points, progress and successes.
Contribute to revenue and profitable growth by ensuring the agreed revenue targets are met and by identifying opportunities in the form of new and/or adjacent work in the assigned account
Ensure excellent service delivery of all products and solutions to achieve approved margin targets on assigned accounts and is targeted to improve account profitability.
Regularly monitors and reports on financial health of the account and remedies any financial misses or anomalies
Contribute to the revenue growth of the account by supporting the Account Head through new opportunity identification for deployment of new technology, growth solutions and services within the existing account/client
Recognizes business needs and determines if our portfolio offering may be an appropriate solution
Qualify and prioritize new opportunities in the funnel in the form of adjacent work in existing accounts
Serve as the primary relationship owner for an assigned group of top 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 and drive key Wipro initiatives and priorities in the account strategy such as Digital, Automation etc.
Set direction for the team, track progress against targets through regular cadence calls and course correct as required
Partner with the WFM, Hiring & HR team to ensure optimal resource allocation and maintenance of a ready skilled team of resources to avoid leakages and revenue loss
Develop, manage and leverage relationships in account to build customer centricity
Identify key stakeholders/ decision makers in client organization and develop and strengthen relationships with them
Interact and engage with the client leadership to communicate and update progress against account plan, project delivery etc.
Drive and attend Steering Committee meetings or Client Review meetings to regularly review project dashboards, discuss and resolve escalation points and course correct as required for high customer satisfaction and better quality of experience
Act as client advocate and work with internal departments to ensure that client needs are understood and satisfied
Liaise between the customer and internal teams
Drive Delivery Transformation through automation and innovation focus
Create and drive automation charter and related initiatives within account client (wherever applicable)
Drive deployment of automation led solutions and service improvements to deliver value added services to the clients
Build focus on and drive deployment of next generation hyper automation initiatives in coordination with Holmes team to enhance productivity, quality and speed of delivery
Lead, develop and drive new ways of working (EOT, Digital, Agile etc.) and its capabilities within the account to improve quality, delivery speed and productivity parameters
Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
Lead capability development initiatives to drive client specific certifications
Co-create capability enhancement programs with client for front line staff and supervisory level
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
Focus on helping people develop their careers in order to retain people in the 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 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
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 broad economic, demographic, technological and global trends in the ITES/BPO industry – Competent
Technical Knowledge – Knowledge of operational processes, quality certifications etc. in a BPO/ITES setup- Competent
Business Management – Knowledge of Deal structuring, revenue cycle and management, financial systems, P&L etc. – Competent
Systems Thinking – Understanding of the Wipro system (interrelatedness, interdependencies and boundaries) and perform problem solving in this complex system – Competent
Leveraging Technology – Knowledge of current and upcoming technology (automation, tools and systems) to build efficiencies and effectiveness in own function – 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 recognized within 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 attrition rate, DIDI penetration %
5.
Team Management
Team attrition %, Employee satisfaction score, gender diversity %, Training Hours, No of technical training completed
Coordinate business operations with all sites
Driving efficiency to exceed SLA & increasing revenue/fte
Developing ideas towards innovation and value added tools for driving efficiency
Excellent client communication
Identifying areas of cost efficiency
Strong leadership skills for driving excellence
Analytical & numerical skills
Decision making & problem solving with good insight on numbers
Experience in initiating and driving automation projects
Sound knowledge of systems, application, etc
Client Relationship Management
Facilitate Regular Audits to detect any compliance or contractual breaches and encourage continuous improvements
Ensure Risk assessment is conducted for the process at the start of Operations and on any major change taking place
Customer Service( Reservation)