Role Purpose
The purpose of the role is to manage delivery within an account by driving various projects, operations and delivery governance, ensuring right talent supply chain to optimize customer satisfaction and cost of delivery
Do
- Ensure 100% adherence to Program and Project charter in terms of schedule, quality, efforts and costs
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- 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
- Ensure expected ramp down (ERD) compliance as committed in MSA
- Identify and close early warnings on a project to avoid any customer escalations
- Identify and resolve potential risks or early warning signs on project delivery to drive for ZERO surprise escalations and eliminate any revenue leakage
- Provide inputs to delivery leadership team on overall delivery performance parameters (project heath, utilization, realization etc) at an account level during reviews highlighting any critical project escalations and potential risks
- Plan for periodic idea campaign at account level and share the top ideas with customer during MRM / QBR
- 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 towards 100% mandatory training compliance for the target population within an account
- Manage team attrition
Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
ADH
Delivery strategy and governance
Global Client Partner, Client Partner
Support sales in solutioning and project delivery estimation
Holmes RO
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
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
Workforce transformation team
For multi-skilling of identified resources
Pre-sales team
For solutioning for an RFP/ client requirement
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)
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 - Expert
- Program Management - Execute projects with end-outcome and process focus, along with understanding of delivery processes and its governance - Competent
- Solution Focus - Apply design thinking to bring about new and novel solutions or changes in processes, products or the way business is conducted - 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 and ACSAT score, Brand score, no. of customer references, SDR/ QBR %, Pulse % satisfied (top 2 box), Zero surprise delivery escalation from the customer
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
Delivery Management