Job Description
Role Purpose
The purpose of this role is to ensure that all the SLAs/ efficiency commitments are met through process design, process assurance as well as driving a quality culture within the accounts.
Do
- Process design and Process assurance to ensure all commitments are met as per the SLA with the client
- Contribute on key factors and inputs for RFPs to ensure appropriate and reasonable commitments are made to the client
- Conduct Transition audits as per transition phases
- Design new processes to ensure that they are aligned to the SLA
- Ensure quality and process maps are in place
- Conduct audits for assigned accounts and ensure proper documentation to keep the account ready for any external audit
- Highlight any SLA or people related risks
- Conduct Root Cause Analysis (RCA) to identify issues and improvement opportunities
- Execute various initiatives along with tool interventions to ensure efficiency commitments are delivered as per contract
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- Drive quality culture within the accounts
- Provide training to the account teams on the floor on Lean and Six Sigma so that they can deploy them to improve efficiency
- Lead initiatives such as Pragati program to motivate account teams to do small and incremental improvements
- Conduct preassessment and assessment for any RPA initiative within DOP or for an external client
- Drive Lean and Six Sigma projects and track tangible and intangible benefits under Business Value Meter (BVM) and highlight it to the clients
- Thought Leadership
- Publish papers and undertake speaking assignments to showcase Wipro capability
- Present projects for various Quality awards related to RPA, Innovation, Six Sigma, Lean etc.
- Build networks and connects with the industry bodies to know the best practices and showcase Wipro DOP
Deliver
No
Performance Parameter
Measure
1
Customer centricity
CSAT, NPS, EWS for Risks, No escalations
2
Delivery
CPMs are met
3
Continuous Improvements
BVM - tangible annual realized revenue
4
Consulting
Billable/ non-billable RPA, feasibility for automation %, application for automation
5
Thought Leadership
Papers published, speaking assignments undertaken
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