Role Purpose

The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account.

Do

Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms

Strategy Planning with Senior Stakeholders

Collaborate with leaders to provide strategic and operational plans associated with the account

Plan the strategy for the coming years by identifying new geographies for alternate revenue streams

• Ensure a deep enough understanding of clients' individual experiences to head off potential issues before they become problems

Contract compliance & adherence

Ensure all SLA parameters are met in the account and maintain a green card at all times

Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited

• Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines

Delivery governance in the account

Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project

Ensure a green card for all accounts in terms of performance and quality

• Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags

Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders

Lead and manage project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage

Ensure regular invoicing as per the contract terms and condition

• Forecast and track key account metrics

Invoicing

Timely submission of invoices to the client as defined in the SOW

Provide information required and resolve any invoicing issues raised by the clien t

Collect and analyze statistics (costs, customer service metrics etc.)

Assume responsibility of budgeting and tracking expenses

Ensure outstanding performance against key metrics mentioned in the agreement

Regular cadence around contract compliance

Evaluate performance with key metrics (accuracy, customer service metrics etc.)

Set direction for the team, track progress against targets through regular cadence calls and course correct as require

• Drive the focus of the team on quality and adherence to contract compliance processes

Drive and implement structured cadence around quality, both process and transactional

Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed

Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc.

Resource Allocation & Retention

Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)

Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery

• Optimize manpower and minimize leakages by working closely with delivery head

Ensure retention by offering relevant trainings and certifications of all allocated resources

Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team

Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects

Build people capability to ensure superior customer service levels of the existing account/client

Develop Capability within service line and products as per account requirements

Lead capability development initiatives to drive client specific certifications

Co-create capability enhancement programs with client for front line staff and supervisory level

Work with the Training and HR team to build and review training calendar

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

Ensure team KPIs are assigned & delivered with timeliness & accuracy keeping the end results in mind

Partner with HR and Training teams to build training programs for front line staff/engineers and the supervisory level

Focus on helping people develop their careers in order to retain people in the account and reduce turnover

Stakeholder Interaction & Management

Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts

Interact and engage with the client leadership to communicate and update progress against account plan, project delivery etc.

Connect with senior leadership monthly on updating on the progress on a particular account

Conduct monthly client connects to get feedback from client on the services provided as well as update the clients on the progress on the account

Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed

Participate in monthly review meetings with WIPRO leadership updating them on the status and progress of each account

Work with quality team to ensure the current business is as per the delivery standards of the contract

Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed, future planning in case of ramp ups etc.

Provide timely assistance in case of an escalation and support resolution of escalations/ issues

Effective 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

Monthly Interaction & Reporting, Strategy and governance

WFM

Manpower planning, shift planning as per workload etc.

Delivery Lead

Cadence around margins and revenues

Quality

Quality assurance and contract compliance, Process improvements

Transition Team

Handover process

Business Finance

Revenue/ OB booking, business planning, etc.

RMAC

Risk compliance

HR

Hiring and employee engagement and retention etc.

IT

Systems and platforms

Talent Transformation Team, Competency Group

Plan and support delivery of Technical Trainings, knowledge sharing

External

Clients/ Customers

Client connect to give updates and get feedback on the process. Fix any deviations

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 - Expert
  • Technical Knowledge - Knowledge of operational processes, quality certifications etc. in a BPO/ITES setup- Expert
  • Project Management - Knowledge of project management and hands on experience in Agile methodology - 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 recognized within the entire organization.

• Behavioral Competencies
  • Project Management Skills
  • Analytical Skills
  • Execution Excellence
  • Managing Complexity
  • Handling Pressure
  • Client centricity
  • Passion for results
  • Nurturing people
  • Stakeholder Management

Deliver

No.

Performance Parameter

Measure

1.

Process & Performance

Zero non-conformance on timelines with respect to the client/ stakeholder requirements

Green card

%Metrics met

%deviations

2.

Client Management

CSAT

Zero escalations on delivery

Resolution of escalations

Zero non-conformance on security or compliance requirements

3.

Team Management

Team attrition %, Employee satisfaction score, %technical trainings, %general trainings

L&P Policy Acquisition & Servicing