Role Purpose

The purpose of the role is to provide timely, accurate and quality MIS reports, dashboards to the external & internal stakeholders of account(s) as per the defined process and standards of security and compliance.

Dosssss

Prepare timely and accurate MIS reports and dashboards as required by the stakeholders

Interact and work closely with management, internal stakeholders & clients to understand the business information needs

Ensuring all reports & dashboards are prepared as per stakeholder requirements as per the desired frequency (weekly/ monthly/ quarterly)

Ensure regular review with the MIS Team Lead for 100% accuracy before populating any customized dashboard or generating any customized report

Track and follow up with relevant stakeholder for timely updation and data management of parameters (key SLA metrics such as run- rate etc.)

Generate account level reports (billable and non-billable) on forecasting, scheduling (both onshore and offshore) and performance against SLAs, CSAT, Quality etc.

Ensure zero non-compliances on process audit on data security and compliance

Support and adopt tools and systems for efficient MIS generation and reporting system

Continuous support to the manager in rolling out new techniques and initiatives to increase productivity

Providing update to the manager on the progress of any new MIS initiatives

Perform periodic maintenance and servicing of MIS system to improve operational efficiency

Adopt new tools, technology solutions and develop capability through training to improve own productivity.

Develop analytical skills and understanding of statistical analysis to suggest improvement in the quality of analysis

Stakeholder management

Coordinate with internal and external stakeholders for collation and accuracy of data

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

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

SL Leadership, MIS Leadership

Daily Interaction & Reporting, governance

Core Delivery Team & Operations (WFM, Delivery, Quality etc.)

Updation and management of data

Understanding & Generation of MIS Reports & Dashboards

Business Finance

Invoicing, MIS reports

External

Assigned client/ account

To provide reports & dashboards as per the requirements

Display

Lists the competencies required to perform this role effectively:

• Functional Competencies/ Skill

Domain Expertise - Knowledge of various tools and statistical analysis methodology- Excel, Running Macros, Report Generation, Dashboards, WFM, 1X, HAD tools - Competent

Systems Thinking - Understanding of the Wipro system (interrelatedness, interdependencies and boundaries) and perform problem solving in a complex environment - Foundation

Leveraging Technology - In-depth knowledge of and mastery over technology domain that commands expert authority respect- Competent

Business Knowledge - Understand the DO&P process and workflow, key terms and performance and financial parameters - 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 recognised within the entire organization.

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

Deliver

No.

Performance Parameter

Measure

1.

MIS Management and Reporting

Quality of Analysis

Zero errors in reports

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

2.

Stakeholder Management

Customised dashboards as per client and functional requirements

Zero escalations on data reporting

Zero non-conformance on security or compliance requirements

3.

Team Management

Team attrition %, Employee satisfaction score

MIS (Ops)