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
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- Ensure a deep enough understanding of clients? individual experiences to head off potential issues before they become problems
- Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines
- Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags
- Forecast and track key account metrics
- Drive the focus of the team on quality and adherence to contract compliance processes
- Optimize manpower and minimize leakages by working closely with delivery head
- Manage team attrition
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
Lead the Focus in the Media and Communication stream of Business for BPS Work as Market Maker for the Vertical to ensure we grow the business in that vertical Work cross functionally with the Wipro teams to ensure good representations of Wipro at meetings Planning and forecasting of manpower requirements based on inputs received Monitoring and analyzing the current system of production or provision to check it's effective, and working out a strategy for improving if necessary. By managing day-to-day activities, analyzing statistics and reading and writing reports, operations managers play a vital role in any company. Operations managers also have to do a lot of liaising with other team members, Generic understanding of Quality processes and procedures • Exposure to US Culture & extensive interaction with International customers is preferable • Very high Execution quotient - ability to 'close-the-loop' on tasks • Ability to influence group with best practices & good work ethics - ideal role model • Ability to think strategically & translate strategy into action plans • Strong analytical skills with an ability to solve a problem with a win-win approach • Fosters teamwork - ability to lead people on internal & multi-functional efforts
Prod Quality &Complaint Mgt.(Med Device)