Job Description
Role Purpose
- Lead consulting assignments and deliver business value to the customers through quality initiatives.
- Support process excellence initiatives and drive improvement projects in a complex and fast paced environment.
- Drive benchmarking and best practices deployment across accounts.
- Identifying process gaps & improvement opportunities to infuse efficiency and effectiveness into business processes.
- Understand potential customer dis-satisfaction drivers and proactively mitigate any CSAT risks.
- Work closely with customers and operations leadership team to identify improvement opportunities and drive them to closure.
- Drive projects to improve and maintain the profitability of the process.
- Leading and ensuring governance for Quality/ Process Excellence initiatives for Large Engagements.
- Drive a culture of process improvement using tools like Six Sigma, Lean and Kaizen.
- Drive standardization practices and ensure strict compliance in internal and client defined processes.
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Ensure all process metrics are met
.
- 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 â€" 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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