Role Purpose
The purpose of the role is to manage delivery of a project driving operations and delivery governance, ensuring right talent supply chain to optimize customer satisfaction and cost of delivery
Do
- Ensure 100% compliance to Project SLA's, information security protocols and etc (all customer's contractual obligations)
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- Conduct periodic cadence with the quality team to take proactive measures to resolves issues/ possible escalations
- Conducts periodic cadence with Workforce Management Group (WMG) to ensure 100% fulfillment as per the program/ project requirement
- Identify and close early warnings on a project to avoid any customer escalations
- Identify and resolve potential risks or early warning signs on project delivery to drive for ZERO surprise escalations and eliminate any revenue leakage
- Interact and engage with tools team to bring in new tools in the project to automate certain pointers/ elimination of any noise in the project
- Plan and conduct periodic idea campaigns to generate new solutions to the problems/ define better ways of working
- Create and deploy a workplan to fulfil the required demand from all the talent channels including external (lateral, contractors etc) hiring in coordination with WMG/ CWMG and Talent Acquisition team
- Plan and drive rotations for seed positions and ensure replacement plan to be arrived ahead of rotations
- Manage team attrition
- Facilitate rewards and recognition to acknowledge the high performers in the team
Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
DM/ Program Manager
Delivery strategy and governance
Transition team
To ensure smooth project handover to the delivery team
Holmes RO and Tools team
Automation initiatives within an account
BU Quality Team/ Central Quality Team
To deploy central quality policy and framework
Legal and Compliance
For contract management
CWMG, WMG
For fulfilment and demand forecasting
Global Talent Acquisition, Global Campus Head
For recruitment and campus hiring
Talent Transformation Team, Competency Group
To deliver specific trainings, certification programmes
GIMS
For visa processing/ stamping
Internal audit team
Audit of various accounts as per compliance
HRBP
To drive HR engagement activities and resolve people related issues
Finance team (BU/ SL)
For COD calculation, payment/ invoice management
Procurement team
For contract management (MSA and SOW)
IMG team
To fulfil logistics requirement
FMG team
To fulfil ODC infrastructure/ IT requirements
TSG group
For recovery and containing the escalations
External
Customers
To drive business growth and relationship management
Vendors/ Partners/ OEM's/ Contract Manufacturers
For resourcing/ contracting, trainings, technology platforms, equipments etc
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 IT industry - Competent
- Systems Thinking - Understanding of the Wipro system (interrelatedness, interdependencies and boundaries) and perform problem solving in a complex environment - Competent
- Leveraging Technology - Knowledge of current and upcoming technology (automation, tools and systems) to build efficiencies and effectiveness in own function/ Client organization - Competent
- Program Management - Execute projects with end-outcome and process focus, along with understanding of delivery processes and its governance - Expert
- Solution Focus - Apply design thinking to bring about new and novel solutions or changes in processes, products or the way business is conducted - Competent
- Technical knowledge - knowledge of new upcoming skills in the market as per the future trends and bring in to Wipro for its deployment/ training the team - 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 recognised within the entire organization.
- Behavioral Competencies
- Client centricity
- Problem solving and decision making
- Execution excellence and passion for results
- Change agility
- Passion for results
- Nurturing people
- Executive presence
- Collaborative working
Deliver
No.
Performance Parameter
Measure
1.
Delivery Management - Client satisfaction
PCSAT, Brand score, no. of customer references, SDR/ QBR %, Pulse % satisfied (top 2 box), Zero surprise delivery escalation from the customer, adherence to project charter
2.
Delivery Management - operational efficiency
Contractual adherence %, Quality index, Utilization %, cost of delivery target, overdue indent, 100% SLA compliance, PEI % target, 100% usage of click to bill, % SAP loss for T&M projects
3.
Delivery Management - Financials
Revenue target achievement, Operating margin %, leakage from OB to revenue, revenue per employee, CR realization target, process exceptions to be minimized, bench cost % of total cost, underrun % target for FPP projects, effort saving through NG-1, NG-2 initiatives
5.
Capability Building
% attrition, critical talent attrition%, % trained on new age skills, % of team trained in necessary behavioural skills, diversity ratio, % localization targets by market, billable rookie ratio, rookie/NJNB assimilation TATs, offshore mix
6.
Team Management
Team attrition %, Employee satisfaction score
Project Management