Role Purpose

The purpose of the role is to liaison and bridging the gap between customer and Wipro delivery team to comprehend and analyze customer requirements and articulating aptly to delivery teams thereby, ensuring right solutioning to the customer.

Do

Customer requirements gathering and engagement

Interface and coordinate with client engagement partners to understand the RFP/ RFI requirements

Detail out scope documents, functional & non-functional requirements, features etc ensuring all stated and unstated customer needs are captured

Construct workflow charts and diagrams, studying system capabilities, writing specification after thorough research and analysis of customer requirements

Engage and interact with internal team - project managers, pre- sales team, tech leads, architects to design and formulate accurate and timely response to RFP/RFIs

Understand and communicate the financial and operational impact of any changes

Periodic cadence with customers to seek clarifications and feedback wrt solution proposed for a particular RFP/ RFI and accordingly instructing delivery team to make changes in the design

Empower the customers through demonstration and presentation of the proposed solution/ prototype

Maintain relationships with customers to optimize business integration and lead generation

Ensure ongoing reviews and feedback from customers to improve and deliver better value (services/ products) to the customers

Engage with delivery team to ensure right solution is proposed to the customer

Periodic cadence with delivery team to:

Provide them with customer feedback/ inputs on the proposed solution

Review the test cases to check 100% coverage of customer requirements

• Conduct root cause analysis to understand the proposed solution/ demo/ prototype before sharing it with the customer

Deploy and facilitate new change requests to cater to customer needs and requirements

Support QA team with periodic testing to ensure solutions meet the needs of businesses by giving timely inputs/feedback

Conduct Integration Testing and User Acceptance demo's testing to validate implemented solutions and ensure 100% success rate

• Use data modelling practices to analyze the findings and design, develop improvements and changes
• Ensure 100% utilization by studying systems capabilities and understanding business specifications

Stitch the entire response/ solution proposed to the RFP/ RFI before its presented to the customer

Support Project Manager/ Delivery Team in delivering the solution to the customer

Define and plan project milestones, phases and different elements involved in the project along with the principal consultant

Drive and challenge the presumptions of delivery teams on how will they successfully execute their plans

• Ensure Customer Satisfaction through quality deliverable on time

Build domain expertise and contribute to knowledge repository

Engage and interact with other BA's to share expertise and increase domain knowledge across the vertical

Write whitepapers/ research papers, point of views and share with the consulting community at large

• Identify and create used cases for a different project/ account that can be brought at Wipro level for business enhancements

Conduct market research for content and development to provide latest inputs into the projects thereby ensuring customer delight

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

Pre-sales team

For solutioning for an RFP/ client requirement

Principal Consultants

Governance and to discuss and drive business requirements and growth

Testing team/ QA

For quality checks and continuous analysis to ensure seamless delivery

Delivery team

For product solutioning and developing systems and processes

Client partners/ sales team

For any lead generation

External

Consulting Partners

Coordinating for consulting solutions and continuous support

Customers

To provide them with right solution and ensure customer satisfaction & engagement

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 - Expert
  • Leveraging Technology - Knowledge of current and upcoming technology (automation, tools and systems) to build efficiencies and facilitate the process of providing solutions for problems and opportunities - Competent
  • Process Excellence - Execute projects with end-outcome and process focus, along with understanding of end to end delivery processes and its governance - Competent
  • Documentation and research orientation - Ability to articulate the requirements apply & document them and perform market/ secondary research on the new upcoming areas of expertise - 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
  • Problem solving and decision making
  • Execution excellence and passion for results
  • Passion for results
  • Relationship Building
  • Teamwork
  • Managing complexity
  • Effective communication

Deliver

No.

Performance Parameter

Measure

1.

Customer Engagement and Delivery Management

PCSAT, utilization % achievement, no. of leads generated from the business interaction, no. of errors/ gaps in documenting customer requirements, feedback from project manager, process flow diagrams (quality and timeliness), % of deal solutioning completed within timeline, velocity generated,

2.

Knowledge Management

No. of whitepapers/ research papers written, no. of user stories created, % of proposal documentation completed and uploaded into knowledge repository, No of reusable components developed for proposal during quarter

Salesforce Platform Development