Job Description

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Role Purpose

The purpose of the role is to drive and improve delivery for mega-gamma/ key growth accounts by providing innovative solutions through automation and next generation technologies, ensuring right talent supply chain to enhance customer satisfaction and lead organic growth.

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Do

Delivery Management

+ Ensure seamless delivery of projects in a Mega - Gamma/ Key Growth Account
- Drive and deploy account/ project delivery structure by evaluating the budget, costs, risks and staffing requirement
- Ensure 100% compliance to Project SLA's, information security protocols etc (all customer's contractual obligations)
- Monitor and take appropriate actions on internal and external audit findings to ensure no major non-compliance/ deviation from the SLA
- Ensure adherence to program/ project charter in terms of schedule, quality, efforts and cost
- Drive account health across projects by conducting 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 account/ project requirement
- Regularly audit quality (QA) status of delivery and engage QA team to ensure adherence to Quality Assurance standards and processes
- Collaborate and influence internal key stakeholders to ensure fulfillment, technology support and flawless delivery of projects

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Client Relationship Management + Engage with client to opportunities to deploy multiple solutions within/ across SLs to create a stronger value proposition for clients and enhance share of business
+ Conduct regular customer connects (meetings/ visits/ video-conference) and Management Review Meetings (MRM) with client management/engagement managers to understand customer's current and future needs and seek feedback to improve delivery methodology/ timelines/ resource allocation
+ Identify and close early warnings on a project to avoid any customer escalations
+ Plan and conduct Quarterly Business Reviews (QBR) with the client management/ leadership team to drive improvement actions and mine for a new portfolio/ opportunity within the account
+ Design, monitor and share account performance dashboards/ reports with the clients periodically
+ Drive delivery transformation with client engagement managers to adapt to new delivery models and instill new ways of working in customer organization
+ Share Wipro's capability and initiatives that may support/ fulfill customer's needs
Delivery governance across the accounts/ projects + Review MIS and reports to monitor and track overall project/ account delivery management
+ Conduct periodic reviews with the team (DM's/PM's) on operational, quality and fulfillment parameters and new idea generation & its implementation on existing projects
+ Resolve project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage
+ Review and monitor revenue allocations/ realization to avoid OB revenue leakage
+ Provide inputs to delivery leadership team on overall delivery performance parameters (project heath, utilization, realization etc) at an account level during reviews highlighting any critical project escalations and potential risks

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Enable revenue growth of an account within a vertical

+ Identify opportunities for deployment of new technology, growth solutions and services in the account by bringing SL practices/ other capabilities for client solutioning
+ Engage with existing customers to identify new business opportunities and increase the existing portfolio for an account by providing relevant solutions in order to increase delivery driven revenue
+ Support pre-sales team to create and propose relevant solutions to the customer requirements/ request for proposals for a project in an account
+ Support sales team with acquisition and traction of new deals by understanding the customer needs thereby ensuring higher conversion rate

Operational Excellence

+ Automation Focus
- Drive automation charter and related initiatives in an account
- Develop, drive and deploy automation led solutions and service improvements to deliver value added services to the customers thereby driving customer's business forward
- Deploy next generation hyper automation and crowdsourcing initiatives in coordination with Holmes RO team to enhance productivity, quality and speed of delivery
+ Innovation Focus
- Deploy new ways of working (Agile, DevOps etc) on the projects to improve quality, delivery speed and productivity parameters
- Drive value adds and BVMs; showcase them to customer in MRM & QBR to drive growth
- Plan for periodic idea campaign at account level and share the top ideas with customer during MRM / QBR
+ Drive and deploy Knowledge Management across the account
- Contribute in internal knowledge sharing initiatives at Wipro by driving internal training sessions, best practices, learnings, value adds and BVMs and deploys best practices in various projects within an account
- Deploy the Wipro's knowledge management portal across the account and monitor & track trainings

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Capability Development and Talent Pipeline Creation

+ Demand forecasting in line with business requirements
- Spearhead quarterly demand forecasting and resource planning aligned to requirements of the account/ projects
- 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
+ Lead upskilling initiatives across the account
- Prioritize and identify essential skills required across accounts/ projects to facilitate and drive right supply chain across the account
- Partner with competency group and talent transformation team to drive upskilling initiatives within an account
- Support workforce transformation team to identify and deploy multi-skilling upgradation model for all account employees
- Drive towards 100% mandatory training compliance for the target population within an account
- Plan and drive rotations for seed positions and ensure replacement plan to be arrived ahead of rotations
- Quarterly connect with critical talent to understand their aspirations and create their learning maps along with project managers and HRBP
+ Fresher engagement program
- Ensure a stable arrangement and assimilation of rookie within an account in coordination with competency group team (classroom trainings/ e-learning, certifications, on the job training etc)