Job Description

:

The purpose of this role is to lead and deploy the quality agenda by driving internal and operation quality initiatives, tech and process assurance as well as client advocacy

• Drive the strategy of the function in alignment with the overall Quality agenda of Wipro
• Understand the customer requirements and needs, stated in contract and unstated through client connects, surveys, QBRs and MBRs
• Gather market intelligence through interaction with advisors and academia and review trends in the industry and their impact on required quality norms and certifications and/or regulatory changes (eg. Studies the impact of RPA in 2015)
• Synthesize the above inputs to build and prioritize quality and assurance processes across the verticals and geographies for process standardization and incorporation of best practices
• Develop and deploy Wipro quality philosophy and strategic frameworks from both long and short-term perspective to review, audit, report and mitigate quality risks across all projects/ contracts
• Review and update policies and processes in order to build readiness and ensure compliance with any quality management system changes
• Develop, deploy and ensure execution of MIS and dashboards on key quality parameters across projects
• Identify priority areas and develop function wide initiatives to build awareness and promote proactive quality culture

• Drive process excellence and quality initiatives across functions
• Lead development and deployment of processes for Quality Management System certifications in alignment with overall Wipro strategy as well any specific requirements from customer standpoint (COPC, ISO 9000, CMMIE, ISO 13785)
• Drive value strategy for clients by providing support in shaping up contractual commitments thereby defining rewards and penalty
• Review the contractual commitments with the client as well as the annual quality plan aiming at improvement of business processes and aligned to adding value over and above the contract
• Ensure all the projects get delivered on time, are cost effective and their quality and service levels agreements (SLAs) are met
• Define and develop the quality team structure along with their role & responsibilities to drive and lead the quality agenda
• Review implementation of quality improvement methods (Lean and Six Sigma) through MIS, Analytics and dashboards and assess impact on process simplification and improvement
• Create tech assurance framework and ensure deployment of quality control for products/ IP created
• Drive operational transformation through process improvement, capacity creation and product adoption through
• Opportunity identification for automation and work with EOT/ Automation to build or adopt tools to enhance process quality
• Process assurance through regular audits and process risk/ compliance issues related to contracts

• Change management to encourage early adoption of tools for process quality enhancement
• Proactive systemic measures to solve complex client escalations and critical problems
• Customer advocacy within all accounts of DO&P through regular client connects, surveys, issue mitigation etc. and redressal of all issues captured

• Build capability within quality function to enhance process efficiencies and customer satisfaction
• Drive, launch and use of quality self-help tools and portals for business and functional teams to enable faster access to information and reduce queuing time for queries related to policies, procedures or best practices
• Anticipate future requirements and create programs to build capability to address those needs
• Drive automation of quality management processes through implementation of tools and platforms to remove process inefficiencies due to manual errors or wastages
• Launch and drive quality initiatives such as Pragati for continuous quality improvement
• Lead mandatory training & certifications of teams supporting quality management
• Support and drive quality academy to process competency programs across the organization
• Implement and establish continuous improvement technology based on best practices and current technology standards

• Identify internal trainings & industry certifications programs critical for institutionalizing and sustaining best practices and learning in quality
• Ensure Black Belt Projects to be undertaken quarter on quarter in line with the business requirements
• Drive and showcase Quality thought leadership through speaking assignments and publishing papers independently or jointly with the academia

• Team Management
• Resourcing
• Forecast talent requirements as per the current and future business needs
• Hire adequate and right resources for the team
• Talent Management
• Ensure adequate on boarding and training for the team members to enhance capability & effectiveness
• Build an internal talent pool and ensure their career progression within the organization

• Manage team attrition
• Drive diversity in leadership positions
• Performance Management
• Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
• Ensure that the Performance Nxt is followed for the entire team
• Employee Satisfaction and Engagement
• Lead and drive engagement initiatives for the team
• Track team satisfaction scores and identify initiatives to build engagement within the team

Qualifications:

Lists the competencies required to perform this role effectively:

• Functional Competencies/ Skill

• Domain/Industry Knowledge - Awareness and knowledge of broad economic, demographic, technological, regulatory and global trends within the industry - Expert
• Market Intelligence - Deep specialized understanding of Quality in multiple industry domains, overall market & competition and nuances of quality management in that domain - Expert
• Systems Thinking - Understanding of the Wipro system (interrelatedness, interdependencies and boundaries) and perform problem solving in a complex environment - Expert
• Leveraging Technology - Knowledge and appreciation of current and upcoming technology (automation, tools and systems- Master
• Technical Knowledge - Understanding, formal credentials and hands-on experience with various compliance requirements and controls - Master

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

• Strategic perspective
• Business Acumen
• Executive presence
• Stakeholder Management
• Managing Complexity
• Client Centricity
• Execution Excellence
• Change Agility
• Passion for Results
• Nurturing People