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10-15 Years
a month ago
110 Viewed
9 Applied

Job Description



Role Purpose - The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective leadership and supervision of daily operations and personnel, strategy planning, contract compliance, resource optimization and capability development for an account.


  • Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms
  • ) Strategy Planning with Senior Stakeholders & Clients
  • 1) Collaborate with leaders to provide strategic and operational plans associated with the account
  • 2) Plan the strategy for the coming years by identifying new geographies for alternate revenue streams
  • Collaborate with clients and identify countries that need to be mapped to bring revenues for the same product
  • Part of internal WIPRO leadership planning meeting to discuss revenue numbers for the account
  • Report to global delivery account head on status of the account
  • Ensure a deep enough understanding of clients individual experiences to head off potential issues before they become problems.
  • Contract compliance & adherence
  • Ensure all SLA parameters are met in the account and maintain a green card at all times
  • Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited
  • Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines
  • Delivery governance in the account
  • Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project
  • Ensure a green card for all accounts in terms of performance and quality
  • Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags
  • Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders
  • Lead and manage project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage
  • Ensure regular invoicing as per the contract terms and condition
  • Forecast and track key account metrics
  • Invoicing:
  • Timely submission of invoices to the client as defined in the SOW
  • Provide information required and resolve any invoicing issues raised by the client
  • Work with internal teams by supporting activities such as RFP response, doing use capability demonstrations, and participating in the customer calls to sell solutions
  • Identify opportunities for quick wins through automation and related initiatives in the account (wherever applicable)
  • Collect and analyze statistics (costs, customer service metrics etc.)
  • Assume responsibility of budgeting and tracking expenses
  • Ensure outstanding performance against key metrics mentioned in the agreement
  • Regular cadence around contract compliance
  • Evaluate performance with key metrics (accuracy, customer service metrics etc.)
  • Set direction for the team, track progress against targets through regular cadence calls and course correct as required
  • Drive the focus of the team on quality and adherence to contract compliance processes
  • Drive and implement structured cadence around quality, both process and transactional
  • Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed
  • Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc.
  • Resource Allocation & Retention
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery
  • Optimize manpower and minimize leakages by working closely with delivery head
  • Ensure retention by offering relevant trainings and certifications of all allocated resources
  • Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team
  • Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects
  • Build people capability to ensure superior customer service levels of the existing account/client
  • Develop Capability within service line and products as per account requirements
  • Lead capability development initiatives to drive client specific certifications
  • Co-create capability enhancement programs with client for front line staff and supervisory level
  • Work with the Training and HR team to build and review training calendar
  • Ensure customer-dedicated (as a result of change in process/tool), guaranteed trainings are conducted for the employees in the areas of skill development, soft skill and leadership training
  • Ensure team KPIs are assigned & delivered with timeliness & accuracy keeping the end results in mind
  • Partner with HR and Training teams to build training programs for front line staff/engineers and the supervisory level
  • Focus on helping people develop their careers in order to retain people in the account and reduce turnover

Stakeholder Interaction & Management

  • Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts
  • Interact and engage with the client leadership to communicate and update progress against account plan, project delivery etc.
  • Connect with senior leadership monthly on updating on the progress on a particular account
  • Conduct monthly client connects to get feedback from client on the services provided as well as update the clients on the progress on the account
  • Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed
  • Participate in monthly review meetings with WIPRO leadership updating them on the status and progress of each account
  • Work with quality team to ensure the current business is as per the delivery standards of the contract
  • Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed, future planning in case of ramp ups etc.
  • Provide timely assistance in case of an escalation and support resolution of escalations/ issues

Effective Team Management

  • Resourcing
  • Hire adequate and right resources for the team
  • Talent Management
  • Ensure adequate onboarding 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

Roles & Responsibilities

  • Handle customer Escalations
  • Interface with client for operational reporting.
  • Manage teams for vioce and non-voice contact center services
  • Monitor schedule adherence of the associates and advise the leadership team of issues negatively impacting service levels
  • Transaction monitoring of agents
  • Develop plan for coaching and feedback skills, mentoring skills
  • Support service levels by being productive whenever required

Desirable Skills

  • Experience in Healthcare domain would be an added advantage Domain
  • Responsible for administrative aspects including reporting
  • Superior communication (oral, written), presentation, and interpersonal skills
  • Demonstrate ability to develop and implement process enhancements including technology and performance
  • Ability to plan, prioritize, organize and communicate with client
  • Proficiency in voice and non-voice contact center applications, Work-force management applications, Quality tools and technologies, and other related Voice and Non-voice Contact Centre software
  • Experience in goal-setting (defining and prioritizing specific, driving objectives)

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