Role Purpose
The purpose of the role is to provide timely, accurate and quality MIS reports, dashboards to the external & internal stakeholders of account(s) as per the defined process and standards of security and compliance.
Dosssss
- Prepare timely and accurate MIS reports and dashboards as required by the stakeholders
- Interact and work closely with management, internal stakeholders & clients to understand the business information needs
- Ensuring all reports & dashboards are prepared as per stakeholder requirements as per the desired frequency (weekly/ monthly/ quarterly)
- Ensure regular review with the MIS Team Lead for 100% accuracy before populating any customized dashboard or generating any customized report
- Track and follow up with relevant stakeholder for timely updation and data management of parameters (key SLA metrics such as run- rate etc.)
- Generate account level reports (billable and non-billable) on forecasting, scheduling (both onshore and offshore) and performance against SLAs, CSAT, Quality etc.
- Ensure zero non-compliances on process audit on data security and compliance
- Support and adopt tools and systems for efficient MIS generation and reporting system
- Continuous support to the manager in rolling out new techniques and initiatives to increase productivity
- Providing update to the manager on the progress of any new MIS initiatives
- Perform periodic maintenance and servicing of MIS system to improve operational efficiency
- Adopt new tools, technology solutions and develop capability through training to improve own productivity.
- Develop analytical skills and understanding of statistical analysis to suggest improvement in the quality of analysis
- Stakeholder management
- Coordinate with internal and external stakeholders for collation and accuracy of data
- Provide timely assistance in case of an escalation and support resolution of escaations/ issues
Stakeholder Interaction
| Stakeholder Type | Stakeholder Identification | Purpose of Interaction |
| Internal | SL Leadership, MIS Leadership | Daily Interaction & Reporting, governance |
| Core Delivery Team & Operations (WFM, Delivery, Quality etc.) | Updation and management of data Understanding & Generation of MIS Reports & Dashboards | |
| Business Finance | Invoicing, MIS reports | |
| External | Assigned client/ account | To provide reports & dashboards as per the requirements |
Display
Lists the competencies required to perform this role effectively:
- Functional Competencies/ Skill
- Domain Expertise – Knowledge of various tools and statistical analysis methodology- Excel, Running Macros, Report Generation, Dashboards, WFM, 1X, HAD tools - Competent
- Systems Thinking – Understanding of the Wipro system (interrelatedness, interdependencies and boundaries) and perform problem solving in a complex environment - Foundation
- Leveraging Technology – In-depth knowledge of and mastery over technology domain that commands expert authority respect– Competent
- Business Knowledge – Understand the DO&P process and workflow, key terms and performance and financial parameters – Competent
| 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
- Analytical Skills
- Execution Excellence
- Managing Complexity
- Handling Pressure
- Client centricity
- Passion for results
- Stakeholder Management
Deliver
| No. | Performance Parameter | Measure |
| 1. | MIS Management and Reporting | Quality of Analysis Zero errors in reports Zero non-conformance on timelines with respect to the client/ stakeholder requirements |
| 2. | Stakeholder Management | Customised dashboards as per client and functional requirements Zero escalations on data reporting Zero non-conformance on security or compliance requirements |
| 3. | Team Management | Team attrition %, Employee satisfaction score |
MIS