Role Purpose
The purpose of this role is to ensure that all the SLAs/ efficiency commitments are met through process design, process assurance as well as driving a quality culture within the accounts
Do
- Process design and Process assurance to ensure all commitments are met as per the SLA with the client
- Contribute on key factors and inputs for RFPs to ensure appropriate and reasonable commitments are made to the client
- Conduct Transition audits as per transition phases
- Design new processes to ensure that they are aligned to the SLA
- Ensure quality and process maps are in place
- Conduct audits for assigned accounts and ensure proper documentation to keep the account ready for any external audit
- Highlight any SLA or people related risks
- Conduct Root Cause Analysis (RCA) to identify issues and improvement opportunities
- Execute various initiatives along with tool interventions to ensure efficiency commitments are delivered as per contract
- Drive quality culture within the accounts
- Provide training to the account teams on the floor on Lean and Six Sigma so that they can deploy them to improve efficiency
- Lead initiatives such as Pragati program to motivate account teams to do small and incremental improvements
- Conduct preassessment and assessment for any RPA initiative within DOP or for an external client
- Drive Lean and Six Sigma projects and track tangible and intangible benefits under Business Value Meter (BVM) and highlight it to the clients
- Thought Leadership
- Publish papers and undertake speaking assignments to showcase Wipro capability
- Present projects for various Quality awards related to RPA, Innovation, Six Sigma, Lean etc.
- Build networks and connects with the industry bodies to know the best practices and showcase Wipro DOP
Stakeholder Interaction
| Stakeholder Type | Stakeholder Identification | Purpose of Interaction |
| Internal | Sales/ PreSales/ Transition | Audit reports, CPMs status etc |
| Account Delivery | Process audits, continuous improvements etc | |
| Digital, EOT, Holmes | Automation initiatives | |
| Central Quality & IT | RPA initiatives, licences etc | |
| External | Industry bodies (CII, GTB, LSEA etc. | Present papers/ projects, speaking assignments, sharing of best practices etc |
| External Auditors | Certification audits, compliance audits, client audits | |
| Clients | Client Audits
| |
| Vendors | Need based - if the project requires a solution from the vendor |
Display
Lists the competencies required to perform this role effectively:
- Functional Competencies/ Skill
- Domain/Industry Knowledge - Awareness and knowledge of assigned industry - Foundation to Competent
- Systems Thinking - Understanding of the Wipro system (interrelatedness, interdependencies and boundaries) and perform problem solving in a complex environment - Competent
- Leveraging Technology - Knowledge of current and upcoming technology (automation, tools and techniques) such as RPA, AI etc. - Competent
- Technical Knowledge - Black Belt & Lean Certification is mandatory, knowledge of other certifications such as Common Minimum Standards (CMS) audit, Business Process Management System (BPMS), ASQ, ISI etc. - 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 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
Deliver
| No. | Performance Parameter | Measure |
| 1. | Customer centricity | CSAT, NPS, EWS for Risks, No escalations |
| 2. | Delivery | CPMs are met |
| 3. | Continuous Improvements | BVM - tangible annual realized revenue |
| 4. | Consulting | Billable/ non-billable RPA, feasibility for automation %, application for automation |
| 5. | Thought Leadership | Papers published, speaking assignments undertaken |
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