SENIOR MLM L3

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.

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Do

Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms

*Strategy Planning with Senior Stakeholders & Clients *

Collaborate with leaders to provide strategic and operational plans associated with the account

• 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

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• *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

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• 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

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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