ACCOUNT DELIVERY HEAD (ADH) L3

Job Description

Role Purpose

The purpose of the role is to drive and improve delivery for mega-gamma/ key growth accounts by providing innovative solutions through automation and next generation technologies, ensuring right talent supply chain to enhance customer satisfaction and lead organic growth.

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Do Delivery Management

	Ensure seamless delivery of projects in a Mega – Gamma/ Key Growth Account

		- Drive and deploy account/ project delivery structure by evaluating the budget, costs, risks and staffing requirement

		- Ensure 100% compliance to Project SLA’s, information security protocols etc (all customer’s contractual obligations)

		- Monitor and take appropriate actions on internal and external audit findings to ensure no major non-compliance/ deviation from the SLA

		- Ensure adherence to program/ project charter in terms of schedule, quality, efforts and cost

		- Drive account health across projects by conducting periodic cadence with the quality team to take proactive measures to resolves issues/ possible escalations

		- Conducts periodic cadence with Workforce Management Group (WMG) to ensure 100% fulfillment as per the account/ project requirement

		- Regularly audit quality (QA) status of delivery and engage QA team to ensure adherence to Quality Assurance standards and processes

		- Collaborate and influence internal key stakeholders to ensure fulfillment, technology support and flawless delivery of projects

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Client Relationship Management

	- Engage with client to opportunities to deploy multiple solutions within/ across SLs to create a stronger value proposition for clients and enhance share of business

	- Conduct regular customer connects (meetings/ visits/ video-conference) and Management Review Meetings (MRM) with client management/engagement managers to understand customer’s current and future needs and seek feedback to improve delivery methodology/ timelines/ resource allocation

	- Identify and close early warnings on a project to avoid any customer escalations

	- Plan and conduct Quarterly Business Reviews (QBR) with the client management/ leadership team to drive improvement actions and mine for a new portfolio/ opportunity within the account

	- Design, monitor and share account performance dashboards/ reports with the clients periodically

	- Drive delivery transformation with client engagement managers to adapt to new delivery models and instill new ways of working in customer organization

	- Share Wipro’s capability and initiatives that may support/ fulfill customer’s needs

Delivery governance across the accounts/ projects

	- Review MIS and reports to monitor and track overall project/ account delivery management

	- Conduct periodic reviews with the team (DM’s/PM’s) on operational, quality and fulfillment parameters and new idea generation & its implementation on existing projects

	- Resolve project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage

	- Review and monitor revenue allocations/ realization to avoid OB revenue leakage

	- Provide inputs to delivery leadership team on overall delivery performance parameters (project heath, utilization, realization etc) at an account level during reviews highlighting any critical project escalations and potential risks

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**Enable revenue growth of an account within a vertical**

	- Identify opportunities for deployment of new technology, growth solutions and services in the account by bringing SL practices/ other capabilities for client solutioning

	- Engage with existing customers to identify new business opportunities and increase the existing portfolio for an account by providing relevant solutions in order to increase delivery driven revenue

	- Support pre-sales team to create and propose relevant solutions to the customer requirements/ request for proposals for a project in an account

	- Support sales team with acquisition and traction of new deals by understanding the customer needs thereby ensuring higher conversion rate

**Operational Excellence**

	Automation Focus

		- Drive automation charter and related initiatives in an account

		- Develop, drive and deploy automation led solutions and service improvements to deliver value added services to the customers thereby driving customer’s business forward

		- Deploy next generation hyper automation and crowdsourcing initiatives in coordination with Holmes RO team to enhance productivity, quality and speed of delivery

	Innovation Focus

		- Deploy new ways of working (Agile, DevOps etc) on the projects to improve quality, delivery speed and productivity parameters

		- Drive value adds and BVMs; showcase them to customer in MRM & QBR to drive growth

		- Plan for periodic idea campaign at account level and share the top ideas with customer during MRM / QBR

	Drive and deploy Knowledge Management across the account

		- Contribute in internal knowledge sharing initiatives at Wipro by driving internal training sessions, best practices, learnings, value adds and BVMs and deploys best practices in various projects within an account

		- Deploy the Wipro’s knowledge management portal across the account and monitor & track trainings

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**Capability Development and Talent Pipeline Creation**

	Demand forecasting in line with business requirements

		- Spearhead quarterly demand forecasting and resource planning aligned to requirements of the account/ projects

		- Create and deploy a workplan to fulfil the required demand from all the talent channels including external (lateral, contractors etc) hiring in coordination with WMG/ CWMG and Talent Acquisition team

	Lead upskilling initiatives across the account

		- Prioritize and identify essential skills required across accounts/ projects to facilitate and drive right supply chain across the account

		- Partner with competency group and talent transformation team to drive upskilling initiatives within an account

		- Support workforce transformation team to identify and deploy multi-skilling upgradation model for all account employees

		- Drive towards 100% mandatory training compliance for the target population within an account

		- Plan and drive rotations for seed positions and ensure replacement plan to be arrived ahead of rotations

		- Quarterly connect with critical talent to understand their aspirations and create their learning maps along with project managers and HRBP

	Fresher engagement program

		- Ensure a stable arrangement and assimilation of rookie within an account in coordination with competency group team (classroom trainings/ e-learning, certifications, on the job training etc)