Job Description

Role Purpose

The purpose of the role is to understand the customer needs and develop specific products to solve their problems and support delivery managers in client servicing

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Do

**Understand the stated and unstated needs of the customer to develop the product**

	- Deeply understand the client requirements by interacting with them

	- Coordinate with the pre-sales team to understand the RFP details

	- Post client interaction, draft and document user stories along with the business analysts

	- Analyze the business/ process problem of the client and find loopholes to provide relevant solutions

	- Identify the opportunities of automation, process improvement to cut cost, time manpower etc at the client’s end

	- Identify various touch points while understanding the business/ process value stream of the client

	- Share the client requirements and relevant documents with the developers and discuss on the apt solutions which can be provided to the client to solve the problem

	- Create a product vision and roadmap for its development and ensure adherence of the same

	- Developers to design and prepare a package of solutions/ proof of concept for the customer for their approval

**Design and Development of the product solution as per the customer’s need**

	- Create a product architecture along with technical architect and road map with established schedules and monitor process against dates and share the development plan with the developers

	- Work with the UX designer and UI team on the look and feel of the product as per the client’s requirement

	- Track problems, resolutions, and bug fixes throughout the project/ module and create a comprehensive database of defects and successful mitigation techniques

	- Work with DevOps team during the production and to ensure seamless movement of code from different servers

	- Create various test cases and perform testing the developed product

	- Perform user acceptance testing at Wipro’s environment for successful delivery

	- Perform testing of the product at client’s environment and take the final sign off from the client

	- Design execution reporting dashboard that will provide clear picture of the progress

	- Perform impact analysis at the client site and see the results of the deployed product and support the client for any incremental changes/ requests

	- Develop, implement and maintain scripts for database backup and restore for all databases and test the procedures periodically

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**Team Management**

	Resourcing

		- Forecast talent requirements as per the current and future business needs

		- Hire adequate and right resources for the team

		- Train direct reportees to make right recruitment and selection decisions

	Talent Management

		- Ensure 100% compliance to Wipro’s standards of adequate onboarding and training for team members to enhance capability & effectiveness

	Build an internal talent pool of Hi Pos and ensure their career progression within the organization

		- Promote diversity in leadership positions

	Performance Management

		- Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.

		- Incase of performance issues, take necessary action with zero tolerance for ‘will’ based performance issues

		- Ensure that organizational programs like Performance Nxtarewell understood and that the team is taking the opportunities presented by such programs to their and their levels below

	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

		- Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team

		Exercise employee recognition and appreciation

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Deliver

		No.
		Performance Parameter
		Measure

		1.
		Timeliness of delivery
		100% error free on boarding & implementation, throughput %, Adherence to the schedule/ release plan

		2.

Quality & CSAT:

		On-Time Delivery, Troubleshoot queries, Customer experience, customer reference, re-usable product

		3.
		IP Creation
		Writing whitepapers, knowledge transfer, no. of IP created

		4.
		Team Management
		% trained on new age skills, Team attrition %, Employee satisfaction score (ESAT),

of knowledge management sessions in a quarter,

of certifications completed by self & team

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