Account Delivery Head |ADH|

Overview:

Role Purpose

The purpose of the role is to drive and improve deliveryfor mega-gamma/ key growth accounts by providing innovative solutionsthrough automation and next generation technologies, ensuring righttalent supply chain to enhance customer satisfaction and lead organicgrowth.

Do

Delivery Management

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

Drive and deploy account/ project delivery structure by evaluatingthe budget, costs, risks and staffing requirement

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

Monitor and take appropriate actions on internal and external auditfindings 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 cadencewith the quality team to take proactive measures to resolves issues/possible escalations

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

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

Collaborate and influence internal key stakeholders to ensurefulfillment, technology support and flawless delivery of projects

Client Relationship Management

Engage with client to opportunities to deploy multiple solutionswithin/ across SLs to create a stronger value proposition for clientsand enhance share of business

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

Identify and close early warnings on a project to avoid any customerescalations

Plan and conduct Quarterly Business Reviews (QBR) with the clientmanagement/ leadership team to drive improvement actions and mine for anew portfolio/ opportunity within the account

Design, monitor and share account performance dashboards/ reportswith the clients periodically

Drive delivery transformation with client engagement managers toadapt to new delivery models and instill new ways of working in customerorganization

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/ accountdelivery management

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

Resolve project escalations, potential risks or early warning signson project delivery to eliminate any revenue leakage

Review and monitor revenue allocations/ realization to avoid OBrevenue leakage

Provide inputs to delivery leadership team on overall deliveryperformance parameters (project heath, utilization, realization etc) atan account level during reviews highlighting any critical projectescalations and potential risks

Enable revenue growth of an account within a vertical

Identify opportunities for deployment of new technology, growthsolutions and services in the account by bringing SL practices/ othercapabilities for client solutioning

Engage with existing customers to identify new businessopportunities and increase the existing portfolio for an account byproviding relevant solutions in order to increase delivery drivenrevenue

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

Support sales team with acquisition and traction of new deals byunderstanding 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 serviceimprovements to deliver value added services to the customers therebydriving customer’s business forward

Deploy next generation hyper automation and crowdsourcinginitiatives 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 toimprove 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 topideas with customer during MRM / QBR

Drive and deploy Knowledge Management across the account

Contribute in internal knowledge sharing initiatives at Wipro bydriving internal training sessions, best practices, learnings, valueadds and BVMs and deploys best practices in various projects within anaccount

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

Capability Development and Talent Pipeline Creation

Demand forecasting in line with business requirements

Spearhead quarterly demand forecasting and resource planning alignedto requirements of the account/ projects

Create and deploy a workplan to fulfil the required demand from allthe talent channels including external (lateral, contractors etc) hiringin 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 todrive 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 targetpopulation within an account

Plan and drive rotations for seed positions and ensure replacementplan to be arrived ahead of rotations

Quarterly connect with critical talent to understand theiraspirations and create their learning maps along with project managersand HRBP

Fresher engagement program

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

Team Management

Resourcing

Hire adequate and right resources for the team

Talent Management

Ensure adequate onboarding and training for the team members toenhance capability & effectiveness

Build an internal talent pool and ensure their career progressionwithin the organization

Manage team attrition

Drive diversity in leadership positions

Performance Management

Set goals for the team, conduct timely performance reviews andprovide constructive feedback to own direct reports

Ensure that the Performance Nxt is followed for the entire team

Employee Satisfaction and Engagement

Lead and drive engagement initiatives for the team

Track team satisfaction scores and identify initiatives to buildengagement within the team

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

SDH/VDH/ PDH

Delivery strategy and governance

Practice Heads of a SL

To ensure smooth project delivery and right solutioning approach

Global Client Partner, Client Partner

Support sales in solutioning and project delivery estimation

Holmes RO

Automation initiatives within an account

BU Quality Team/ Central Quality Team

To deploy central quality policy and framework

Legal and Compliance

For contract management

CWMG, WMG

For fulfilment and demand forecasting

Global Talent Acquisition, Global Campus Head

For recruitment and campus hiring

Talent Transformation Team, Competency Group

To deliver specific trainings, certification programmes

GIMS

For visa processing/ stamping

ERM Team

Keep abreast with different policies and framework related torisk management

Internal audit team

Audit of various accounts as per compliance

Workforce transformation team

For multi-skilling of identified resources

Pre-sales team

For solutioning for an RFP/ client requirement

HRBP

To drive HR engagement activities

Finance team (BU/ SL)

For payment/ invoice management

Procurement team

For contract management (MSA and SOW)

External

Customers

To drive business growth and relationship management

Vendors/ Partners/ OEM’s/ Contract Manufacturers

For resourcing/ contracting, trainings, technology platforms,equipments etc

Campus

For freshers hiring

Display

Lists the competencies required to perform this role effectively:

Functional Competencies/ Skill

Domain/Industry Knowledge – Awareness and knowledge of broadeconomic, demographic, technological and global trends in the ITindustry – Expert

Systems Thinking – Understanding of the Wipro system(interrelatedness, interdependencies and boundaries) and perform problemsolving in a complex environment - Master

Leveraging Technology – Knowledge of current and upcomingtechnology (automation, tools and systems) to build efficiencies andeffectiveness in own function/ Client organization – Expert

Program Management – Execute projects with end-outcome andprocess focus, along with understanding of delivery processes and itsgovernance - Master

Solution Focus – Apply design thinking to bring about new andnovel solutions or changes in processes, products or the way business isconducted - Expert

Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.

Expert

Applies the competency in all situations and is serves as a guide toothers as well.

Master

Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognisedwithin the entire organization.

Behavioral Competencies

Client centricity

Strategic perspective

Problem solving and decision making

Execution excellence and passion for results

Change agility

Passion for results

Nurturing people

Executive presence

Collaborative working

Deliver

No.

Performance Parameter

Measure

1.

Delivery Management – Client satisfaction

PCSAT and ACSAT score, Brand score, no. of customer references, SDR/QBR %, Pulse % satisfied (top 2 box), Zero surprise delivery escalationfrom the customer

2.

Delivery Management – operational efficiency

Contractual adherence %, Quality index, Utilization %, cost ofdelivery target, overdue indent, 100% SLA compliance

3.

Delivery Management – Financials

Revenue target achievement, Operating margin %, leakage from OB torevenue, revenue per employee, increase CR realization, processexceptions to be minimized, bench cost % of total cost

4.

Innovation and Automation focus

Hyper-automation deployment, increase in productivity, Actual NGperson month saving,

5.

Capability Building

% attrition, critical talent attrition%, % trained on new age skills,% of team trained in necessary leadership skills, diversity ratio, %localization targets by market, billable rookie ratio

6.

Team Management

Team attrition %, Employee satisfaction score