Sao Paulo, Brazil
- DOP
- 3078025
**_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._
**_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
- _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
- _Invoicing_
- Timely submission of invoices to the client as defined in the SOW
- Provide information required and resolve any invoicing issues raised by the clien_t_
- _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_
- **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_
- **Build people capability to ensure superior customer service levels of the existing account/client**
- _Develop Capability within service line and products as per account requirements_
- _Lead capability development initiatives to drive client specific certifications _
- _Co-create capability enhancement programs with client for front line staff and supervisory level_
- _Work with the Training and HR team to build and review training calendar_
- _Ensure customer-dedicated (as a result of change in process/tool), guaranteed trainings are conducted for the employees in the areas of skill development, soft skill and leadership training_
- _