The purpose of the role is to ensure excellent customer service delivery of all technology solutions and products to clients, through effective project management, service metrics tracking, budget management, issue resolution, optimal resource allocation, and maintenance of a skilled team of all delivery resources for the client. Key Responsibilities: Oversee and manage service delivery by meeting all contractual/ SLA commitments.Contribute to revenue and profitable growth by ensuring the agreed revenue targets are met and by identifying opportunities in the form of new and/or adjacent work in the assigned account.Develop, manage and leverage relationships in account to build customer centricity.Drive Delivery Transformation through automation and innovation focus.Create and drive automation charter and related initiatives within account client (wherever applicable).Drive deployment of automation led solutions and service improvements to deliver value added services to the clients.Build focus on and drive deployment of next generation hyper automation initiatives in coordination with Holmes team to enhance productivity, quality and speed of delivery.Lead, develop and drive new ways of working (EOT, Digital, Agile etc.)
and its capabilities within the account to improve quality, delivery speed and productivity parameters.Build people capability to ensure operational excellence and maintain superior customer service levels of the existing account/client.Team Management & Stakeholder Interaction.Functional Competencies/ Skill: Domain/Industry Knowledge - Awareness and knowledge of broad economic, demographic, technological and global trends in the ITES/BPO industry - Competent.Technical Knowledge - Knowledge of operational processes, quality certifications etc.
in a BPO/ITES setup - Competent.Business Management - Knowledge of Deal structuring, revenue cycle and management, financial systems, P&L etc.
- Competent.Systems Thinking - Understanding of the Wipro system (interrelatedness, interdependencies and boundaries) and perform problem solving in this complex system - Competent.Leveraging Technology - Knowledge of current and upcoming technology (automation, tools and systems) to build efficiencies and effectiveness in own function - Competent.Competencies: Domain/Industry Knowledge: Competent.Technical Knowledge: Competent.Business Management: Competent.Systems Thinking: Competent.Leveraging Technology: Competent.Influencing, Business Acumen, Collaborative Working, Problem Solving and Decision Making, Execution Excellence, Stakeholder Management, Client (Internal) Centricity, Effective Communication, People Management. #J-18808-Ljbffr