ACCOUNT DELIVERY HEAD (ADH) L4

Job description

Job description: 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. ͏ **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 ͏ - 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 ͏ - **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 ͏ - **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 wit