ACCOUNT DELIVERY HEAD (ADH) L3

About the Role

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 the right talent supply chain to enhance customer satisfaction and lead organic growth.

Key Responsibilities

• 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 requirements.

• Ensure 100% compliance to Project SLAs, information security protocols, and all customer 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 cadences with the quality team to take proactive measures to resolve issues/ possible escalations.

• Conduct periodic cadences with Workforce Management Group (WMG) to ensure 100% fulfillment as per the account/ project requirement.

• Regularly audit Quality Assurance (QA) status of delivery and engage the 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 clients to identify opportunities to deploy multiple solutions within/ across Service Lines (SLs) to create a stronger value proposition 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 new portfolios/ opportunities within the account.

• Design, monitor, and share account performance dashboards/ reports with clients periodically.

• Drive delivery transformation with client engagement managers to adapt to new delivery models and instill new ways of working in the customer organization.

• Share Wipro's capabilities and initiatives that may support/ fulfill customer needs.

• Delivery Governance

• Review MIS and reports to monitor and track overall project/ account delivery management.

• Conduct periodic reviews with the team (Delivery Managers/ Project Managers) 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 the delivery leadership team on overall delivery performance parameters (project health, utilization, realization, etc.) at an account level during reviews, highlighting any critical project escalations and potential risks.

• Enable Revenue Growth

• Identify opportunities for deployment of new technology, growth solutions, and services in the account by bringing in 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 to increase delivery-driven revenue.

• Support the pre-sales team to create and propose relevant solutions to customer requirements/ requests for proposals for a project in an account.

• Support the sales team with the acquisition and traction of new deals by understanding customer needs, thereby ensuring a 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 customers, thereby driving the customer's business forward.

• Deploy next-generation hyper automation and crowdsourcing initiatives in coordination with the Holmes RO team to enhance productivity, quality, and speed of delivery.

• Innovation Focus

• Deploy new ways of working (Agile, DevOps, etc.) on projects to improve quality, delivery speed, and productivity parameters.

• Drive value-adds and Business Value Metrics (BVMs); showcase them to customers in MRM & QBR to drive growth.

• Plan periodic idea campaigns at the account level and share top ideas with customers during MRM/ QBR.

• Drive and deploy Knowledge Management across the account.

• Contribute to internal knowledge-sharing initiatives at Wipro by driving internal training sessions, best practices, learnings, value-adds, and BVMs, and deploy 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 the requirements of the account/ projects.

• Create and deploy a work plan to fulfill required demand from all talent channels, including external hiring (lateral, contractors, etc.) in coordination with WMG/ CWMG and the Talent Acquisition team.

• Lead upskilling initiatives across the account.

• Prioritize and identify essential skills required across accounts/ projects to facilitate and drive the right supply chain across the account.

• Partner with the competency group and Talent Transformation team to drive upskilling initiatives within an account.

• Support the Workforce Transformation team to identify and deploy multi-skilling upgradation models for all account employees.

• Drive towards 100% mandatory training compliance for the target population within an account.

• Plan and drive rotations for seed positions and ensure a replacement plan is in place ahead of rotations.

• Quarterly connect with critical talent to understand their aspirations and create their learning maps along with project managers and HR Business Partners (HRBP).

• Fresher Engagement Program

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

About Wipro

We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. We want people inspired by reinvention – of themselves, their careers, and their skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

Qualifications

• Experience in driving and improving delivery for mega-gamma/ key growth accounts.
• Experience in providing innovative solutions through automation and next-generation technologies.
• Experience in ensuring the right talent supply chain.
• Experience in enhancing customer satisfaction.
• Experience in leading organic growth.
• Experience in Delivery Management.
• Experience in Client Relationship Management.
• Experience in Delivery Governance.
• Experience in enabling revenue growth.
• Experience in Operational Excellence.
• Experience in Automation Focus.
• Experience in Innovation Focus.
• Experience in Capability Development and Talent Pipeline Creation.
• Experience in Demand Forecasting.
• Experience in leading upskilling initiatives.
• Experience in partnering with competency groups and talent transformation teams.
• Experience in supporting workforce transformation teams.
• Experience in driving mandatory training compliance.
• Experience in planning and driving rotations for seed positions.
• Experience in quarterly connects with critical talent.
• Experience in fresher engagement programs.
• Experience with Agile and DevOps.
• Experience with Knowledge Management.
• Experience with Wipro's knowledge management portal.
• Experience coordinating with Workforce Management Group (WMG), CWMG, and Talent Acquisition team.
• Experience coordinating with Holmes RO team.
• Experience with pre-sales team.
• Experience with HR Business Partners (HRBP).
• Experience with Quality Assurance (QA).
• Experience with Service Lines (SLs).
• Experience with Business Value Metrics (BVMs).
• Experience with SL practices.