Senior MLM L3

Job description:

Job Description
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

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• 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

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• Invoicing
• Timely submission of invoices to the client as defined in the SOW
• Provide information required and resolve any invoicing issues raised by the client
• 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

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• 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

2.Drive outcomes to maximum value and customer experience for each call

2 Proven experience managing metrics, ensuring customer satisfaction, and reporting performance levels related to Call Center

3 Decision making & problem solving with strong data insights

4 Experience in initiating and driving automation projects  

5 Excellent communicator 

6 Sound knowledge of systems, application, etc

7.Manage and expand client and coworker relationships,