Account Delivery Head

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.DoDelivery ManagementEnsure seamless delivery of projects in a Mega Gamma/ Key Growth AccountDrive and deploy account/ project delivery structure by evaluating the budget, costs, risks and staffing requirementEnsure 100% compliance to Project SLAs, information security protocols etc (all customers contractual obligations)Monitor and take appropriate actions on internal and external audit findings to ensure no major non-compliance/ deviation from the SLAEnsure adherence to program/ project charter in terms of schedule, quality, efforts and costDrive account health across projects by conducting periodic cadence with the quality team to take proactive measures to resolves issues/ possible escalationsConducts periodic cadence with Workforce Management Group (WMG) to ensure 100% fulfillment as per the account/ project requirementRegularly audit quality (QA) status of delivery and engage QA team to ensure adherence to Quality Assurance standards and processesCollaborate and influence internal key stakeholders to ensure fulfillment, technology support and flawless delivery of projectsClient Relationship ManagementEngage with client to opportunities to deploy multiple solutions within/ across SLs to create a stronger value proposition for clients and enhance share of businessConduct regular customer connects (meetings/ visits/ video-conference) and Management Review Meetings (MRM) with client management/engagement managers to understand customers current and future needs and seek feedback to improve delivery methodology/ timelines/ resource allocationIdentify and close early warnings on a project to avoid any customer escalationsPlan 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 accountDesign, monitor and share account performance dashboards/ reports with the clients periodicallyDrive delivery transformation with client engagement managers to adapt to new delivery models and instill new ways of working in customer organizationShare Wipros capability and initiatives that may support/ fulfill customers needsDelivery governance across the accounts/ projectsReview MIS and reports to monitor and track overall project/ account delivery managementConduct periodic reviews with the team (DMs/PMs) on operational, quality and fulfillment parameters and new idea generation & its implementation on existing projectsResolve project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakageReview and monitor revenue allocations/ realization to avoid OB revenue leakageProvide 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 risksEnable revenue growth of an account within a verticalIdentify opportunities for deployment of new technology, growth solutions and services in the account by bringing SL practices/ other capabilities for client solutioningEngage 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 revenueSupport pre-sales team to create and propose relevant solutions to the customer requirements/ request for proposals for a project in an accountSupport sales team with acquisition and traction of new deals by understanding the customer needs thereby ensuring higher conversion rateOperational ExcellenceAutomation FocusDrive automation charter and related initiatives in an accountDevelop, drive and deploy automation led solutions and service improvements to deliver value added services to the customers thereby driving customers business forwardDeploy next generation hyper automation and crowdsourcing initiatives in coordination with Holmes RO team to enhance productivity, quality and speed of deliveryInnovation FocusDeploy new ways of working (Agile, DevOps etc) on the projects to improve quality, delivery speed and productivity parametersDrive value adds and BVMs; showcase them to customer in MRM & QBR to drive growthPlan for periodic idea campaign at account level and share the top ideas with customer during MRM QBRDrive and deploy Knowledge Management across the accountContribute 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 accountDeploy the Wipros knowledge management portal across the account and monitor & track trainingsCapability Development and Talent Pipeline CreationDemand forecasting in line with business requirementsSpearhead quarterly demand forecasting and resource planning aligned to requirements of the account/ projectsCreate 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 teamLead upskilling initiatives across the accountPrioritize and identify essential skills required across accounts/ projects to facilitate and drive right supply chain across the accountPartner with competency group and talent transformation team to drive upskilling initiatives within an accountSupport workforce transformation team to identify and deploy multi-skilling upgradation model for all account employeesDrive towards 100% mandatory training compliance for the target population within an accountPlan and drive rotations for seed positions and ensure replacement plan to be arrived ahead of rotationsQuarterly connect with critical talent to understand their aspirations and create their learning maps along with project managers and HRBPFresher engagement programEnsure a stable arrangement and assimilation of rookie within an account in coordination with competency group team (classroom trainings/ e-learning, certifications, on the job training etc)Mandatory Skills: Training (Ops) .Experience: >10 YEARS .