Manager WFM- L2

Role PurposeThe 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 & ClientsCollaborate with leaders to provide strategic and operational plans associated with the accountPlan the strategy for the coming years by identifying new geographies for alternate revenue streamsCollaborate with clients and identify countries that need to be mapped to bring revenues for the same productPart of internal WIPRO leadership planning meeting to discuss revenue numbers for the accountReport to global delivery account head on status of the accountEnsure a deep enough understanding of clients individual experiences to head off potential issues before they become problemsContract compliance & adherenceEnsure all SLA parameters are met in the account and maintain a green card at all timesReview and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are citedMonitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelinesDelivery governance in the accountUnderstand customer goals and key performance metrics and ensure exceeding those goals throughout the projectEnsure a green card for all accounts in terms of performance and qualityMonitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flagsParticipate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholdersLead and manage project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakageEnsure regular invoicing as per the contract terms and conditionForecast and track key account metricsInvoicingTimely submission of invoices to the client as defined in the SOWProvide information required and resolve any invoicing issues raised by the clientWork with internal teams by supporting activities such as RFP response, doing use capability demonstrations, and participating in the customer calls to sell solutionsIdentify 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*Ensure outstanding performance against key metrics mentioned in the agreement*Regular cadence around contract complianceEvaluate 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 requiredDrive the focus of the team on quality and adherence to contract compliance processesDrive and implement structured cadence around quality, both process and transactionalCadence with delivery lead to ensure margins are met and the account numbers are at par to what is committedWeekly 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 & RetentionConduct 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 deliveryOptimize manpower and minimize leakages by working closely with delivery headEnsure retention by offering relevant trainings and certifications of all allocated resourcesLead one-on-one floor connect and other engagement activities to improve stickiness of the delivery teamCollaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projectsMandatory Skills: Demand Planning & Forecasting_C . Experience: 8-10 Years . >