Senior Operations Manager/Location Delivery Lead - Cebu

Role PurposeThe 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 with competency group and talent transformation team to drive upskilling initiatives within an account
    • Support workforce transformation team to identify and deploy multi-skilling upgradation model 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 replacement plan to be arrived ahead of rotations
    • Quarterly connect with critical talent to understand their aspirations and create their learning maps along with project managers and HRBP
  • Fresher engagement program
    • Ensure 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)