Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading global information technology, consulting and business process services company. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help our clients adapt to the digital world and make them successful. A company recognized globa...
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Role Purpose
- The purpose of this role is to conduct audits to ensure qualitycompliance within the account.
Do
Conduct process quality audits as per plan
- Conduct various process audits (1 audit/ agent/ week) as perprocedure and guidelines
- For agents identified in the bottom quartile of performance,conduct 3 audits/ agent/ week
- Prepare findings from the report and share it with the clientand the account leadership on daily/ weekly/ monthly, as required
- Conduct weekly analysis to identify the error trends and for top2 errors, conduct root cause analysis (RCA)
- Conduct calibration communication to communicate any changesfrom the client and conduct refresher trainings to bridge any skill gapdue to these changes
Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
- Delivery Leadership
- Audit & training reports, error trends, new process
- Agents
- Training
- Training team for Account
- Training content and schedule
- RMAC
- Risk compliance
- DOP Support
- Compliance related support as per account SOW
External
- Clients
- Reports on training and compliance
- External Auditors
- Audits
- Display
Lists the competencies required to perform this role effectively:
Functional Competencies/ Skill
- Domain/Industry Knowledge – Awareness and knowledge of broadeconomic, demographic, technological and global trends in the ITES/BPOindustry – Foundation
- Process Knowledge – Process understanding with a clearunderstanding of process quality parameters as per the skillup training/certification provided by the client– Competent
Competency Levels
Foundation
- Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.
Competent
- Consistently demonstrates the full range of the competencywithout guidance. Extends the competency to difficult and unknownsituations as well.
Expert
- Applies the competency in all situations and is serves as a guideto others as well.
Master
Coaches others and builds organizational capability in thecompetency area. Serves as a key resource for that competency and isrecognized within the entire organization.
Behavioral Competencies
- Project Management Skills
- Analytical Skills
- Execution Excellence
- Passion for results
- Stakeholder Management
Deliver
No.
Performance Parameter
Measure
Audit
- Adherence to the calendar; audit targets
- Compliance % as per audit reports – zero misses
- Process Compliance
- Case targets – 2 hours/ week logged to be updated with theprocess
- Customer Service
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About the job
- Manage the day-to-day Quality activities
- Ensure quality targets that measure outputs and outcomes that relate to customer experience are met.
- Provide support with embedding and implementing the group wide defined quality assurance framework, including quality strategy, principles, methodology and standards.
- Support a strong quality assurance and continuous improvement culture by ensuring the continued monitoring of operational activities, measuring customer outcomes for continual improvement of customer experience.
- Based on the quality framework, monitor quality and measure customer experience.
- Assist with the development of quality assurance processes and procedures to outline plans for conducting quality assessments, identifying critical control points and preventive measures, establishing critical limits, monitoring procedures, corrective actions, and verification procedures.
- Ensure that quality assurance reviews are conducted in operations on a continuous basis to embed quality standards and ensure continuous monitoring and evaluation of the extent to which quality measures vary from approved minimum standards.
- Identify operational issues/risks/inefficiencies that lead to errors, re-work and risk exposure for the organization, and poor customer experience, for improvement.
- Report operational issues/risk/inefficiencies to management for corrective action and tracking thereof, and for continual improvement of the QA function.
- Continuously update processes in collaboration with the Operational team and client
- Ensure process flows are aligned to day-to-day operational processes.
- Identify gaps in Standard Operating Procedures for a consistent & standardized execution of work in a discipline/operational area.
- Where deviation from SOP has taken place, conduct root-cause analysis, propose possible improvement options (e.g., process improvement, training, system enhancement).
- Lead Calibration- planning and execution.
- Train, coach, guide and motivate employees to ensure that quality standards are met.
- Release the Quality Audit Dashboard and reports on time with analysis and insights to drive processing improvements.
- Suggest ways to improve and promote quality through continuous improvement tools.
- Use appropriate templates and channels to report on progress on a weekly and monthly basis, in line with the QA Framework and Governance structures agreed.
- Adhere to deadlines and ensure accuracy and quality
- Ensuring quality targets that measure outputs and outcomes that relate to customer experience are met.
- Auditing Opportunities for risks or irregularities
- Feedback and coaching to the Staff on missed opportunities
- Auditing of IVR detractors
- Auditing of VOC detractors
- Manage the day-to-day Quality activities
- Ensure quality targets that measure outputs and outcomes that relate to customer experience are met.
- Provide support with embedding and implementing the group wide defined quality assurance framework, including quality strategy, principles, methodology and standards.
- Support a strong quality assurance and continuous improvement culture by ensuring the continued monitoring of operational activities, measuring customer outcomes for continual improvement of customer experience.
- Based on the quality framework, monitor quality and measure customer experience.
- Assist with the development of quality assurance processes and procedures to outline plans for conducting quality assessments, identifying critical control points and preventive measures, establishing critical limits, monitoring procedures, corrective actions, and verification procedures.
- Ensure that quality assurance reviews are conducted in operations on a continuous basis to embed quality standards and ensure continuous monitoring and evaluation of the extent to which quality measures vary from approved minimum standards.
- Identify operational issues/risks/inefficiencies that lead to errors, re-work and risk exposure for the organization, and poor customer experience, for improvement.
- Report operational issues/risk/inefficiencies to management for corrective action and tracking thereof, and for continual improvement of the QA function.
- Continuously update processes in collaboration with the Operational team and client
- Ensure process flows are aligned to day-to-day operational processes.
- Identify gaps in Standard Operating Procedures for a consistent & standardized execution of work in a discipline/operational area.
- Where deviation from SOP has taken place, conduct root-cause analysis, propose possible improvement options (e.g., process improvement, training, system enhancement).
- Lead Calibration- planning and execution.
- Train, coach, guide and motivate employees to ensure that quality standards are met.
- Release the Quality Audit Dashboard and reports on time with analysis and insights to drive processing improvements.
- Suggest ways to improve and promote quality through continuous improvement tools.
- Use appropriate templates and channels to report on progress on a weekly and monthly basis, in line with the QA Framework and Governance structures agreed.
- Adhere to deadlines and ensure accuracy and quality
- Ensuring quality targets that measure outputs and outcomes that relate to customer experience are met.
- Auditing Opportunities for risks or irregularities
- Feedback and coaching to the Staff on missed opportunities
- Auditing of IVR detractors
- Auditing of VOC detractors
- Minimum metric or higher
- Exp: Minimum 6 years and above (Greater than 3 years in Quality)
- Minimum metric or higher
- Exp: Minimum 6 years and above (Greater than 3 years in Quality)
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Role Purpose
- The purpose of this role is to increase revenue, maximize processefficiency & cost-effectiveness, and ensure excellent customerexperience, through effective supervision of daily operations andpersonnel, contract compliance, resource optimization and capabilitydevelopment within an account.
Do
- Maximize process efficiency and cost effectiveness throughstrategic planning, contract compliance and governance mechanisms
- Strategy Planning with Senior Stakeholders
- Collaborate with leaders to provide strategic and operational plansassociated with the account
- Plan the strategy for the coming years by identifying newgeographies for alternate revenue streams
- Ensure a deep enough understanding of clients’ individualexperiences to head off potential issues before they become problems
- Contract compliance & adherence
- Ensure all SLA parameters are met in the account and maintain agreen card at all times
- Review and drive appropriate actions/ systemic changes on internaland external audit findings to ensure no major non-compliances are cited
- Monitor and review the account on various delivery parameters toensure quality delivery as per budget and timelines
- Delivery governance in the account
- Understand customer goals and key performance metrics and ensureexceeding those goals throughout the project
- Ensure a green card for all accounts in terms of performance andquality
- Monitor and review delivery dashboards/ MIS across accounts to trackprogress and identify potential red flags
- Participate and share account performance across operational,quality and fulfillment parameters with internal and externalstakeholders
- Lead and manage project escalations, potential risks or earlywarning 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
- Invoicing
- Timely submission of invoices to the client as defined in the SOW
- Provide information required and resolve any invoicing issues raisedby the client
- Collect and analyze statistics (costs, customer service metricsetc.)
- Assume responsibility of budgeting and tracking expenses
- Ensure outstanding performance against key metrics mentionedin the agreement
- Regular cadence around contract compliance
- Evaluate performance with key metrics (accuracy, customer servicemetrics etc.)
- Set direction for the team, track progress against targets throughregular cadence calls and course correct as require
- Drive the focus of the team on quality and adherence to contractcompliance processes
- Drive and implement structured cadence around quality, both processand transactional
- Cadence with delivery lead to ensure margins are met and the accountnumbers are at par to what is committed
- Weekly calls with WFM to ensure resource optimization, compliance tothe manpower numbers agreed in the contract, future planning in case oframp ups etc.
- Resource Allocation & Retention
- Conduct effective resource planning to maximize the productivity ofresources (people, technology etc.)
- Review and monitor resource planning and fulfillment in line withaccount requirements and costs of delivery
- Optimize manpower and minimize leakages by working closely withdelivery head
- Ensure retention by offering relevant trainings and certificationsof all allocated resources
- Lead one-on-one floor connect and other engagement activities toimprove stickiness of the delivery team
- Collaborate and influence internal key stakeholders to manageand resolve issues to ensure fulfillment and flawless delivery ofprojects
- Build people capability to ensure superior customer servicelevels of the existing account/client
- Develop Capability within service line and products as peraccount requirements
- Lead capability development initiatives to drive client specificcertifications
- Co-create capability enhancement programs with client for frontline staff and supervisory level
- Work with the Training and HR team to build and review trainingcalendar
- Ensure customer-dedicated (as a result of change inprocess/tool), guaranteed trainings are conducted for the employees inthe areas of skill development, soft skill and leadership training
- Ensure team KPIs are assigned & delivered with timeliness& accuracy keeping the end results in mind
- Partner with HR and Training teams to build training programsfor front line staff/engineers and the supervisory level
- Focus on helpingpeople develop their careers in order to retain people inthe account and reduce turnover
Stakeholder Interaction & Management
- Coordinate with internal and external stakeholders to ensurecompliance and quality in the delivery for accounts
- Interact and engage with the client leadership to communicateand update progress against account plan, project delivery etc.
- Connect with senior leadership monthly on updating on theprogress on a particular account
- Conduct monthly client connects to get feedback from client onthe services provided as well as update the clients on the progress onthe account
- Cadence with delivery lead to ensure margins are met and theaccount numbers are at par to what is committed
- Participate in monthly review meetings with WIPRO leadershipupdating them on the status and progress of each account
- Work with quality team to ensure the current business is as perthe delivery standards of the contract
- Weekly calls with WFM to ensure resource optimization,compliance to the manpower numbers agreed, future planning in case oframp ups etc.
- Provide timely assistance in case of an escalation and supportresolution of escalations/ issues
Effective Team Management
- Resourcing
- Hire adequate and right resources for the team
- Talent Management
- Ensure adequate onboarding and training for the team members toenhance capability & effectiveness
- Build an internal talent pool and ensure their career progressionwithin the organization
- Manage team attrition
- Drive diversity in leadership positions
- Performance Management
- Set goals for the team, conduct timely performance reviews andprovide constructive feedback to own direct reports
- Ensure that the Performance Nxt is followed for the entire team
- Employee Satisfaction and Engagement
- Lead and drive engagement initiatives for the team
- Track team satisfaction scores and identify initiatives to buildengagement within the team
Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
- SL Leadership
- Monthly Interaction & Reporting, Strategy andgovernance
- WFM
- Manpower planning, shift planning as per workload etc.
- Delivery Lead
- Cadence around margins and revenues
- Quality
- Quality assurance and contract compliance, Processimprovements
- Transition Team
- Handover process
- Business Finance
- Revenue/ OB booking, business planning, etc.
- RMAC
- Risk compliance
- HR
- Hiring and employee engagement and retention etc.
- IT
- Systems and platforms
- Talent Transformation Team, Competency Group
- Plan and support delivery of Technical Trainings, knowledgesharing
External
- Clients/ Customers
- Client connect to give updates and get feedback on the process.Fix any deviations
- Display
Lists the competencies required to perform this role effectively:
Functional Competencies/ Skill
- Domain/Industry Knowledge – Awareness and knowledge of broadeconomic, demographic, technological and global trends in the ITES/BPOindustry – Expert
- Technical Knowledge – Knowledge of operational processes,quality certifications etc. in a BPO/ITES setup– Expert
- Project Management – Knowledge of project management and handson experience in Agile methodology – Expert
Competency Levels
Foundation
- Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.
Competent
- Consistently demonstrates the full range of the competencywithout guidance. Extends the competency to difficult and unknownsituations as well.
Expert
- Applies the competency in all situations and is serves as a guideto others as well.
Master
- Coaches others and builds organizational capability in thecompetency area. Serves as a key resource for that competency and isrecognized within the entire organization.
Behavioral Competencies
- Project Management Skills
- Analytical Skills
- Execution Excellence
- Managing Complexity
- Handling Pressure
- Client centricity
- Passion for results
- Nurturing people
- Stakeholder Management
Deliver
No.
Performance Parameter
Measure
Process & Performance
Zero non-conformance on timelines with respect to the client/stakeholder requirements
Green card
%Metrics met
%deviations
Client Management
CSAT
- Zero escalations on delivery
- Resolution of escalations
- Zero non-conformance on security or compliance requirements
- Team Management
Team attrition %, Employee satisfaction score, %technicaltrainings, %general trainings
Customer Service Helpdesk
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Key Responsibilities
The successful candidate will lead and own the P&L for the sector across the continent, and will:
- Demonstrate a bias and commitment for value creation, delivering outcomes that generate growth for Wipro and those we serve, and partner with.
- Evidence an interest, even passion for the markets we work in, or aim to become involved.
- Proactively engage to initiate relationships or expand and deepen pre-existing relations.
- Provide sector and/or market thought leadership and must be at ease doing so by tailoring messages and approach to varied audiences (internal and external) including very senior stakeholders.
- Be a conscious thinker thus expending time and energy aligned to achieving a purpose, and able to contribute toward and enrich plans and solutions by recognising and addressing challenges and/or opportunities.
- Drive the execution of sales and revenue growth with intensity and focus, adjusting to new and/or changing ecosystem and client conditions, evolving our go-to-market plans, and leveraging technology.
- Understand, lead and oversee all operational matters related to business development and delivery e.g., market sizing, analysis, budgeting, etc.
- Prioritise key success factors, and work alongside all contributors (internal and external) to assure successful delivery, and the realisation of intended objectives.
- Develop and nurture a high-performing team, always maintaining high energy levels, also coaching and enabling others to attain goals.
- Embed a culture of client focus, collaboration, and transparency to reinforce a performance-driven work environment with a high level of accountability.
- Partner closely with other senior leaders within Wipro and engage in ongoing discussions and collaboration across markets.
Requirements
Experience –
- 15+ years consulting/IT strategy & services/outsourcing experience including 5+ years related to leading people incl. direct reports as a people manager.
Qualifications –
- Undergraduate degree in Finance, Economics, Strategy, Business, Technology, or similar is essential. Post graduate degree or MBA preferable.
Functional Skills –
- Sector Knowledge: Extensive understanding of industry in relation to role players, positioning (brand, products/services, etc.), competitor considerations, strategic objectives and interests.
- Relationship Management: Demonstrated record of forging meaningful relationships and networks. In addition, ability to earn the trust of others to shape and secure commitment to digitally led, transformational initiatives preferable.
- Business Development: Experience selling and delivering discreet strategic, as well as large scale transformational engagements.
- Market Exposure: Must have worked across Africa markets. South Africa is essential, and others preferable i.e., DRC, Morocco, Nigeria, Zambia, Zimbabwe.
- Solutions: Demonstrated leadership in innovating, including experience in informing or developing next-generation offerings and/or driving modernisation.
Leadership:
- Excellent verbal and written communication, and ability to present messages in a simple and compelling manner.
- Experience in P&L ownership, and proven to drive revenue growth via market coverage, relationship management, sales excellence, and account development.
- Confident, objective and fair in preparing for and handling interactions to negotiate and achieve targets.
- The foresight to understand and implement critical success factors to assure the goals of any initiative is met.
- An ability to build and motivate teams, including attracting and retaining the best talent to drive results with high expectations for performance and accountability.
- Experience operating in a multicultural and matrixed environment.
Behavioural Attributes –
Language(s) –
- Must be fully conversant in English (speech, reading and writing). Portuguese and/or French are considered highly advantageous.
- Must role model high personal standards of ethics and integrity towards employees, and all (internal and external)
- Self-motivated, owning their role/contribution and holds themselves accountable.
- Should possess a drive to realise excellence in all they do, notably for clients.
- High in emotional intelligence with strong influencing and persuasion skills.
- Empathetic to the needs of employees.
- Must interact professionally at all levels, both internal and external to the company.
- Experience operating in a multicultural and matrixed environment, in Consulting or other Professional Services with exposure to global teams is preferable
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- As the Marketing Head for Africa, you will be responsible for strategizing and implementing Wipro’s marketing strategies with the goal of driving brand recognition, influence, and demand for our services in the region and across key industry sectors. You should be well versed with the African regions and business practices, and how to market to the relevant stakeholders, therefore.
- Your role also involves close collaboration with a cross-functional and geographically distributed marketing team for aspects related to brand, content, and social media, amongst others. You will be instrumental in bringing together various marketing best practices and devising field marketing strategies that best suit the regional priorities – especially those related to localized brand building, Account Based Marketing (ABM), deal influence with Sales teams, Partner collaboration, Analyst Relations and managing local PR & Media with agencies.
Key Responsibilities
- Strengthen Wipro’s brand awareness and reputation, grow awareness of our global services and localized capabilities within Africa
- Develop the annual marketing and communications strategic plans and budget plans
- Manage digital campaigns and demand generation activities that align with the regional and industry sector-wise business priorities
- Internal employee communications
- Leadership brand building & thought leadership activities keeping in mind the priorities of the Africa Managing Director and regional leaders
- Work closely with the Africa sector and account leaders to chart out various client advocacy, demand generation and Account-Based Marketing programs to support our growth objectives.
- Design and manage Wipro owned events, lead Wipro’s participation in industry forums, and manage relationships with local media and content agencies
- Influencer-marketing activities along with the Analyst Relations and Partnerships teams
- Employ a range of media and content channels to craft compelling narratives that bring Wipro’s message to life – especially considering the local market scenarios and Wipro’s competitive positioning
- Develop layered, ongoing promotional campaigns that engage audiences and keep them excited about Wipro in Africa.
Who We’re Looking For
- We are looking for a seasoned marketing professional with strong Africa business experience who can navigate the large, matrixed marketing environment of a Fortune 500 organization. Comfortable working with the C-suite, this leader must have a strong business acumen and be able to push creative boundaries to elevate the brand and drive business results. The ideal candidate is experienced in leading strategic, creative, and business efforts, possesses a deep understanding of new and traditional marketing approaches, and understands the technology landscape.
Minimum Qualifications, Desired Experience
- 13 – 15 years of relevant work experience as a marketing professional in the B2B IT Services and technology space with industry-leading brands
- A thorough understanding of the Africa market and its business dynamics, plus an understanding of marketing tactics that can be applied to varying business scenarios
- Experience in working with industry influencers (Analysts, Advisors and Ecosystem Partners) is an important and must-have requirement
- Significant experience in project management and budgeting with a focus on maximizing return on investmenton marketing activities
- Ability to work independently and with cross-functional/cross-geography teams, take independent decisions, and navigate matrixed organizations
- Well versed in digital marketing best practices and demand generation
- Has knowledge and experience of marketing automation systems
- Has knowledge of and working experience with local entities that can be adequately leveraged in this role – such as event agencies, media & PR agencies, exclusive content agencies and industry membership bodies.
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- The Account Executive for Communications (Telecommunications) is focused on executing our go-to-market strategy on a daily basis, leading relationships with clients and key other role players in the ecosystem(s) to ensure we introduce and avail all relevant Wipro offerings to unlock collective growth.
Key Responsibilities
- Demonstrate a bias and commitment for value creation, delivering outcomes that generate growth for key clients and Wipro.
- Operate as a client advocate, interested and even passionate about the markets and clients we work with.
- Proactively engage to initiate relationships or expand and deepen pre-existing relations. Engage client stakeholders evidencing empathy, seeking to develop trust-based relations and acting as an advisor to C-Suite and managing relationships across all levels of the client organisation.
- Provide sector, market and/or solution thought leadership and must be at ease doing so by tailoring messages and approach to varied audiences (internal and external).
- Be a conscious thinker thus expending time and energy aligned to achieving a purpose, and able to contribute toward and enrich plans and solutions by recognising and addressing challenges and/or opportunities.
- Drive the execution of sales and revenue growth with intensity and focus, adjusting to new and/or changing ecosystem and client conditions, and leveraging technology.
- Understand, lead and oversee all operational matters related to business development and delivery for their clients.
- Prioritise key success factors, and work alongside all contributors (internal and external) to assure successful delivery, and the realisation of intended objectives.
- Work closely with and afford leadership for all Wipro contributors for client engagements.
- Embed a culture of client focus, collaboration, and transparency to reinforce a performance-driven work environment with a high level of accountability.
Requirements
Experience –
- 10+ years consulting/IT strategy & services/outsourcing experience including minimum of 5+ years related to leading a client account.
Qualifications –
- Undergraduate degree in Finance, Economics, Strategy, Business, Technology, or similar is essential. Postgraduate degree or MBA preferable.
Functional Skills –
- Sector Knowledge: Extensive understanding of client market and industry in relation to role players, positioning (brand, products/services, etc.), competitor considerations, strategic objectives and interests.
- Relationship Management: Demonstrated record of forging meaningful relationships and networks within client organisations, tracking and communicating status for defined targets and goals. In addition, ability to secure commitment to digitally led, transformational initiatives preferable.
- Business Development: Experience selling and delivering discreet strategic, as well as large scale transformational engagements.
- Market Exposure: Must have worked across Africa markets. South Africa is essential, and others preferable i.e., Angola, Kenya, Mauritius, Nigeria, Zambia.
- Solutions: Demonstrated leadership in innovating, including experience in informing or developing next-generation offerings and/or driving modernisation.
Leadership:
- Excellent verbal and written communication, and ability to present messages in a simple and compelling manner.
- Experience in client account P&L ownership, and proven to drive revenue growth via market coverage, relationship management, sales excellence, and account development.
- Confident, objective and fair in preparing for and handling interactions to negotiate and achieve targets.
- The foresight to understand and implement critical success factors to assure the goals of any initiative is met.
- An ability to foster a teaming environment, aiding others to understand and aligning contributions to achieve goals.
- Experience operating in a multicultural and matrixed environment.
Behavioural Attributes –
Language(s) –
- Must be fully conversant in English (speech, reading and writing). French and/or Portuguese are considered highly advantageous.
- Must role model high personal standards of ethics and integrity towards employees, and all (internal and external)
- Results orientated, self-motivated, owning their role/contribution and holding themselves accountable.
- Should possess a drive to realise excellence in all they do, notably for clients.
- High in emotional intelligence with strong influencing and persuasion skills.
- Must interact professionally at all levels, both internal and external to the company.
- Experience operating in a multicultural and matrixed environment, in Consulting or other Professional Services with exposure to global teams is preferable
Method of Application
Use the link(s) below to apply on company website.
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