Sr. Group Leader

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

Display

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

Competent

Expert

Master