Account Delivery Head (ADH)

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.

Do

1. Delivery Management
2. Ensure seamless delivery of projects in a Mega - Gamma/ Key Growth Account
3. Drive and deploy account/ project delivery structure by evaluating the budget, costs, risks and staffing requirement
4. Ensure 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 SLA

1. Ensure adherence to program/ project charter in terms of schedule, quality, efforts and cost
2. Drive account health across projects by conducting periodic cadence with the quality team to take proactive measures to resolves issues/ possible escalations
3. 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

1. Client Relationship Management
2. 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
3. Conduct 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 allocation

• Identify and close early warnings on a project to avoid any customer escalations

1. 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
2. Design, monitor and share account performance dashboards/ reports with the clients periodically
3. Drive delivery transformation with client engagement managers to adapt to new delivery models and instill new ways of working in customer organization

• Share Wipros capability and initiatives that may support/ fulfill customers needs

1. Delivery governance across the accounts/ projects
2. Review MIS and reports to monitor and track overall project/ account delivery management
3. Conduct periodic reviews with the team (DMs/PMs) 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

1. Review and monitor revenue allocations/ realization to avoid OB revenue leakage
2. 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

1. Enable revenue growth of an account within a vertical
2. Identify opportunities for deployment of new technology, growth solutions and services in the account by bringing SL practices/ other capabilities for client solutioning
3. 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
4. Support pre-sales team to create and propose relevant solutions to the customer requirements/ request for proposals for a project in an account
5. Support sales team with acquisition and traction of new deals by understanding the customer needs thereby ensuring higher conversion rate

1. Operational Excellence
2. Automation Focus
3. Drive automation charter and related initiatives in an account
4. Develop, drive and deploy automation led solutions and service improvements to deliver value added services to the customers thereby driving customers business forward

• Deploy next generation hyper automation and crowdsourcing initiatives in coordination with Holmes RO team to enhance productivity, quality and speed of delivery

1. Innovation Focus
2. Deploy new ways of working (Agile, DevOps etc) on the projects to improve quality, delivery speed and productivity parameters
3. 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

1. Drive and deploy Knowledge Management across the account
2. 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
3. Deploy the Wipros knowledge management portal across the account and monitor & track trainings

1. Capability Development and Talent Pipeline Creation
2. Demand forecasting in line with business requirements
3. Spearhead quarterly demand forecasting and resource planning aligned to requirements of the account/ projects
4. 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

1. Lead upskilling initiatives across the account
2. Prioritize and identify essential skills required across accounts/ projects to facilitate and drive right supply chain across the account
3. 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

1. Drive towards 100% mandatory training compliance for the target population within an account
2. Plan and drive rotations for seed positions and ensure replacement plan to be arrived ahead of rotations
3. Quarterly connect with critical talent to understand their aspirations and create their learning maps along with project managers and HRBP

1. Fresher engagement program
2. 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)

• Manage team attrition

1. Drive diversity in leadership positions

1. Performance Management
2. Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
3. Ensure that the Performance Nxt is followed for the entire team

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

SDH/VDH/ PDH

Delivery strategy and governance

Practice Heads of a SL

To ensure smooth project delivery and right solutioning approach

Global Client Partner, Client Partner

Support sales in solutioning and project delivery estimation

Holmes RO

Automation initiatives within an account

BU Quality Team/ Central Quality Team

To deploy central quality policy and framework

Legal and Compliance

For contract management

CWMG, WMG

For fulfilment and demand forecasting

Global Talent Acquisition, Global Campus Head

For recruitment and campus hiring

Talent Transformation Team, Competency Group

To deliver specific trainings, certification programmes

GIMS

For visa processing/ stamping

ERM Team

Keep abreast with different policies and framework related to risk management

Internal audit team

Audit of various accounts as per compliance

Workforce transformation team

For multi-skilling of identified resources

Pre-sales team

For solutioning for an RFP/ client requirement

HRBP

To drive HR engagement activities

Finance team (BU/ SL)

For payment/ invoice management

Procurement team

For contract management (MSA and SOW)

External

Customers

To drive business growth and relationship management

Vendors/ Partners/ OEMs/ Contract Manufacturers

For resourcing/ contracting, trainings, technology platforms, equipments etc

Campus

For freshers hiring

Display

Lists the competencies required to perform this role effectively:

• Functional Competencies/ Skill
  • Domain/Industry Knowledge - Awareness and knowledge of broad economic, demographic, technological and global trends in the IT industry - Expert
  • Systems Thinking - Understanding of the Wipro system (interrelatedness, interdependencies and boundaries) and perform problem solving in a complex environment - Master
  • Leveraging Technology - Knowledge of current and upcoming technology (automation, tools and systems) to build efficiencies and effectiveness in own function/ Client organization - Expert
  • Program Management - Execute projects with end-outcome and process focus, along with understanding of delivery processes and its governance - Master
  • Solution Focus - Apply design thinking to bring about new and novel solutions or changes in processes, products or the way business is conducted - Expert

Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

Expert

Applies the competency in all situations and is serves as a guide to others as well.

Master

Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognised within the entire organization.

• Behavioral Competencies
  • Client centricity
  • Strategic perspective
  • Problem solving and decision making
  • Execution excellence and passion for results
  • Change agility
  • Passion for results
  • Nurturing people
  • Executive presence
  • Collaborative working

Deliver

No.

Performance Parameter

Measure

1.

Delivery Management - Client satisfaction

PCSAT and ACSAT score, Brand score, no. of customer references, SDR/ QBR %, Pulse % satisfied (top 2 box), Zero surprise delivery escalation from the customer

2.

Delivery Management - operational efficiency

Contractual adherence %, Quality index, Utilization %, cost of delivery target, overdue indent, 100% SLA compliance

3.

Delivery Management - Financials

Revenue target achievement, Operating margin %, leakage from OB to revenue, revenue per employee, increase CR realization, process exceptions to be minimized, bench cost % of total cost

4.

Innovation and Automation focus

Hyper-automation deployment, increase in productivity, Actual NG person month saving,

5.

Capability Building

% attrition, critical talent attrition%, % trained on new age skills, % of team trained in necessary leadership skills, diversity ratio, % localization targets by market, billable rookie ratio

6.

Team Management

Team attrition %, Employee satisfaction score