Account Delivery Head (ADH) - L3

Title: Account Delivery Head (ADH) - L3

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

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 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
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 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
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 Wipros capability and initiatives that may support/ fulfill customers 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 (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
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 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
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 Wipros 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)