Role Purpose
The purpose of the role is to lead various automation initiatives pertaining to strategic accounts in a BU ensuring better client engagement.
Responsibilities
Lead automation roadmaps and strategies for various BUs Ensure complete understanding of requirements needed to implement automation of various accounts in BUs. Shortlist accounts depending upon the size of account and their ability to accommodate maturity. Drive automation maturity in the shortlisted accounts to the next level. Align the customers by showcasing Wipro's capability to drive automation and ROI achievement for the customer. Ensure contractual commitments for a particular project are met by understanding the scope and requirements. Ensure the desired software and infrastructures are implemented required for automation. Ensure scalable standards of dashboard and process support system for active automation. Monitoring Develop and review the Account Automation Plans for each account in consultation with the account partners and delivery teams. Review the automation projects on progress and resolve complex escalations related to operations, production, quality control, schedules, and maintenance. Provide solutions to problems regarding automation persistent in the development unit. Manage the appropriate level of access control to protect export-controlled, proprietary, and sensitive project information. Periodically review the project status completion vis-a-vis the project plan and ensure successful roll out. Review the upcoming automation trends, technologies, and ways of working and identify the capability gap within the team. Customer Engagement Responsible for maintaining customer relationships and deriving maximum customer references to ensure business continuity. Receive feedback from the customers and align resources internally to close all the gaps. Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
Account Automation RO Champion
Overall client management and ensure implementation of the BOT at the client end.
Holmes Engineering Team
Coordinate for BOT development and implementation at client end.
Ensure on-time project delivery.
Account Delivery Team
Ensure on-time project delivery.
Project governance, issue resolution.
External
Customer
Provide apt solutions and support as per the requirement.
Competencies Required
Functional Competencies/Skill Leveraging Technology – Knowledge of current and upcoming technology along with expertise in programming (automation, tools, and systems) to build efficiencies and effectiveness in own function/Client organization – Expert Process Excellence - Ability to follow the standards and norms to produce consistent results, provide effective control and reduction of risk – Expert Technical knowledge – knowledge of various BOTs, SOW and contractual terms, application services, infrastructure services support, IT services management, RPA tools - Expert Behavioural Competencies Excellent Communication Analytical Mindset Problem Solving Approach Managing Complexity Client Centricity Execution Excellence Passion for Results Performance Parameters
No.
Performance Parameter
Measure
1.
Client Engagement
CSAT, Customer reference, Customer Solutions, mean time to resolve customer issues (MMT reducing trend)
2.
BOT Implementation
Work done by the bots for platform/non-platform accounts, No. of platform accounts per DU
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