ACCOUNT QUALITY MANAGER L2(CONTRACT)

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Role:

The purpose of the role is to provide assurance on the quality of deployment for the assigned accounts and support in establishing mechanisms that enhance and sustain customer satisfaction levels. The role is expected to support in enhancing customer advocacy by predicting and preventing customer escalations & dissatisfactions and drive a culture of continuous improvement in the assigned accounts. 

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Do:

• Implement deployment quality strategy for the assigned Accounts
  • Provide inputs in the development of strategy for the assigned accounts while considering the quality standards, client expectations, quality, and monitoring mechanisms
  • Review and reallocate the priorities to align with the overall strategy of the line of business / business unit
• Quality control and Customer satisfaction
  • Support the completion of Annual Customer Satisfaction survey by ensuring completion of survey by the account customers, representatives for various projects within the account. 
  • Ensure completion of survey and address any queries in a timely manner. 
  • Support in conceptualizing the action planning by communicating with clients and interacting with Delivery Managers, vertical delivery heads and service delivery heads
  • Drive the account wise tracking of action planning identified for sustained CSAT in various projects. 
  • Drive the Quarterly pulse survey for selected accounts or projects for periodic check-ins.  
  • Support the Account Leadership teams for tracking and managing client escalation for closure.
• Early Warnings and Business partnership
  • Drive the implementation of mechanisms for preventing client escalations / dis-satisfactions by creating an early warning system in DigiQ covering aspects like delivery quality, delivery schedule, resources constraints, financial issues (overloading of effort / over-run potential), productivity, and slippages on milestones.
  • Participate in Monthly and Quarterly Business review along with Business and Account leadership to ensure adherence of defined quality processes, define new life cycle models and ensure gating processes are followed the projects within the accounts. 
  • Drive the upskilling of delivery teams on quality management tools, knowledge management and create mechanisms for sharing of best practices.
  • Support the collection of metrics on the performance / health of process and regular publishing of compliance and metrics dashboards.
• Continuous Improvement 
  • Drive a culture of continuous improvement in the assigned accounts to ensure enhance efficiency and productivity of resources
  • Create mechanisms between the projects in the account for sharing knowledge, quality issues, risk mitigation methods within the accounts to drive the continuous improvement
  • Plan and drive year on year improvement goals in various projects by way of process streamlining & improvements and automation, leading to cost savings and / or efficiency
  • Support the collection of metrics to show the improvements- efficiency / productivity improvement.

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• Team Management
  • Team Management
    • Clearly define the expectations for the team
    • Assign goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
    • Guide the team members in acquiring relevant knowledge and develop their professional competence
    • Drive geography specific trainings for the quality team, designed basis the statutory norms that apply in different countries
    • Ensure that the Performance Nxt is followed for the entire team
  • Employee Satisfaction and Engagement
    •  Lead and drive engagement initiatives for the tea
    • Track team satisfaction scores and identify initiatives to build engagement within the team

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Deliver

No. Performance Parameter Measure 1.

Quality Control and Customer satisfaction

• CSAT Score-BU/Account/Portfolio level
• Process Compliance/Exceptions Scores
• Audit Coverage percentage
• Schedule performance Scores
• Planned vs actual project effort
• Resource productivity scores

2.

Capability Building

• New Employee Onboarding
• New Employee Certifications

3.

Continuous Improvement

• Lean projects implemented per year
• Productivity improvement of resources
• Continuous Improvement Processes implemented per year

4.

Team Management

• Team attrition %

• Employee satisfaction scores

5.

Capability Building

• % trained on domain and location specific skills, 
• % of team trained in necessary leadership skills

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Exp - 10+ years
CBR - 250K/M

SR Skills                : Delivery Management

SR Location           : Pune

SR Band                : Group C1

Roles & Responsibilities:

• Oversee day-to-day operations of Datacentre support teams, including Wintel, Linux, Backup, and Storage tracks.
• Closely work with Team Leads and Senior SMEs for validating Cloud and Infrastructure Support. 
• Drive solution validation with the help of Tower Leads across Cloud and Infrastructure services such as AD, Datacentre, Cloud, Wintel, Tools, Security etc.
• Identify key learnings from past executions and propose required mitigations in the new bids.
• Ensure compliance with SLAs and KPIs, maintaining 100% adherence to service quality standards.
• Conduct regular service reviews, including Monthly Service Reviews (MSR).
• Track operational metrics, risk indicators, and compliance data for informed decision-making.
• Identify operational and contractual risks during bid stages and propose mitigation options.
• Collaborate with multiple stakeholders to mitigate identified risks and effectively manage the discussions. 
• Collaborate with Finance, Legal, Quality, HR and other functions as and when needed to resolve risks.
• End to end ownership of risk register management – logging risks, tracking, follow-up, escalation as per escalation matrix and closure.
• Wipro PM or DM Certified and with clear understanding of WiproOne system and backend billing processes

Skills Required:

• 8–10 years of experience in IT service delivery, preferably in core application support management.

• Should have 15+ years of IT experience.
• Must have 8+ years of experience in CIS Cloud and Infrastructure with AI exposure

• Good insight into Datacentre tracks and technology such as Windows Server, Hyper-V HCI, Storage, VMware, AD, Unix, Azure Cloud, Wintel, Tools, Security etc.
• Good knowledge of Datacentre Hardware & Software sizing and effort sizing
• Good Communication skills, able to articulate key messages very clearly.
• Strong analytical and problem-solving skills. 
• Strong in Risk management using excel spreadsheets.
• Good understanding of SLA/KPI framework and finance.
• Applicable Career Bands for the Role: C1/C2

Mandatory Skills: Delivery Management . Experience: 8-10 Years . Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.