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Account Quality Manager - L1

Account Quality Manager - L1

Wipro

5 - 8 years

7 - 10 Lacs

Bengaluru

Posted:2 days ago| Platform:

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Skills Required

sap team management quality control sfsf quality management sf6 sfdc sap xi rfc employee central sap success factor sap hr assurance successfactors sap pi jms sap cpi lms lean sap hcm http performance management soap ccbpm

Work Mode

Work from Office

Job Type

Full Time

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.
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.

Team Management

Team Management

Clearly define the expectations for the team

Assign goals for the team, conduct timely performance reviews and provideconstructive feedback to own direct reports

Guide the team members in acquiring relevant knowledge and develop theirprofessional 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 engagementwithin the team

Deliver
No.
Performance Parameter
Measure1.
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

Mandatory Skills:

SAP SFSF Testing.
Experience5-8 Years.

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Wipro

Information Technology & Services

Bengaluru

250,000+ Employees

12169 Jobs

Key People

Thierry Delaporte

CEO & Managing Director
Jatin Dalal

Chief Financial Officer
Saurabh Govil

Chief Human Resources Officer
Ravi Venkatesan

Chairman

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Account Quality Manager - L1