Cluster Delivery Head (CDH)

Job title: Cluster Delivery Head (CDH)

Company: Wipro

Job description: Job Description:Role PurposeThe purpose of the role is to drive and improve delivery for a set/ cluster of 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 cluster of growth accounts
• Drive and deploy account/ project delivery structure by evaluating the budget, costs, risks and staffing requirement
• Ensure 100% compliance to Project SLA’s, information security protocols etc (all customer’s 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 customer’s 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 Wipro’s capability and initiatives that may support/ fulfill customer’s 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 (DM’s/PM’s) 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 the accounts 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 all the accounts
• Develop, drive and deploy automation led solutions and service improvements to deliver value added services to the customers thereby driving customer’s 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 accounts
• 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 Wipro’s 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 accounts
• 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

• Team Management
• Resourcing
• Hire adequate and right resources for the team
• Talent Management
• Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
• Build an internal talent pool and ensure their career progression within the organization

• Manage team attrition
• Drive diversity in leadership positions
• Performance Management
• Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
• Ensure that the Performance Nxt is followed for the entire team
• Employee Satisfaction and Engagement
• Lead and drive engagement initiatives for the team
• Track team satisfaction scores and identify initiatives to build engagement within the team

Stakeholder InteractionStakeholder TypeStakeholder IdentificationPurpose of InteractionInternalSDH/VDH/ PDHDelivery strategy and governancePractice Heads of a SLTo ensure smooth project delivery and right solutioning approachGlobal Client Partner, Client PartnerSupport sales in solutioning and project delivery estimationHolmes ROAutomation initiatives within an accountBU Quality Team/ Central Quality TeamTo deploy central quality policy and frameworkLegal and ComplianceFor contract managementCWMG, WMGFor fulfilment and demand forecastingGlobal Talent Acquisition, Global Campus HeadFor recruitment and campus hiringTalent Transformation Team, Competency GroupTo deliver specific trainings, certification programmesGIMSFor visa processing/ stampingERM TeamKeep abreast with different policies and framework related to risk managementInternal audit teamAudit of various accounts as per complianceWorkforce transformation teamFor multi-skilling of identified resourcesPre-sales teamFor solutioning for an RFP/ client requirementHRBPTo drive HR engagement activitiesFinance team (BU/ SL)For payment/ invoice managementProcurement teamFor contract management (MSA and SOW)ExternalCustomersTo drive business growth and relationship managementVendors/ Partners/ OEM’s/ Contract ManufacturersFor resourcing/ contracting, trainings, technology platforms, equipments etcCampusFor freshers hiringDisplayLists 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 LevelsFoundationKnowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.CompetentConsistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.ExpertApplies the competency in all situations and is serves as a guide to others as well.MasterCoaches 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

DeliverNo.Performance ParameterMeasure1.Delivery Management – Client satisfactionPCSAT and ACSAT score, Brand score, no. of customer references, SDR/ QBR %, Pulse % satisfied (top 2 box), Zero surprise delivery escalation from the customer2.Delivery Management – operational efficiencyContractual adherence %, Quality index, Utilization %, cost of delivery target, overdue indent, 100% SLA compliance3.Delivery Management – FinancialsRevenue target achievement, Operating margin %, leakage from OB to revenue, revenue per employee, increase CR realization, process exceptions to be minimized, bench cost % of total cost4.Innovation and Automation focusHyper-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 ratio6.Team ManagementTeam attrition %, Employee satisfaction scoreRetail Banking (CLM)

Expected salary:

Location: Hyderabad, Telangana

Job date: Thu, 31 Oct 2024 03:53:01 GMT

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