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 on the size of account and their ability to accommodate maturity.
Drive automation maturity in the shortlisted accounts to the next level.
Align 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 for automation.
Ensure scalable standards of dashboard and process support systems 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 for automation problems persistent in the development unit.
Manage the appropriate level of access control to protect export-controlled, proprietary, and sensitive project information.
Periodically review project status completion vis-a-vis the project plan and ensure successful rollout.
Review upcoming automation trends, technologies, and ways of working and identify capability gaps within the team.
Customer Relationship Management Maintain customer relationships and derive maximum customer references to ensure business continuity.
Receive feedback from customers and align resources internally to close all 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/Skills 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 Metrics 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 #J-18808-Ljbffr