Senior Manager at Appirio


Role Purpose
The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective leadership and supervision of daily operations and personnel, strategy planning, contract compliance, resource optimization and capability development for an account.
Do
  1. Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms
    1. Strategy Planning with Senior Stakeholders & Clients
      1. Collaborate with leaders to provide strategic and operational plans associated with the account
      2. Plan the strategy for the coming years by identifying new geographies for alternate revenue streams
  • Collaborate with clients and identify countries that need to be mapped to bring revenues for the same product
  1. Part of internal WIPRO leadership planning meeting to discuss revenue numbers for the account
  2. Report to global delivery account head on status of the account
  3. Ensure a deep enough understanding of clients’ individual experiences to head off potential issues before they become problems
  1. Contract compliance & adherence
    1. Ensure all SLA parameters are met in the account and maintain a green card at all times
    2. Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited
  • Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines
  1. Delivery governance in the account
    1. Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project
    2. Ensure a green card for all accounts in terms of performance and quality
  • Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags
  1. Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders
  2. Lead and manage project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage
  3. Ensure regular invoicing as per the contract terms and condition
  • Forecast and track key account metrics
  1. Invoicing
    1. Timely submission of invoices to the client as defined in the SOW
    2. Provide information required and resolve any invoicing issues raised by the client
  2. Work with internal teams by supporting activities such as RFP response, doing use capability demonstrations, and participating in the customer calls to sell solutions
  3. Identify opportunities for quick wins through automation and related initiatives in the account (wherever applicable)
  4. Collect and analyze statistics (costs, customer service metrics etc.)
  5. Assume responsibility of budgeting and tracking expenses
  1. Ensure outstanding performance against key metrics mentioned in the agreement
    1. Regular cadence around contract compliance
      1. Evaluate performance with key metrics (accuracy, customer service metrics etc.)
      2. Set direction for the team, track progress against targets through regular cadence calls and course correct as required
  • Drive the focus of the team on quality and adherence to contract compliance processes
  1. Drive and implement structured cadence around quality, both process and transactional
  2. Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed
  3. Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc.
  1. Resource Allocation & Retention
    1. Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
    2. Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery
  • Optimize manpower and minimize leakages by working closely with delivery head
  1. Ensure retention by offering relevant trainings and certifications of all allocated resources
  2. Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team
  1. Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects
  1. Build people capability to ensure superior customer service levels of the existing account/client
  2. Develop Capability within service line and products as per account requirements
  3. Lead capability development initiatives to drive client specific certifications
  4. Co-create capability enhancement programs with client for front line staff and supervisory level
  5. Work with the Training and HR team to build and review training calendar
  6. Ensure customer-dedicated (as a result of change in process/tool), guaranteed trainings are conducted for the employees in the areas of skill development, soft skill and leadership training
  7. Ensure team KPIs are assigned & delivered with timeliness & accuracy keeping the end results in mind
  8. Partner with HR and Training teams to build training programs for front line staff/engineers and the supervisory level
  9. Focus on helping people develop their careers in order to retain people in the account and reduce turnover
  1. Stakeholder Interaction & Management
    1. Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts
    2. Interact and engage with the client leadership to communicate and update progress against account plan, project delivery etc.
    3. Connect with senior leadership monthly on updating on the progress on a particular account
    4. Conduct monthly client connects to get feedback from client on the services provided as well as update the clients on the progress on the account
    5. Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed
    6. Participate in monthly review meetings with WIPRO leadership updating them on the status and progress of each account
    7. Work with quality team to ensure the current business is as per the delivery standards of the contract
    8. Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed, future planning in case of ramp ups etc.
    9. Provide timely assistance in case of an escalation and support resolution of escalations/ issues
  1. Effective Team Management
    1. Resourcing
      1. Hire adequate and right resources for the team
    2. Talent Management
      1. Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
      2. Build an internal talent pool and ensure their career progression within the organization
  • Manage team attrition
  1. Drive diversity in leadership positions
  1. Performance Management
    1. Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
    2. Ensure that the Performance Nxt is followed for the entire team
  2. Employee Satisfaction and Engagement
    1. Lead and drive engagement initiatives for the team
    2. Track team satisfaction scores and identify initiatives to build engagement within the team

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

SL Leadership

Monthly Interaction & Reporting, Strategy and governance

WFM

Manpower planning, shift planning as per workload etc.

Delivery Lead

Cadence around margins and revenues

Quality

Quality assurance and contract compliance, Process improvements

Transition Team

Handover process

Business Finance

Revenue/ OB booking, business planning, etc.

RMAC

Risk compliance

HR

Hiring and employee engagement and retention etc.

IT

Systems and platforms

Talent Transformation Team, Competency Group

Plan and support delivery of Technical Trainings, knowledge sharing

External

Clients/ Customers

Client connect to give updates and get feedback on the process. Fix any deviations

Display
Lists 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 ITES/BPO industry – Expert
    • Systems Thinking – Understanding of the Wipro system (interrelatedness, interdependencies and boundaries) and perform problem solving in a complex environment - Competent
    • Leveraging Technology – In-depth knowledge of and mastery over technology domain that commands expert authority respect– Expert
    • Technical Knowledge – Knowledge of operational processes, quality certifications etc. in a BPO/ITES setup– Expert
    • Business Knowledge – Understand the DO&P process and workflow, key terms and performance and financial parameters – Expert

Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

Expert

Applies the competency in all situations and is serves as a guide to others as well.

Master

Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.
  • Behavioral Competencies
    • Project Management Skills
    • Analytical Skills
    • Execution Excellence
    • Managing Complexity
    • Handling Pressure
    • Client centricity
    • Passion for results
    • Nurturing people
    • Stakeholder Management

Deliver

No.

Performance Parameter

Measure

1.

Process & Performance

Zero non-conformance on timelines with respect to the client/ stakeholder requirements
%Metrics met
%deviations

2.

Client Management

CSAT
Zero escalations on delivery
Resolution of escalations
Zero non-conformance on security or compliance requirements

3.

Team Management

Team attrition %, Employee satisfaction score, %technical trainings, %general trainings

Roles & Responsibilities:
  • Responsible for maintaining accounts Gross Margins, cost, people management, SLA reporting and driving continuous improvement initiatives and enhancing process efficiency.
  • Closely monitoring revenue and ensure no revenue leakage.
  • Ability to teach/coach mid management to improve performance.
  • Ability to introduce innovative ideas of process improvement.
  • Production planning & control, process monitoring, assignment & review of workload.
  • Analyzing SLA parameters with team performance and planning continuous improvement in performance, process optimization, adherence to reporting schedules and maintaining all necessary process documentation as per the process protocol
  • Ensuring deliverables as per client expectations are met with highest satisfaction.
  • Oversees the hiring, on-boarding and training of new hires.
  • Monitor and manage workflow or daily targets to assure timely delivery of agreed SLAs
  • Planning and process development - Innovate to optimize production and constantly improve Production, Quality and Turnaround Time
  • Motivating employees by introducing various beneficiaries & growth opportunity.
  • Managing operational issues keeping client expectations on highest priority
  • Identify training gaps and work with support team to develop effective plan.
  • Team management - Performance review of team members at regular intervals & allocate proper shift as per project requirement.
  • Regularly reviews the performance on the program with the client and ensures that the program is indeed running according to client expectations.
  • Ensure periodic reporting and dashboards on the performance and the growth plans.
  • Monthly business review meeting with the client & Stake holders and ensures the resolution of all issues to the satisfaction of the clients.

Qualifications:
Education
  • Minimum Graduate.
  • Overall 12+ years of Healthcare experience with 8+ year of Account Handling experience (Leadership role) in a Office or Shared Services Environment
  • Exp in managing payor Ops (Provider and Member services)
  • Must have experience in managing a large team 500 to 1000 FTE’s, multi-channel support ( Non Voice)
  • Understanding of evolving tech in BPM like AI and Gen AI implementation
  • Experience in driving Value added Transformation projects focused on NPS, CSAT

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