Job Description

Role Purpose

The purpose of this role is to ensure that all the SLAs/ efficiency commitments are met through process design, process assurance as well as driving a quality culture within the accounts.

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Do

• Process design and Process assurance to ensure all commitments are met as per the SLA with the client

  • Contribute on key factors and inputs for RFPs to ensure appropriate and reasonable commitments are made to the client

  • Conduct Transition audits as per transition phases 

  • Design new processes to ensure that they are aligned to the SLA

  • Ensure quality and process maps are in place

  • Conduct audits for assigned accounts and ensure proper documentation to keep the account ready for any external audit

  • Highlight any SLA or people related risks

  • Conduct Root Cause Analysis (RCA) to identify issues and improvement opportunities

  • Execute various initiatives along with tool interventions to ensure efficiency commitments are delivered as per contract

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• Drive quality culture within the accounts
  • Provide training to the account teams on the floor on Lean and Six Sigma so that they can deploy them to improve efficiency
  • Lead initiatives such as Pragati program to motivate account teams to do small and incremental improvements
  • Conduct preassessment and assessment for any RPA initiative within DOP or for an external client 
  • Drive Lean and Six Sigma projects and track tangible and intangible benefits under Business Value Meter (BVM) and highlight it to the clients

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• Thought Leadership
  • Publish papers and undertake speaking assignments to showcase Wipro capability
  • Present projects for various Quality awards related to RPA, Innovation, Six Sigma, Lean etc.
  • Build networks and connects with the industry bodies to know the best practices and showcase Wipro DOP

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Deliver