Job Description

Role Purpose

The purpose of the role is to develop and drive the strategic and operational plans associated with workforce management processes/policies (such as governance mechanisms, resource forecasting, budgeting & planning, resource optimization, requirements scheduling, analytics and reporting) to ensure revenue enablement and profitability for all Account/ LOBs

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Do

1. Develop and drive strategic workforce management process/policies aligned to the overall goals of the SL

a. Develop and deploy workforce management group policies, processes, governance mechanisms and applications to ensure seamless execution of projects across all Account/ LOBs within DO&P

b. Collaborate with leaders and business partners to provide strategic and operational plans associated with workforce forecasting, planning and optimization

c. Provide leadership, management and direction to the entire WFM team on priorities, goals and key objectives

d. Drive forecasting, budgeting, capacity planning, short term planning & scheduling, and real time management for all accounts as per contracts

e. Define and roll out the sourcing & staffing strategy for all accounts keeping in mind the overall strategy of the SL

f. Oversee and review the staffing needs for proposals, client projects and special internal requests, while balancing client needs, organization strategy, skill development, work-life flexibility and mobility considerations

g. Drive optimum workforce spread in terms of pyramid, geography, diversity, employee mix, localization level for various Accounts/LOBs

h. Continuously identify new methods, strategies and opportunities to improve the services provided by the WFM organization

i. Maintain open lines of communication and manage relationships with various accounts to ensure optimal performance & adherence to WFM Processes and policies

j. Influence decision making with senior leadership across the organization with regard to the services provided by WFM and the overall business strategy

k. Represent WFM as a service to clients by identifying opportunities, developing processes, and influencing automation efforts that enable capabilities to optimize forecasting and planning

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2. Enhance billability and revenue augmentation for accounts through strategic resource forecasting, budgeting and optimization

a. Ensure right fulfillment across Accounts/LOBs

i. Drive and review demand and fulfilment projections to ensure on time fulfilment

ii. Drive cost of delivery by ensuring right manpower cost management and lead allocations as per vertical/ account/ resource manager’s weekly targets

iii. Develop annual/ quarterly fulfilment plan for all accounts and periodically review the same to ensure 100% fulfilment

iv. Track all the strategic client engagements, critical and large deals in the pipeline and prepare fulfillment plans for them

v. Collaborates across stakeholders across the organization with a view to optimizing the various fulfillment channels

vi. Resolve cases of fulfilment gridlock to ensure no major client and internal escalations with regards to fulfillment

vii. Periodically review the supply through each channel contributing to the fulfilment and the team against the fulfillment plans for the key accounts/ new demand

b. Deploy and optimize people supply chain processes across all Accounts/LOBs

i. Ensure headcount is classified as per BBI (Billable, Budgeted, Invested), and the BBI target is as per the contract

ii. Ensure adequate supply chain through each fulfilment channel including fresher’s, bench, rotation, contracting and hiring with a view to maximize revenue realization and utilization

iii. Ensure accurate forecasting and analyses of historical trends to ensure 100% demand fulfilment

iv. Develop an annual plan for hiring, onboarding and allocation of fresher’s to various accounts and update it, quarter-on-quarter, as required

v. Periodically review the supply of talent and take the right decisions while balancing employee aspiration and organizational demands

vi. Identify and distinguish long lead time supply and proactively create an action plan to ensure on time fulfilment

vii. Maximize internal fulfilment and reduce dependency on lateral intake

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c. Lead and propose decisions on rotations and reduction of headcount in collaboration with the account heads and delivery teams

d. Drive usage of Spazio for Seat Procurement/Release Transactions thereby enhancing seat utilization at an Account/ LOB Level

e. Skill Development

i. Ensure all niche and domain skills which are required as per the upcoming future/ critical deals projects are identified

ii. Build new capabilities for various accounts to drive customer satisfaction and growth, positively impacting the business

iii. Periodically review the repository of skills and experience for all assigned resources and available talent pool

iv. Collaborate with hiring and talent transformation to ensure training plan is aligned with the demands and is executed to ensure constant supply

3. Bench Management

a. Drive for healthy and deployable bench management process as per the skill matrix & norms defined for various Accounts/LOBs

b. Ensure right engagement, development and billing plan for bench and virtual bench employees across Accounts/LOBs

c. Ensure multi-skilling of bench employees in different technologies through adequate and appropriate training trainings

d. Analyze the bench data to identify reasons for bench and Influence delivery leadership to optimize bench strength by driving innovative interventions and solutions

e. Drive reduction of contract staff through re-deployment of bench resources as and when required for various Accounts/LOBs

f. Drive bench avoidance (pending joiners, virtual bench, rebadging cases) across

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4. Automation, Analytics & Reporting

a. Ensure adequate business insights to account heads and leadership by highlighting process variables such as AHT/ Shrinkage etc.

b. Present reports related to leakages and gaps to relevant stakeholders and ensure effective implementation of new process variables

c. Share standard capacity planner Account Heads on a weekly/Monthly Basis & present over or under hiring for each account given basis assumptions

d. Share FTE reduction techniques with Business through smart data analytics and reporting

e. Provide account and BU heads with the information they need to increase or develop capability in various areas by collecting and analyzing workforce data

f. Share best practices with relevant stakeholders to increase profitability in each account

g. Drive initiatives to ensure continuous improvement is the workforce management process on a regular basis

h. Develop and maintain a repository of workforce management practices to support RFPs and to present case studies/whitepapers to potential customers/forums etc.