Osasco, Brazil
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**Role Purpose**
- The purpose of the role is to manage delivery within an accountby driving various projects, operations and delivery governance,ensuring right talent supply chain to optimize customer satisfaction andcost of delivery_
**Do**
**Delivery Management**
- Ensure seamless delivery of projects in an account _
- Interact with presales team during RFP stage/ inception of theproject to ensure right solution is proposed to the customer
Drive and deploy account/ project delivery structure by evaluatingthe budget, costs, risks and staffing requirement
- Ensure 100% adherence to Program and Project charter in terms ofschedule, quality, efforts and costs
- Ensure 100% compliance to Project SLA's, information securityprotocols and etc (all customer's contractual obligations)- Monitor and take appropriate actions on internal and external auditfindings to ensure no major non-compliance/ deviation from the SLA- Drive account health across projects by adhering to program andproject management norms on all key performance metrics- Conduct periodic cadence with the quality team to take proactivemeasures to resolves issues/ possible escalations
- Conducts periodic cadence with Workforce Management Group (WMG) toensure 100% fulfillment as per the program/ project requirement
- Regularly audit quality (QA) status of delivery and engage QA teamto ensure adherence to Quality Assurance standards and processes- Minimize process exceptions and deviations (schedule, cost) from theactual project plan- Maintain Program and Project structure in Confluence & SAP inline with prevailing business requirements and norms- Ensure expected ramp down (ERD) compliance as committed in MSA
- Client Relationship Management_
- Engage with client to deploy multiple solutions within/ across SLsto creates a stronger value proposition for clients and enhance share ofbusiness- Conduct regular customer connects (meetings/ visits/ video-conference) to understand customer's current & future needsand seek feedback to improve delivery methodology/ timelines/ resourceallocation- Identify and close early warnings on a project to avoid any customerescalations
- Plan and participate in Quarterly Business Reviews (QBR) along withAccount Delivery Head (ADH) with the client management/ leadership teamto drive improvement actions and mine for a new portfolio/ opportunitywithin the account- Identify and nurture champions within client organization throughfrequent connects and delivery excellence to maintain long-termrelationship- Delivery governance across the program/ projects_
- Review MIS and reports to monitor and track overall project/ accountdelivery management, diving deep into problem accounts/projects withrelevant PgMs, PMs- Conduct periodic reviews with the team (PgMs, PMs) on operational,quality and fulfillment parameters and new idea generation & itsimplementation on existing projects- Identify and resolve potential risks or early warning signs onproject delivery to drive for ZERO surprise escalations and eliminateany revenue leakage
- Resolve project escalations that happen in an expedited fashionensuring root cause identification and permanent closure- Mentor and groom PgMs/ PMs on client and account managementleadership to enable more hands-off delegation- Review and monitor revenue allocations/ realization to avoid OBrevenue leakage- Provide inputs to delivery leadership team on overall deliveryperformance parameters (project heath, utilization, realization etc) atan account level during reviews highlighting any critical projectescalations and potential risks
**Enable revenue growth of an account within own accounts**
- Support pre-sales team to create and propose relevant solutionsto the customer requirements/ request for proposals for a project in anaccount_
- Support sales team with acquisition and traction of new deals byunderstanding the customer needs thereby ensuring higher conversion rate_
- Gather information from PgMs, PMs and sales to identifyopportunities for deployment of new technology, growth solutions andservices in the accounts by bringing SL practices/ other capabilitiesfor client solutioning _
- Monitor and Track accounting activities to ensure timely billingconsolidation, invoicing and reconciliation activities to ensure cleanand orderly book-keeping_
**Operational Excellence within own accounts**
- Automation Focus_
Identify automation opportunities and drive value adds across theprogram/ projects
Deploy next generation hyper automation and crowdsourcinginitiatives in coordination with Holmes RO team to enhance productivity,quality and speed of delivery
- Innovation Focus_
- Brainstorm with the team to identify improvement opportunities andinitiatives to further improve quality, delivery speed and productivityparameters- 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 topideas with custom