Wipro | Service Delivery Lead-(F&A- All Tower)

Responsibilities

• 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.
• Collaborate with leaders to provide strategic and operational plans associated with the account.
• 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.
• Report to global delivery account head on status of the account.
• Ensure a deep enough understanding of clients individual experiences to head off potential issues before they become problems.
• Ensure all SLA parameters are met in the account and maintain a green card at all times.
• 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.
• 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.
• Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders.
• Lead and manage project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage.
• Ensure regular invoicing as per the contract terms and condition.
• Forecast and track key account metrics.
• Timely submission of invoices to the client as defined in the SOW.
• Provide information required and resolve any invoicing issues raised by the client.
• Work with internal teams by supporting activities such as RFP response, doing use capability demonstrations, and participating in the customer calls to sell solutions.
• Identify opportunities for quick wins through automation and related initiatives in the account (wherever applicable).
• Ensure outstanding performance against key metrics mentioned in the agreement.
• Evaluate performance with key metrics (accuracy, customer service metrics etc.).
• Drive the focus of the team on quality and adherence to contract compliance processes.
• Drive and implement structured cadence around quality, both process and transactional.
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.).
• Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery.

Wipro Limited

Wipro Limited is one of India's largest information technology services and consulting companies. Founded in 1945 and headquartered in Bengaluru, it serves clients across 65 countries with consulting, design, engineering and operations services, and its shares trade on the NSE and BSE in India with American Depositary Shares on the NYSE (WIT).

Alongside its technology career tracks, Wipro runs large finance and accounting operations — record to report, procure to pay, order to cash, invoice processing, payroll and controllership — within its business process services and corporate finance teams, plus FP&A, taxation, treasury and internal audit. CA, CMA, ACCA and MBA (Finance) profiles are hired into these roles across its India campuses.

• Industry: Information technology services and consulting
• Headquarters: Bengaluru, India
• In India: Major campuses in Bengaluru, Hyderabad, Pune, Chennai, Kochi, Noida, Gurugram and Kolkata, with offices across India