Client Support Manager

Wipro

Pune

Not disclosed

Work from Office

Full Time

Any experience

Job Details

Job Description

Transition Manager

 

Role Purpose

             The purpose of the role is to ensure effective implementation of transition tasks for client/account as per the transition plan.

 

Do

 

  1. Ensure effective transition as per project plan and timelines
    1. Implement transition plans and register new transitions - calendar and spreadsheet on the system
    2. Ensure transition tasks are in line with transition plans, as directed by the Transition Lead/Manager
    3. Ensure timely setup of relevant internal tools/products for the account to ensure proper program execution
    4. Confirm resource assignment for each transition and share details to finance to ensure correct setup of billing accounts
    5. Schedule required meetings as directed by the Transition Manager and document meeting minutes
    6. Conduct data extraction of hours spent per transition and tracking against planned budget
    7. Assist the transition lead in the assessment of technology transition proposals as and when required
    8. Support the transition lead to identify and characterize risks associated with the transition transfer project and determine steps needed to mitigate the risks
    9. Assist Transition lead with reviewing, identifying and assessing emerging requirements, technologies, capabilities, concepts, tactics, and teaming relationships in areas related to technology transition and transfer
    10. Interacting with various stakeholders and functional heads to articulate needs, identify, raise and drive closure of issues

 

 

 

  1. Prepare timely and accurate reports and dashboards as required by the stakeholders
    1. Develop and maintain dashboards, project progress and reporting in line with the standards of transition methodology and business needs
    2. Ensuring all reports & dashboards are prepared as per stakeholder requirements as per the desired frequency (weekly/ monthly/ quarterly)
    3. Track and follow up with relevant stakeholder for timely updation and data management of transition parameters
    4. Maintain appropriate records of transition efforts, both successful and unsuccessful, to support overall program evaluations and lessons learned efforts
    5. Coordinate, draft, compile and prepare staff material, presentations, letters, memorandums, reports, or other documents related to the transition

 

  1. Stakeholder management
    1. Coordinate transition application efforts with appropriate stakeholders, and others who have a critical interest in or decision authority over the proposed transition
    2. Provide timely assistance in case of an escalation and support resolution of escalations/ issues

 

Stakeholder Interaction

 

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

Transition & Quality Head

 

Strategy and Governance

Functional Heads

Transition Solution Review assumptions and commitments, project execution

Delivery Teams

 

Transition projects

CIS, Risk & Compliance

Immigration policy and framework, compliances

Holmes Engineering

Deployment of technology

Clients/ Potential clients

Transition and showcase of transition capability

 

 

 

 

 

 

 

 

Display

 

Lists the competencies required to perform this role effectively:

 

  • Functional Competencies/ Skill

 

  1. Domain Expertise - Knowledge of various tools and statistical analysis methodology- Excel, Running Macros, Report Generation, Dashboards, WFM, 1X, HAD tools - Competent
  2. Systems Thinking - Understanding of the Wipro system (interrelatedness, interdependencies and boundaries) and perform problem solving in a complex environment - Foundation
  3. Leveraging Technology - In-depth knowledge of and mastery over technology domain that commands expert authority respect- Competent
  4. Business Knowledge - Understand the DO&P process and workflow, key terms and performance and financial parameters - Competent

 

 

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
    • Analytical Skills
    • Execution Excellence
    • Managing Complexity
    • Handling Pressure
    • Client centricity
    • Passion for results
    • Stakeholder Management

 

 

 

 

 

Deliver

 

No.

Performance Parameter

Measure

1.

Customer Centricity

CSAT (PCSAT & ACSAT top 2 Box) %  / NPS

Adherence to Program plan/charter specifically on services transition - Schedule, Quality, Efforts/Costs

Adherence to all customer contractual commitments related to Services transitions

Adherence to Services transition norms on all key performance metrics

2.

Presales & Delivery Excellence

100% compliance in Integrated Transition Framework (ITF) in all Solution Proposal construct

Demonstrate One Wipro by 100% usage of Integrated Transition framework

Integrated transition (across all LOBs) planning and status reporting to Internal management and customer using Digi-Q

Process Exceptions to be minimized by 100% compliance to the ITF

 

Transition Management

Job role

Work location

Pune

Department

Project & Program Management

Role / Category

Other Program / Project Management

Employment type

Full Time

Shift

Day Shift

Job requirements

Experience

Any experience

About company

Name

Wipro

Job posted by Wipro

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