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Osasco, brazil - 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_dodelivery 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 customerdrive 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 slas, information securityprotocols and etc (all customers 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 customers 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 risksenable 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/ projectsdeploy 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.
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