Location
Gurgaon | India
Job description
Role Purpose
The purpose of the role is to ensure updation and management of data related to client accounts (forecasting, scheduling and performance), provide timely & accurate analysis through MIS reports and dashboards to the external & internal stakeholders.
Do
- Develop and lead accurate MIS Management & Reporting within the Service Line
- Interact and work closely with management, internal stakeholders & clients to prioritize business and information needs
- Keep track and maintain a master view of the multiple reports, mapped to multiple stakeholders along with their frequency to ensure no report misses timeline or a stakeholder
- Develop and customize dashboards as per client requirements and establish frequency of reporting (weekly/ monthly/ quarterly)
- Closely monitor relevant data parameters (key SLA metrics such as run-rate etc.) to ensure timely updation and data management of such parameters
- Generate account level reports (billable and non-billable) on forecasting, scheduling (both onshore and offshore) and performance against SLAs, CSAT, Quality etc.
- Develop and implement standardized MIS procedures across all business applications.
- Review for quality assurance of all reports, dashboards, performance indicators to ensure accuracy and security of all reports at all times before sending it to client and or internal management
- Address and prioritize ad-hoc report requirements
- Ensure zero non-compliances on process audit on data security and compliance
- Enhance and maintain tools and systems for efficient MIS generation and reporting system
- Regularly monitor MIS tools and application and their performance to avoid unplanned outages and down times
- Perform periodic maintenance and servicing of MIS tools and system to improve operational efficiency
- Stay abreast of the trends, tools and systems available in the market for MIS generation to improve the quality of analysis
- Recommend and implement new technology solutions to improve team/ employee productivity.
- Review current processes for data gathering, analysis and reporting and suggest process improvements for increased team efficiency and cost effectiveness
- Ensure efficient allocation of work and drive capability within team
- Setup focused team resources to the respective client/ account basis expertise & experience
- Ensure team KPIs are assigned & delivered with timeliness & accuracy keeping the end results in mind
- Conduct training on MIS activities, tools, analytics and process knowledge to increase team expertise
- Mentor/ guide the team on the resolution of escalations or issues from the clients and internal functions
- Drive the focus of the team on quality and adherence to data security and compliance processes
- Responsible for invoice management across clients/ accounts
- Follow up or seek approval from management/ delivery to seek timely invoices as per contract
- Timely submission of invoices to the client as defined in the MSA and SOW
- Provide information required and resolve any invoicing issues raised by the client
- Team Management
- Resourcing
- Hire adequate and right resources for the team
- Talent Management
- Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
- Build an internal talent pool and ensure their career progression within the organization
- Drive diversity in leadership positions
- Performance Management
- Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
- Ensure that the Performance Nxt is followed for the entire team
- Employee Satisfaction and Engagement
- Lead and drive engagement initiatives for the team
- Track team satisfaction scores and identify initiatives to build engagement within the team
Stakeholder Interaction
Stakeholder Type | Stakeholder Identification | Purpose of Interaction |
Internal | SL Leadership, MIS Leadership | Daily Interaction & Reporting, governance |
Core Delivery Team & Operations (WFM, Delivery, Quality etc.) | Updation and management of data Understanding & Generation of MIS Reports & Dashboards |
Business Finance | Invoicing, MIS reports |
Talent Transformation Team, Competency Group | Plan and support delivery of Technical Trainings, knowledge sharing |
External | Clients/ Customers | To provide reports & dashboards as per the requirements from both 0n-offshore clients of Wipro |
Display
Lists the competencies required to perform this role effectively:
- Functional Competencies/ Skill
- Domain Expertise – Knowledge of various tools and statistical analysis methodology- Excel, Running Macros, Report Generation, Dashboards, WFM, 1X, HAD tools - Master
- Systems Thinking – Understanding of the Wipro system (interrelatedness, interdependencies and boundaries) and perform problem solving in a complex environment - Competent
- Leveraging Technology – In-depth knowledge of and mastery over technology domain that commands expert authority respect– Expert
- Business Knowledge – Understand the DO&P process and workflow, key terms and performance and financial parameters – Expert
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 recognised within the entire organization.
- Behavioral Competencies
- Project Management Skills
- Analytical Skills
- Execution Excellence
- Managing Complexity
- Handling Pressure
- Client centricity
- Passion for results
- Nurturing people
- Stakeholder Management
Deliver
No. | Performance Parameter | Measure |
1. | MIS Management and Reporting | Quality of Analysis Zero errors in reports Zero non-conformance on timelines with respect to the client/ stakeholder requirements |
2. | Stakeholder Management | Customised dashboards as per client and functional requirements Zero or planned outages Zero escalations on data reporting Resolution of escalations Zero non-conformance on security or compliance requirements |
3. | Team Management | Team attrition %, Employee satisfaction score |
MIS (Ops)
Job tags
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