PEX Manager

Job Description

Role Purpose

1. Lead consulting assignments and deliver business value to the customers through quality initiatives.
2. Support process excellence initiatives and drive improvement projects in a complex and fast paced environment.
3. Drive benchmarking and best practices deployment across accounts.
4. Identifying process gaps & improvement opportunities to infuse efficiency and effectiveness into business processes.
5. Understand potential customer dis-satisfaction drivers and proactively mitigate any CSAT risks.
6. Work closely with customers and operations leadership team to identify improvement opportunities and drive them to closure.
7. Drive projects to improve and maintain the profitability of the process.
8. Leading and ensuring governance for Quality/ Process Excellence initiatives for Large Engagements.
9. Drive a culture of process improvement using tools like Six Sigma, Lean and Kaizen.
10. Drive standardization practices and ensure strict compliance in internal and client defined processes.

Ensure all process metrics are met

.

• Drive quality culture within the accounts
  • Provide training to the account teams on the floor on Lean and Six Sigma so that they can deploy them to improve efficiency
  • Lead initiatives such as Pragati program to motivate account teams to do small and incremental improvements
  • Conduct preassessment and assessment for any RPA initiative within DOP or for an external client
  • Drive Lean and Six Sigma projects and track tangible and intangible benefits under Business Value Meter (BVM) and highlight it to the clients

• Thought Leadership
  • Publish papers and undertake speaking assignments to showcase Wipro capability
  • Present projects for various Quality awards related to RPA, Innovation, Six Sigma, Lean etc.
  • Build networks and connects with the industry bodies to know the best practices and showcase Wipro DOP

Deliver

No

Performance Parameter

Measure

1

Customer centricity

CSAT, NPS, EWS for Risks, No escalations

2

Delivery

CPMs are met

3

Continuous Improvements

BVM â€" tangible annual realized revenue

4

Consulting

Billable/ non-billable RPA, feasibility for automation %, application for automation

5

Thought Leadership

Papers published, speaking assignments undertaken

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