Automation Director

2 weeks ago


Toronto, Ontario, Canada Wipro Limited Full time
Job Description

Role Purpose

The purpose of this role is to lead various automation initiatives within a Business Unit (BU) to enhance client engagement.

Key Responsibilities

  • Develop and implement automation roadmaps and strategies for various BUs.
  • Ensure a thorough understanding of requirements needed to implement automation for various accounts in BUs.
  • Shortlist accounts based on their size and ability to accommodate automation maturity.
  • Drive automation maturity in shortlisted accounts to the next level.
  • Align customers with Wipro's capabilities to drive automation and achieve ROI.
  • Ensure contractual commitments are met by understanding scope and requirements.
  • Implement necessary software and infrastructure for automation.
  • Establish scalable standards for dashboards and process support systems.
  • Review and resolve complex escalations related to operations, production, quality control, schedules, and maintenance.

Requirements

  • Develop and review Account Automation Plans for each account in consultation with account partners and delivery teams.
  • Identify capability gaps within the team and recommend improvements.
  • Manage access control to protect sensitive project information.
  • Maintain customer relationships and derive maximum customer references.
  • Review project status completion against project plans and ensure successful rollout.

Stakeholder Interaction

Internal:

  • Account Automation RO Champion: Overall client management and BOT implementation at the client end.
  • Holmes Engineering Team: Coordinate BOT development and implementation at the client end.
  • Account Delivery Team: Ensure on-time project delivery.
  • ADH/VDH: Project governance and issue resolution.

External:

  • Customer: Provide apt solutions and support as per requirement.

Competencies Required

Functional Competencies

  • Leveraging Technology: Current and upcoming technology expertise, programming skills in automation, tools, and systems.
  • Process Excellence: Ability to follow standards and norms to produce consistent results.
  • Technical Knowledge: BOTs, SOW, contractual terms, application services, infrastructure services support, IT services management, RPA tools.

Behavioural Competencies

  • Excellent Communication.
  • Analytical Mindset.
  • Problem Solving Approach.
  • Managing Complexity.
  • Client Centricity.
  • Execution Excellence.
  • Passion for Results.

Performance Parameters

  • Client Engagement: CSAT, Customer Reference, Customer Solutions, Mean Time to Resolve Customer Issues.
  • BOT Implementation: Work done by bots for platform/non-platform accounts, Number of Platform Accounts per DU.


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