Automation Director
2 weeks ago
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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