The purpose of the role is to liaison and bridging the gap between customer and Wipro delivery team to comprehend and analyze customer requirements and articulating aptly to delivery teams thereby, ensuring right solutioning to the customer.
Do
Customer requirements gathering and engagement
Interface and coordinate with client engagement partners to understand the RFP/ RFI requirements
Detail out scope documents, functional & non-functional requirements, features etc ensuring all stated and unstated customer needs are captured
Construct workflow charts and diagrams, studying system capabilities, writing specification after thorough research and analysis of customer requirements
Engage and interact with internal team - project managers, pre- sales team, tech leads, architects to design and formulate accurate and timely response to RFP/RFIs
Understand and communicate the financial and operational impact of any changes
Periodic cadence with customers to seek clarifications and feedback wrt solution proposed for a particular RFP/ RFI and accordingly instructing delivery team to make changes in the design
Empower the customers through demonstration and presentation of the proposed solution/ prototype
Maintain relationships with customers to optimize business integration and lead generation
Ensure ongoing reviews and feedback from customers to improve and deliver better value (services/ products) to the customers
Engage with delivery team to ensure right solution is proposed to the customer
Periodic cadence with delivery team to:
Provide them with customer feedback/ inputs on the proposed solution
Review the test cases to check 100% coverage of customer requirements
Conduct root cause analysis to understand the proposed solution/ demo/ prototype before sharing it with the customer
Deploy and facilitate new change requests to cater to customer needs and requirements
Support QA team with periodic testing to ensure solutions meet the needs of businesses by giving timely inputs/feedback
Conduct Integration Testing and User Acceptance demo's testing to validate implemented solutions and ensure 100% success rate
Use data modelling practices to analyze the findings and design, develop improvements and changes
Ensure 100% utilization by studying systems capabilities and understanding business specifications
Stitch the entire response/ solution proposed to the RFP/ RFI before its presented to the customer
Support Project Manager/ Delivery Team in delivering the solution to the customer
Define and plan project milestones, phases and different elements involved in the project along with the principal consultant
Drive and challenge the presumptions of delivery teams on how will they successfully execute their plans
Ensure Customer Satisfaction through quality deliverable on time
Build domain expertise and contribute to knowledge repository
Engage and interact with other BA's to share expertise and increase domain knowledge across the vertical
Write whitepapers/ research papers, point of views and share with the consulting community at large
Identify and create used cases for a different project/ account that can be brought at Wipro level for business enhancements
Conduct market research for content and development to provide latest inputs into the projects thereby ensuring customer delight
Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
Pre-sales team
For solutioning for an RFP/ client requirement
Principal Consultants
Governance and to discuss and drive business requirements and growth
Testing team/ QA
For quality checks and continuous analysis to ensure seamless delivery
Delivery team
For product solutioning and developing systems and processes
Client partners/ sales team
For any lead generation
External
Consulting Partners
Coordinating for consulting solutions and continuous support
Customers
To provide them with right solution and ensure customer satisfaction & engagement
Display
Lists the competencies required to perform this role effectively:
Functional Competencies/ Skill
Domain/Industry Knowledge - Awareness and knowledge of broad economic, demographic, technological and global trends in the IT industry - Expert
Leveraging Technology - Knowledge of current and upcoming technology (automation, tools and systems) to build efficiencies and facilitate the process of providing solutions for problems and opportunities - Competent
Process Excellence - Execute projects with end-outcome and process focus, along with understanding of end to end delivery processes and its governance - Competent
Documentation and research orientation - Ability to articulate the requirements apply & document them and perform market/ secondary research on the new upcoming areas of expertise - 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
Problem solving and decision making
Execution excellence and passion for results
Passion for results
Relationship Building
Teamwork
Managing complexity
Effective communication
Deliver
No.
Performance Parameter
Measure
Customer Engagement and Delivery Management
PCSAT, utilization % achievement, no. of leads generated from the business interaction, no. of errors/ gaps in documenting customer requirements, feedback from project manager, process flow diagrams (quality and timeliness), % of deal solutioning completed within timeline, velocity generated,
Knowledge Management
No. of whitepapers/ research papers written, no. of user stories created, % of proposal documentation completed and uploaded into knowledge repository, No of reusable components developed for proposal during quarter
