Stakeholder Interaction
Stakeholder Type
Stakeholder Identification
Purpose of Interaction
Internal
ADH
Delivery strategy and governance
Global Client Partner, Client Partner
Support sales in solutioning and project delivery estimation
Holmes RO
Automation initiatives within an account
BU Quality Team/ Central Quality Team
To deploy central quality policy and framework
Legal and Compliance
For contract management
CWMG, WMG
For fulfilment and demand forecasting
Talent Transformation Team, Competency Group
To deliver specific trainings, certification programmes
GIMS
For visa processing/ stamping
Internal audit team
Audit of various accounts as per compliance
Workforce transformation team
For multi-skilling of identified resources
Pre-sales team
For solutioning for an RFP/ client requirement
HRBP
To drive HR engagement activities and resolve people relatedissues
Finance team (BU/ SL)
For COD calculation, payment/ invoice management
Procurement team
For contract management (MSA and SOW)
External
Customers
To drive business growth and relationship management
Vendors/ Partners/ OEM’s/ Contract Manufacturers
For resourcing/ contracting, trainings, technology platforms,equipments etc
Display
Lists the competencies required to perform this role effectively:
Competency Levels
Foundation
Knowledgeable about the competency requirements. Demonstrates (inparts) frequently with minimal support and guidance.
Competent
Consistently demonstrates the full range of the competency withoutguidance. Extends the competency to difficult and unknown situations aswell.
Expert
Applies the competency in all situations and is serves as a guide toothers as well.
Master
Coaches others and builds organizational capability in the competencyarea. Serves as a key resource for that competency and is recognisedwithin the entire organization.
Deliver
No.
Performance Parameter
Measure
Delivery Management – Client satisfaction
PCSAT and ACSAT score, Brand score, no. of customer references, SDR/QBR %, Pulse % satisfied (top 2 box), Zero surprise delivery escalationfrom the customer
Delivery Management – operational efficiency
Contractual adherence %, Quality index, Utilization %, cost ofdelivery target, overdue indent, 100% SLA compliance, PEI % target, 100%usage of click to bill, % SAP loss for T&M projects
Delivery Management – Financials
Revenue target achievement, Operating margin %, leakage from OB torevenue, revenue per employee, CR realization target, process exceptionsto be minimized, bench cost % of total cost, underrun % target for FPPprojects, effort saving through NG-1, NG-2 initiatives
Capability Building
% attrition, critical talent attrition%, % trained on new age skills,% of team trained in necessary behavioural skills, diversity ratio, %localization targets by market, billable rookie ratio, rookie/NJNBassimilation TATs, offshore mix
Team Management
Team attrition %, Employee satisfaction score
Delivery Management
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