Full Job Description
Role description • Leads the strategic and administrative aspects of delivery resource pools for respective horizontals for deployment on client projects
• Responsible for driving increased productivity, delivery excellence, and utilization Key responsibilities Ensure optimal utilization and delivery excellence across the serviced accounts
• Track tech's performance - ensure utilization and delivery performance metrics are maintained across all accounts
• Track overall horizontal utilization and virtual pool; final authority for exception approval and should keep track of all exceptions and improve billability commitments
• Track deployment of resources across billed assignments; monitor unbilled efforts & initiate corrective actions to prevent revenue leakage
• Review weekly fulfillment backlogs with staffing and workforce transformation group to reduce unstaffed demand and align with project start dates Manage the Horizontal resources to develop an engaged workforce through focus on employee engagement, retention, training etc.
• Manage hiring, retention, assignment decisions, performance feedback, and career development for horizontal resource pools
• Drive employee engagement and retention plans for the organization; develop attractive career development plans to ensure job enrichment & overall employee development
• Conduct periodic reviews and performance evaluation of Service Area heads and other resources to drive improvement through regular feedback
• Track attrition impact on key accounts and initiate targeted backfill or knowledge retention planning Responsible for development of workforce skills and capabilities
• Proactively develop and evolve workforce skills and capabilities to ensure market-ready workforce and in-line with qualified pipeline of opportunities
• Ensure requisite certification dissemination in-line with the growth and current delivery plans for the organization across all technicians and engineers
• Ensure regular training and skill development efforts across all horizontal resources Key Interfaces • Align with ADMs to manage customer satisfaction and resolve quality-related client
escalations regarding horizontal resources
• Approve external hiring requests for horizontal post seeking inputs from heads, HR & Finance
• Engage with WMG on technician bench rotation strategies and cross-utilization plans
• Work with HR to track resource metrics: ASAT, attrition, hiring Key Metrics KPIs
• Utilization %
• Productivity increases/savings from
process improvements/automation
• Resource management (Attrition %,
ASAT score) KRAs
• Span, pyramid, shoring and billability
• Talent (Training hours/employee,
succession planning)
• Resource cross-utilization rate across
verticals/accounts
