Role Description
Role Proficiency:Under guidance deliver large and complex programmes within budget and schedule to meet outcomes as outlined.; adhering to defined processes and quality standards for a portfolio with TCV of $3-5 mil. Responsible for tracking operational and logistic decision making and implementing a robust governance model involving internal and customer stakeholders.
Outcomes
- Drives adoption of well-established delivery plans standards processes best software engineering practices right infrastructure RACI matrix and RAID Log to deliver high quality solutions to UST customers
- Provide thought leadership to create a culture of innovation within the teams and develops innovative solutions to problems without precedent that improve business performance and contributes to organization goals
- Manages the P&L of a portfolio with TCV of $3-5 mil
- Support the portfolio (under direct span) growth objective of 10-15% YoY
- Implement plans for a programme of digital transformation focusing on service improvements and value-adds; proposing innovative ideas to the customer beyond standard delivery
- Build/Manage a span of control of 60 – 100 associates; providing individual and team mentoring ensuring high levels of team engagement and developing capabilities within team function and organization
- Improve and optimize the overall delivery process within budget
- Apply financial levers to improve the cost of delivery and thereby cater to or improve engagement level profitability
- Engage/work with key client stakeholders and drive through the end-to-end requirements of the delivery; ensuring customer expectations are met
- Conduct periodic reviews; tracking delivery milestones and processes. Make decisions and recommends approach based on the results from the reviews
- Ensure effective participation in SteerCo meetings
Measures Of Outcomes
- Revenue (Targets vs. Actuals)
- Profitability (Targets vs. Actuals)
- Digital Services Mix (Targets vs. Actuals)
- Services Penetration Mix (Targets vs. Actuals)
- Transformational Value Delivered to Client (as defined)
- Customer Satisfaction
- People Satisfaction
Outputs Expected
Domain / Industry Knowledge:
- Forecast the overall business requirements and market trends
- Have meaningful conversations with key client stakeholders interpret the data and enhance the quality of the proposed solution
- Make useful recommendations based on existing gaps and recommend specific UST services / solutions
- Manage domain related project management issues in multiple projects
- Validate roadmap for customer strategy
- Review to contextualize the solution to the industry
Technology Concepts
- Recommend appropriate framework approach and solutions to meet the functional and non-functional requirements
- Identify technologies and products relevant to UST in the short term (1 to 2 years)
- Guide solution response team
- Guide team evaluate work products and connect to technology officers in customer organization
- Identify and leverage the most appropriate tools
Profitability Management
- Create profitability sheet based on resource plan
- Enable outcome-based pricing
- Present analysis to senior management
- Create cost benefit model using ROI IRR and other management concepts
- Track and monitor profitability of projects on an ongoing basis
- Change pyramid rate changes and other onshore / offshore changes
- Improve project margins utilization and reduce buffers to control project expenses
Pricing & Licensing Models
- Create an integrated pricing model
- Guide team members to apply pricing techniques
- Interact with relevant stakeholders during deal process
- Compare contrast and choose suitable commercial models among those practiced in the industry
- Optimize key levers of the business model to make the commercial proposal competitive
Account Management Processes And Tools
- Prepare internal reports
- Manage at least 1 account ($3-5 mil) independently including responsibility for top line and bottom-line targets; manage customer relations
- Work independently with account teams in mining account(s)
- Provide support to the specialist to create an account plan aligned to customer needs UST approaches and strategies
Project Management
- Plan and manage large and complex projects as defined within UST
- Identify risks and mitigation strategies on an ongoing basis and implement the same for large / complex projects
- Proactively anticipate the risks and identify avoidance / mitigation strategies on an ongoing process
- Monitor complex integration / interdependence across work streams within the span of the project
- Implement best practices with measurable business value adds
- Set quality goals and processes
- Influences project strategy by proposing new or alternative solutions while being proactive in identifying issues and resolving them; balancing effectiveness and efficiency.
Team Management
- Effectively manage the managers
- Resolves team conflicts with a proven ability to implement and communicate difficult decisions
- Maintains positive business relationships among internal stakeholders
- Demonstrates approachability and transparency in working with the team
Stakeholder Management
- Manages escalations from customers by providing frequent updates to both UST and customer leadership on resolution progress
- Plans and supports vendor/partner management activities– vendor/partner assurance procurement invoice approvals
- Ensures invoicing on time and collection of payments from customers
Estimation And Resource Planning
- Consolidate estimates at a solution level evaluate risks and validate estimates from a technical standpoint with assumptions scope and boundaries defined
- Review validate and negotiate estimates across service lines
- Conduct resource planning (pyramid people development) at a project level based on project requirements
- Conduct impact analysis for changes and analyse corresponding impact to overall estimates resource loading
- Review project scope and schedule in project plan
Knowledge Management (KM)
- Ensure that the KM plan / platform exists for all new joiners to the engagement
- Harness project level learning's across the engagement
- Promote continuous knowledge management
- Define and improve Knowledge Management Effectiveness for the engagement
Requirements Management
- Identify deviations in requirements gathering process with the customer
- Leverage UST capabilities experience to identify solution accelerators and value adds to the customer
- Assess the quality content and coverage of the requirements gathered
Solution Structuring
- Customize UST service offerings for customer needs
- Provide thought leadership based on the pattern to come up with additional service offerings
- Carve out complex solutions / POCs for a customer based on their needs
- Recommend technology specific accelerators / tools for the overall solution along with optimal features e.g. time savings cost benefits
- Build strategies standards and guidelines for existing services
Benefits Management
- Identify track and report SMART benefits for a program
- Identify impact of the program to various stakeholders
- Identify impact of program environment changes to the benefits
- Measure and report outcomes on a defined frequency
- Devise an action plan if there is a risk of not realizing desired benefits
- Steer the program towards the desired vision with sustained and timely realization of benefits
Undefined
- Steer the program towards the desired vision with sustained and timely realization of benefits
Skill Examples
- Account strategy planning
- Identify project risks and define action plans to mitigate
- Define a project plan by breaking it down into individual project tasks
- Communicate project progress to all relevant parties reporting on topics such as cost control schedule achievements quality control risk avoidance and changes to project specifications
- Delegate tasks and manage team member contributions appropriately
- Manage external contracted resources to achieve project objectives
- Optimise project portfolio timelines and delivery objectives by achieving consensus on stakeholder priorities
Knowledge Examples
- Project methodology including approaches to define project steps and tools to set up action plans
- Technologies to be implemented within the project
- Company business strategy and business processes
- Development and compliance to financial plans and budgets
- IPR principles and regulation
- Structured project management methodologies (e.g. agile techniques DevOps)
Additional Comments
Job Description - The Delivery Manager is responsible for leading and managing the evaluation, recommendation, establishment, implementation, and analysis of new and improved production workflows, work processes for systems, reporting, and new products/programs to improve customer service levels, team performance, employee engagement and overall quality. RESPONSIBILITIES/TASKS:
- Primary focus is to manage the client implementation (end to end phases) for various Healthcare customers by working with various departments and projects teams
- Manages the planning, coordination, development, and implementation of approved projects which are Divisional and/or Corporate in scope, to enhance the overall efficiency of procedures, methods, controls, and performance.
- Managing healthcare policies and procedures ensuring best practices are followed.
- Finding innovative ways to optimize the level of healthcare while also reducing the cost
- Developing departmental goals and objectives for employees
- Recruiting, training, and supervising the employee performance
- Represents department and division as requested on work groups and special assignments.
- Develops and maintains an effective working relationship with customers and/or partners.
- Participates in development of annual departmental budget, monitors budget, and identifies budget discrepancies. healthcare client implementation in claims and administration products. EMPLOYMENT QUALIFICATIONS:
- Bachelor’s degree in human resources, Business, Management, or a relevant field
- Experience in defining performance matrix and implementing employee engagement activities
- Proficiency in Microsoft Office suite
- Outstanding written and verbal communication skills
- Knowledge of/experience with Healthcare Claims and Administration of Products
Skills
Implementation,Delivery Management,Healthcare
