Global Practice Head – Utilities Customer Services
Wipro Limited
Bengaluru, IN
5d ago

About the Role :

Wipro Utilities Industry Domain & Consulting Practice is seeking a global practice head who is an experienced professional with deep understanding of Utilities Customer Care and Billing and Customer Experience domain, Industry leading Practices and solutions across multiple technology areas.

As a key leader of Wipro’s Utilities Industry Domain & Consulting team, the practice head will be responsible for identifying the market trends, its implications on the Utility customers, possibilities it creates for solution providers and finally translate these possibilities into tangible solutions.

He / she will be able to lead solutioning and also client engagements across consulting as well as lead large projects. Another key area of responsibility will be to the contribute to the growth of the Utility Domain & Consulting practice as well as development of solutions to solve pertinent problems of the business and build the traction in the market.

He / she should have considerable experience in helping large Utilities define their digital transformation agenda in their Customer Care & Billing line of business and also successfully achieved business outcomes through implementations.

As a Subject matter Expert in CIS and Cx domain which includes Digital Customer experience channels, CRM, Customer analytics you will work as a thought leader shaping the opportunities across existing clients as well as new prospects to help them transform their business processes.

You will develop, groom and lead the teams to define and lead those opportunities and engagements.

Key Skill- sets and experience in one or more of the following areas and associated technology systems

  • Customer Care and Billing
  • Customer Relationship Management
  • Customer Experience
  • Customer Omnichannel platforms
  • Customer advanced analytics
  • Responsibilities

  • Deep understanding of customer care & billing processes in the Utilities domain being up-to-date on market trends, implications, possibilities and tangible solutions
  • Shape up and define opportunities for consulting engagements
  • Lead the development of domain-led solutions during pursuits lifecycle
  • Lead consulting engagements and provide oversight with clients
  • Work with the wider team of consultants across domain and service lines to define and develop the solution and value proposition
  • Support account management and sales in various pursuits and meetings
  • Contribute to the growth of the domain consulting driven order booking and revenues
  • Manages ad hoc requests from clients and sales team across various consulting requests client requests and provides clients with feedback on feasibility and timelines.
  • Develop and support the Client presentations and deliverables for the projects.
  • Participate in the development of solutions for the Practice
  • Basic Qualifications :

  • Bachelor’s degree
  • Should have experience in building / leading a practice
  • Should have participated & led large scale implementations in the Customer Care & Billing space
  • At least 20 years of experience within the utilities industry and at least 15 years of consulting experience
  • Ability to travel internationally as required on short term
  • Preferred Qualifications

  • An MBA or equivalent advanced experience in Utilities and digital technologies
  • Demonstrated ability to deliver consulting and transformation programs
  • Past experience with top consulting / technology firms serving Utilities Industry
  • Good understanding of Data & Analytics, IoT areas
  • Good understanding of the regulations and know-how of Utilities industry

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