Proficiency: 

Julia Dean Leads and manages an account or portfolio of accounts in the range of 3-5 Mn; influencing customer’s IT strategy by proposing new or alternative solutions. She develops and maintains positive business relationships and trust among client stakeholders at C-1 level and other project owners; ensuring revenue growth, profitability, and client satisfaction for the account.

Outcomes:

1.           Build, maintain and manage relationship with key stakeholders and decision makers within customer organization. Leverage the relationship to understand client problems in advance and develop UST Business

2.           Work with Client Partner and/or Account Manager II to create and manage Account Operating Plan in alignment with organizational and account goals.

3.           Develop strong understanding of customer’s business needs. Identify customer problems and needs, especially digital transformation requirements; providing thought leadership and solutions, which eventually brings in more revenue for UST Global.

4.           Lead and manage teams across various techno-functional streams within the account, ensuring employee engagement and productivity. Predict and manage attrition in critical roles

5.           Take overall responsibility for Account/Service delivery outcomes, including finance and resource management. Work beyond account boundaries, managing internal stakeholders to meet the account goals of revenue, profitability and customer satisfactionTypical performance measures:

1.           Revenue (Targets vs. Actuals)

2.           Profitability (Targets vs. Actuals)

3.           Digital Services Mix (Targets vs. Actuals)

4.           Services Penetration Mix (Targets vs. Actuals)

5.           Transformational Value Delivered to Client (as defined)

6.           Customer Satisfaction [Net Promoter Score – 9]

7.           Annual CSAT

8.           People Satisfaction [Skip Level Meetings and 360 Feedback]Performance Areas:

Business Development leveraging Domain / Industry Knowledge

1.           Forecast the overall business requirements and market trends

2.           Demonstrates business acumen; shapes and articulates strategic direction on new relationships and translates strategy to results

3.           Have meaningful conversations with key client stakeholders, interpret data and enhance the quality of the proposed solution

4.           Make useful recommendations based on existing gaps and recommend specific UST services and solutions. Capture value adds for each opportunity, track and report against the same

5.           Manage domain related project management issues in multiple projects

6.           Validate roadmap for customer strategy

7.           Review to contextualize the solution to the industry      

Business Development leveraging Technology Concepts

1.           Recommend appropriate framework, approach, and solution to meet the functional and non-functional requirements

2.           Leverages UST’s products and service capabilities to build solutions for the customer

3.           Identify technologies and products relevant to UST in the short term (1 to 2 years)

4.           Guide solution response team

5.           Guide team, evaluate work products, and connect to technology officers in customer organization

6.           Identify and leverage the most appropriate tools

Relationship Management

1.           Maintains regular communication with customer / partner / supplier and addresses needs through empathy with their environment

2.           Influences IT strategy of client by proposing new or alternative solutions and balancing effectiveness and efficiency.

Profitability Management

1.           Create profitability sheet based on resource plan

2.           Do outcome based pricing [80% of engagements to be on fixed price or outcome based)

3.           Present analysis to senior management

4.           Create cost benefit model using ROI, internal rate of return, and other management concepts 

5.           Track and monitor profitability of projects on an ongoing basis

6.           Change pyramid, rate changes and other onshore / offshore changes             

Pricing & Licensing Models

1.           Create an integrated pricing model

2.           Guide team members to apply pricing techniques

3.           Interact with relevant stakeholders during deal process

4.           Compare, contrast and choose suitable commercial models among those practiced in the industry

5.           Optimize key levers of the business model to make the commercial proposal competitive

Account Management Processes and Tools

1. Contribute to account AOP with intimate knowledge of client 2. Own relationships with all client stakeholders 3. Prepare internal reports 4. Manage at least 1 account independently including responsibility for top line and bottom line targets; manage customer relations 5. Work independently with account teams in mining account(s)

6.           Provide support to the specialist to create an account plan aligned to customer needs and UST approaches and strategies

7.           Carries out periodic internal management reviews and quarterly business reviews. Revise rules and choose standards based on finding and inputs

8.           Implements plans for a programme of digital transformation. Manages transformation programs such as legacy migration to cloud.

9.           Orchestrates projects to develop or implement new, internal or externally defined processes to meet identified business needs.

10.         Defines activities, responsibilities, critical milestones, resources, skills needs, interfaces and budget, optimises costs and time utilisation, minimises waste and strives for high quality. [measure annual CSAT through third party]

Project Management

1.           Plan and manage large and complex projects as defined within UST

2.           Identify risks and mitigation strategies on an ongoing basis and implement the same for large / complex projects

3.           Proactively anticipate the risks and identify avoidance / mitigation strategies on an ongoing process

4.           Monitor complex integration / interdependence across work streams within the span of the project

5.           Implement best practices with measurable business value adds

6.           Set quality goals and processes

Estimation and Resource Planning

1.           Consolidate estimates at a solution level, evaluate risks and validate estimates from a technical standpoint; with assumptions, scope and boundaries defined

2.           Review, validate and negotiate estimates across service lines

3.           Conduct resource planning (pyramid, people development) at a project level based on project requirements

4.           Conduct impact analysis for changes and analyse corresponding impact to overall estimates, resource loading

5.           Interact with first level of stakeholders and finalize the project scope

6.           Review project scope and schedule in project plan         

Knowledge Management (KM)

1.           Ensure that the KM plan / platform exists for all new joiners to the engagement

2.           Harness project level learning's across the engagement

3.           Promote continuous knowledge management

4.           Define and improve Knowledge Management Effectiveness for the engagement

Requirements Gathering & Analysis / Requirements Management

1.           Identify deviations in requirements gathering process with the customer

2.           Leverage UST capabilities and experience to identify solution accelerators, and value adds for the customer

3.           Assess the quality, content and coverage of the requirements gathered

Solution Structuring

1.           Customize UST service offerings for customer needs

2.           Provide thought leadership based on the pattern to come up with additional service offering

3.           Carve out complex solutions / POCS for a customer based on their needs

4.           Recommend technology specific accelerators / tools for the overall solution along with optimal features e.g. time savings, cost benefits

5.           Build strategies, standards and guidelines for the existing service

Benefits Management

1.           Identify, track and report SMART benefits for a program

2.           Identify impact of the program to various stakeholders

3.           Identify impact of program environment changes to the benefits

4.           Measure and report outcomes on a defined frequency

5.           Devise an action plan if there is a risk of not realizing desired benefits

6.           Steer the program towards the desired vision with sustained and timely realization of benefits

Skill Examples:

1.           Impact and Influence

2.           Relationship building (customer and internal)

3.           Account strategy planning

4.           Identify project risks and define action plans to mitigate

5.           Define a project plan by breaking it down into individual project tasks

6.           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

7.           Delegate tasks and manage team member contributions appropriately

8.           Manage external, contracted resources to achieve project objectives

9.           Optimise project portfolio timelines and delivery objectives by achieving consensus on stakeholder prioritiesKnowledge Examples:

1.           A project methodology, including approaches to define project steps and tools to set up action plans

2.           Technologies to be implemented within the project

3.           Company business strategy and business processes

4.           Development and compliance to financial plans and budgets

5.           IPR principles and regulation

6.           Structured project management methodologies (e.g. agile techniques, DevOps)