Senior Director - Transitions & PMO - BPO

Preferable Industry Exposure : BPO - customer facing, project management, operations. Required to have work experience with best in class 3rd party BPOs

Role Summary :

As one of the key leaders in the transition function, the role has a very degree of impact to our overall performance. We are looking for a thought leader who will bring best practices on board and look at strategic opportunities, instead of focusing only on transition execution.

Key Performance Areas :

- Delivery high-impact improvement projects to make transitions more effective, faster/ better/ cheaper.

- Ensure these improvement projects are having a real impact on actual transitions - ensure adoption of improvement initiatives

- Train and mentor transition team members to improve functional performance

- Review current measurement system and improve

- Identify internal issues that are impediments to great performance, and solve for them

- Building transition solution for new opportunities - RFIs/ RFPs

Experience Profile :

- Demonstrated ability to bring about systemic, sustainable change/ improvement

- Thought leadership to carve out themes and opportunity areas instead of focusing on solving for transactional issues

- Focus on continuous improvement - should be data-centric in problem solving approach.

- Formal certifications like Six Sigma Green Belt/ Black Belt are not mandatory, but are very strongly preferred.

- Deep transition experience - handled multiple, large transitions with different levels of complexity

- Handled a team of high performing/ high ambition Transition Managers

- Strong Project Management skills

- Deep understanding of the different aspects of BPO business in QA, MIS, SLA, Base-lining, etc.

- Strong focus on deliverables - do whatever it takes to meet timelines and quality of deliverables

Behavioral Indicators :

- Hands-on, not a delegator

- Should be at least GB certified, preferably BB or MBB trained/ certified

- Should have worked in 2-3 companies, so has an understanding of different cultures and best practices

- Self-starter, self-driven, - can do- attitude

- Looks for improvement opportunities, balances quest for perfection with getting things done

a) Ability to network with entire organization, specially senior stakeholders and get things done by building bridges

b) Ability to do lot of multitasking as and when required

c) Calm under pressure

- Data centric, makes data-backed decisions

- Acts as a coach

Technical Skills :

- Expertise in project management tools and methodologies. Should be very proficient in MS Project