Sr. Consultant - Transitions (CII): Program Manager Role
No. of Positions: 1
Location: Pune
Domain Orientation:
All migrations / transitions at WNS is supported by a central transitions team called the - Global Project Management Office- . The principle role of this team is to manage, own and act as a custodian for all transitions that take place across the length and breadth of the organization for all geographies. Transitions commence once a new project has been signed-off and ends when all processes of that project have gone live, stabilized and all client deliverables, goals and metrics have been achieved. Additionally, this team is also responsible for creating customized solutions and pricing for RFP and deal pursuits
Work Experience:
- At least 12-14 years of experience in a BPM / BPO company
- Demonstrated hands on experience in driving in successfully leading large multi-dimensional transitions
- At least 5 years of intense customer facing roles
- Managed / liaised with IT Projects teams to deliver the technology and enabling tool as part of transition project deliverables
Qualifications and skills
Core:
Excellent project management skills applied to wide range and number of project types, complexities, domains and geographies
Self-starter, independent, initiator, strong organizational, presentation, interpersonal and consultative skills is a must
Strong CRM skills with key domain experience in travel, shipping and F&A transitions
Deep understanding of the different aspects of BPO business - QA, MIS, SLA, Base-lining, etc
PMP or other project management certification is a plus
Knowledge and/or experience or certifications in Six Sigma or Green belt / black belt is a plus
Supplemental:
Maintaining an established work schedule and strong work ethic
Very strong analytical, planning, organizational, and time management skills
Strong research skills including gathering and analyzing data from multiple sources
Effective reporting and documentation skills
Ability to maintain discretion and confidentiality
Working in a cross-functional team and environment
Financial acumen
Interpreting and applying rules, regulations, policies, and procedures
Technology and system orientation
Effectively using interpersonal and communications skills including tact and diplomacy to network with entire organization and get things done by building bridges
Effectively using organizational and planning skills with attention to detail and follow through
Job Responsibilities:
- Lead large/multiple transitions of clients- processes
- Thorough project planning and reporting to clients, internal stakeholders and transition leaders
- Thorough and proactive project review - Risk, Issue, escalation and milestone management
- Identify areas for efficiency improvement and implementing the same
- Build close rapport with key internal stakeholders and clients
- Manage project escalations and conflicts in projects
- Mentor and coach direct reports to aid in their development
- Strong focus on positive transition outcomes:
Project Financials (people, technology, infrastructure, etc.) - balance risks with speed of execution
Customer Experience - understand client needs, wants and expectations and manage them effectively
Metrics Delivery - Setup metric deliverables and reporting effectively to ensure visibility and achievement of goals from day 1 of go-live
- Required to lead multiple initiatives / projects concurrently (where applicable)
- Compliance and continuous improvement to the WNS Transition Methodology
- Respond to RFI/ RFPs along with the solutions team
- Able to take on additional responsibilities in the transition function (e.g. capability building)
Diversity Initiatives
Inclusion Network: Shine Network
This is an inclusive business network for our LGBTQ+ community and it is all about breaking down barriers of difference and connecting people. Shine celebrates each person’s uniqueness, regardless of sexuality, race, gender, religion...........See More
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