WNS - Transition Manager - General/Personal Insurance Process

Location : Pune - Weikfield

Role : Transitions Manager - General/Personal Insurance Process

- 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

Job Responsibilities :

- Successful management of large/multiple transitions of clients processes in the INSURANCE (General/Personal insurance domain).

- Compliance and continuous improvement to the WNS Transition Methodology

- Thorough project planning and reporting to clients, internal stakeholders and transition leaders

- Thorough and proactive project tracking - Risk, Issue, escalation and milestone management

- Identify areas for efficiency improvement and implementing the same

- Build close rapport with key internal stakeholders and clients

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

- Respond to RFI/ RFPs along with the solutions team

Qualification and Work Experience :

- At least 8-10 years of experience in a BPM / BPO company, demonstrated hands on experience in driving in successfully delivering / leading multi-dimensional INSURANCE process transitions

- At least 3 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, particularly for INSURANCE processes (e.g. workflow, workbench, scanning, ERP, outbound dialers, etc)

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

- 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