Associate Director - Transition - BPO

Candidates must have transition experience for BPO Transitions with a combination of Customer Service operations (Ideal Tech support, help desk or Service Desk)

Position : Associate Director - Transition

Location : Hyderabad

Experience : 15 to 20 Years

Key Responsibilities :

- Responsible for end to end project life cycle from a transition and supportability perspective and ensure a smooth hand over to operations, starting from the supportability impact assessment and transition scope agreement to steady state and final hand over.

- Ensure Project is adhered to Transition and Supportability frame work through all the stages and life cycle of the project.

- Independently planning & executing multiple transition projects

- Build transition plans for business proposals at RFIs & RFPs

- Liaise with the internal stake holders & prepare detail transition plans for new wins

- Provide effective facilitation, tracking and reporting of projects to stakeholders as well as monitor and report on the success and areas of improvement of program/project transitions and supportability engagements through KPI monitoring.

- Manage steady state and get final sign off for the hand over to operations

- Operational responsibility will include grooming talent, managing large and growing teams, developing internal methodologies and continuously refining training.

- Ongoing process/productivity improvement, ensuring high levels of customer delight

- Client and SLA Management.

- Analyze trends, monitor resource efficiency and re-engineer process to increase effectiveness

- Ensure seamless Process transition