Job Description:

Role Summary:

- Set of responsibilities & expected results associated with this role.

- Understand the customer process & success fully Transition the same to the outsourced

- Clearly define a project's objectives, scope & deliverables

- Estimate and plan personnel, equipment and financial resources

- Develop meaningful and workable project plans

- Handle conflict and change management effectively

- Identify, communicate and manage the risks associated with the project

- Ensure adherence to iQMS standards, establish audit trail for all the work done

- Regularly and professionally report project activities, deliverables and milestones to management

- Manage transition cost

Key Relationships with other functions/teams:

- Have to maintain day to day working relationship with all support functions, stakeholders and leadership team

Job Description:

Tasks, functions, and responsibilities associated with this job.

Knowledge &Skills :

- Knowledge of BPS Industry and Practices (Must Have)

- Project Management Tools & Techniques, PMP,Prince II (Preferred)

- Knowledge and application experience of BPO Transition frameworks (Must Have)

- Exposure to business process Quality Management framework, ex. Agile, Six Sigma or LEAN (Preferred)

- Proficiency in MS office tools like Project, Excel, Visio, PowerPoint & Word (Must Have)

- In-depth knowledge of technology solutions related to BPS solutions around imaging and workflow (Preferred)

- Good written and verbal communication skills (Must Have)

- Willingness to work in flexible shifts and more often in Night shifts to interact with Client teams based in global locations.(Must Have)

- Possesses Passport (Must Have) & US/UK/Schengen VISA (Preferred) as job involves extensive travel and extended stay away from home country..

Transition Ownership:

- Analyzes client business processes on off-shoring and develops transition plan for identified processes. Ensures maximum value to client & while doing the same.

- Creates an effective project team with appropriate team composition

- Ensures required resources are arranged for transition-related training delivery

- Escalation Management-Interacts with stakeholders in infrastructure services, administration, etc to ensure appropriate connectivity and software installation, hardware and such other resources / logistics

- Monitors through effective dashboards the overall functioning of processes, identifies improvement areas and implementing adequate measures to maximize customer satisfaction levels during the transition phase

- Monitors Voice of Customer as captured during transition phases

- Ensure business operational design are reviewed and appropriate measurement systems are put in place to capture operational metrics

- Serves as the point of escalation for customers in transition-related matters (related to methodology validation, transition milestones, staffing, training, etc.)

- Ensure the process through transition, piloting and finally handing over to service delivery team in the Business As Usual (BAU) mode as per deadlines

Risk Assessment and Mitigation:

- Does risk assessment as required

- Develops appropriate business continuity plans & communicates the same to stakeholders

Talent Sourcing & Learning Support:

- Provide definite skill set & job descriptions, explain the same to HR, Delivery and L&D

- Provide pre-process training content to L&D

- Participates in learning sessions to share one's own expertise in process / domain / management scope as required

Business Development Support:

- Create domain based Collateral and artifacts that will be used for customer presentations/source

- Provides input for RFIs / RFPs with a focus on creating business value for client through a consultative relationship with client / geography sales teams / delivery managers

- Manages client visits / floor walks to delivery site & appropriately projects delivery capabilities

Qualifications:

Educational, Technical & Vocational Qualifications required performing this role.

Minimum graduation (Science / Engineering / Finance). A Master's degree would be a plus.

Experience:

No. of months/years of experience required to perform specific tasks. (Please specify the duration and task).

10 to 20 years of Transition experience. Should have experience in BPS Transition.

Behavioural Competencies

Please choose the Behavioural Competencies required to perform this role.

Behavioural Competency