Deputy General Manager - Transition - Contact Center Operations

Transition

1. Migration Management - Accountable for achieving all migration related performance metrics like Voice of Customer scores, adherence to methodology, conformance to tollgates/milestones and project plan, successful process transitions, risk management and audit compliance.

2. Methodology Management - Responsible for all aspects of the Migration Methodology implementation that includes development of execution templates, change management methodology and related communication management (e.g. maintenance of document repository, query resolution, version control etc.)

3. Risk Management - Perform periodic program and project risk assessment and implement appropriate risk mitigation strategies.

4. Relationship Building - Manage client relationship through the transition phase in terms of expectation management, benchmarking thresholds for key performance measurements and ensuring on-time and successful project delivery.

5. Best Practice Sharing - Responsible for sharing Best Practices across all new projects

Transitions Job Summary / KRAs:

1. Solution Design - Architect competitive, winnable and achievable transition solutions, deal shaping, differentiate our solution and value proposition

2. Program Management - Successful completion of the assigned projects implementation, timeliness of individual projects go live on time, project implementation within budget without any cost creep and adhere the transitions methodology

3. Financial Management -Transition budget estimation, managing project within budgets

4. Client Management - Effectively manages customer communication & expectations and resolution of specific customer issues

5. Process and Metrics management - Monitoring of key indicators across all deliverables and provide meaningful analysis and reports. Facilitate development and implementation of critical to quality measurement indicators at various levels focused on customer requirements

6. Continuous Improvement- Constantly explore opportunities of reducing cost & timelines without any impact on the output. Evaluate and implement new ideas/tools to derive optimal results

10+Yrs Years, Core Transitions, Project Management, Program management

BPO / Call Centre / ITES- Domain Insurance Preferred