Manager - Transitions

Position Summary :

- Manage different - End-to-End- transitions for the organization

For international (overseas - mainly US and UK based) and / domestic (India based)

Roles and Responsibilities :

- Manage Services Solutioning in the area of transition

- Work on End to End shared services transitions of International Business for projects related to e-Commerce, Technology, Telecom, Banking and Financial Services, Insurance, Consumer Electronics and Products, Travel and Hospitality and other verticals

- Understanding client requirements, outsourcing objectives and evaluate the constraints which might impact the transition solution

- Responsible for all aspects of transition from project initiation through closure (90 days post Go Live)

- Work with Client to walkthrough developed solutions

- Influencing stakeholders for project outcomes. Starting from planning till setting the delivery standards

- On-time delivery of projects within budget and per client quality standards following project management principles

- Coordinate with Client Leadership team in the execution of the Transition

- Perform activities to review project requirements by fulfilling identified objectives applying technical, theoretical and managerial skills

- Build strong relationship with the client leadership, support functions and further enhance the relationship to maximize the results, customer and client satisfaction

- Review and analyse existing organizational problems in order to develop improvement plans

- Conduct meetings with client management and internal departments to analyse the data and define problem

- Ensure risks are appropriately listed, tracked and mitigated with contingency plans

- Evaluate areas of improvement by conducting discussions with clients and internal stakeholders to assess the feedback

- Conduct internal audits and coordinate for external audits for a health check of business compliance

Managing Self :

- Courteous and professional behaviour towards supervisor, peers & subordinates

- Encouraging project team members to be creative and innovative in their performance in order to exceed customer expectations

- Encourage project team members to think out of box, recognize the talent and ensure timely appreciation for their performance on a periodical basis.

Managing & inspiring others :

- The importance of this role should be gauged not on the basis of how many people report into it but on the importance in the organizational context. This role will have a lot of interaction with Operations and Sales teams across geographies.

- The ideal candidate may not have anyone reporting in to him/her.

Desired Skills and Abilities :

- Demonstrated ability in the relevant domain, in the areas of Planning, Executing and Monitoring

- Proficient in analysing and reporting

- PMP / Prince / Six Sigma certification

- Excellent in Business Communication & Professional Etiquette

- Has the potential to gain trust and rapport building with customer

- Awareness of quality standards like ISO & ISMS

Profile Essentials :

- Past experience in managing transitions in a BPO context. Ideally should have worked in both Operations and Transitions / Project Management in BPO.

- Candidates with exposure to and a good working knowledge of MS Project, Visio and all MS Software Suite

- Project Management Certification will be desirable though not mandatory

- Preferred candidates with exposure to e-commerce, Technology, Telecom, BFSI domains as well as exposure to contemporary Voice, Back Office, email and chat platforms

- Should be working for / have worked for one of the well-known BPOs like Genpact, WNS, Convergys, Sutherland, IBM, Concentrix, Minacs, Infosys BPO, EXL, and Cognizant

- Very good written and verbal communications - communicate with client over a telephonic call or personally at the client office (on-shore / off-shore)

Working Hours :

- Usually in general shift but should be flexible depending on the needs of the job. Should be prepared to work late depending on the circumstances like Client Calls or Internal Reviews / Meetings / calls with colleagues working in other time zones or the need to study operational processes that operate in only specific time windows

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