Senior AVP/AVP - Transitions Management - Non IT Domain - BPO

Job Description :

Basic Function :

- The incumbent will be responsible for leading migrations anywhere from across the Company global footprint. The candidate should have an in depth knowledge of migrations.

- The incumbent will be responsible in ensuring that the migrations are successful. In addition to enabling seamless migration, the incumbent will also be responsible for building capability of the migration function, bring thought leadership to the table that improves migration set up and implementation.

- The incumbent will also lead new business pursuits (RFPs) to develop customized solutions. The incumbent is expected to take over the migration of a specific client engagement as the Lead when an opportunity translates into new business.

Essential Functions :

- Execute transition of processes with end to end accountability. Establish Robust Project plan, clearly specifying various tollgates, tasks, planned/actual start and closure date, responsibility and completion status

- Establish organized - Ways of working through structured Governance Model and Escalation Matrix. Consultants in this practice will be required to work closely with our clients on onsite projects

- Ensure the governance adherence even beyond go-live phase up until the project is stabilized from Operations, Management and Customer standpoint. Provide ground level assessment and recommendations on processes with respect to process re-engineering and offshoring feasibility.

- Analyze the situation, understand, set and manage the expectations from the client and the business to get things Right the First Time

- Enhance customer and the internal management's experience during the change management cycle

- Enable transparency and openness in communication at each step of the transition

- Solutioning and implementation design for new business pursuits (RFPs)

- To lead client engagements, ensuring consistent service delivery

- Performs Due diligence/ Opportunity Identification exercise for the trial business and prepare Statement of work, submit the recommendation for outsourcing based on the current capabilities

- Business development in select accounts

Performance parameters :

- On time Go-Live and Stabilization

- Time to go live as measured from project setup date to the actual time to go live date

- Time to stabilize as measured from the project Go-live till consolidation tollgate approval

On time and accurate tollgate sign off :

- Gross Margin Impact as calculated by the variance of actual vs planned

- Customer Satisfaction (Internal and External) on overall Transition Project Management support

- Rating provided by the respective sales lead / solution architect on the contribution

- Process improvement applicability evaluation, proposal creation, preparation of road map, implementation and client sign off on benefits

Primary Internal Interactions :

- The job will involve extensive interaction with business users, senior management and IT personnel of Company

- Migration Reviews - Program Leads, Operations Leads, Operations Managers, Quality and PE team

- Training and Development - Program Leads, Training function, external vendors as needed

- Solutioning and implementation design - BD Team, Strategic Deal Team, designated operations and enabling functions engaged on case by case basis

Primary External Interactions :

- The primary external interactions of the incumbent will be in the Solutioning and Implementation Design role wherein the incumbent will interact with client stakeholders to present the solution and migration capabilities, and transition selected processes

Skills :

Technical Skills : MS Project - Hands-on experience in creating and maintaining project plans. Report out using basic MS Project options

MS Visio : Create and Maintain process maps

MS Excel : Create and manage detailed project plan with specific tollgates, milestones, planned/actual start and closure date, responsibility and completion status

MS Power point : Governance meetings to provide the updates based on the expectations from the target audience

Project Specific Skills :

- Project scoping for new/existing business processes in collaboration with Sales and Account Management

- Create and manage detailed project plan - Identify and define specific tollgates, milestones, dates, responsibility and track the completion status

- Understands customer risk/ change appetite and tune up the transition model/ solution accordingly

- Set and manage expectations with both Internal and client stakeholders to ensure Zero surprises

- Assess potential delay in the project tasks/ deliverables, work with the respective stakeholders to ensure the delay is averted

- Interacts with all internal and client departments in project planning, align everyone to buy-in the project vision and work towards the common goal

- Takes ownership and Follow-up with task owners on time to ensure timely and effective completion

Skills (Minimum) :

Project management skills :

- Ability to independently manage the end-to-end Transition project within the allocated budgets and timelines

Communication skills : Ability to engage with clients as well as internal stakeholders and convince them about the proposed idea, solution

- Self-starter - There are no rigid boundaries in terms of the level of innovation that can be brought, and the incumbent will have to have the ability to be self-motivated to pursue and explore different avenues to come up with the optimum solution

- Domain knowledge in Finance & Accounts

Data Gathering and Handling Skills : Sorts through complex data; gathers other relevant viewpoints and identifies business impacting issues

- Problem Solving and Decision making Skills

- BPO industry knowledge, including understanding of enabling functions (technology, pricing) and operating environment

Skills (Desirable)

- Analytical skills

- Problem solving skills

Education Requirements : Graduate / Post Graduate in any stream

- PMP, PRINCE2 certification (preferred)

Work Experience Requirements :

- 8+ years of experience

- 5+ years of the BPO experience

- 3+ years of Project Management/ Solutioning experience. Should have hands-on experience of migrating processes

- Program Management experience of a small to medium size engagement

- Should have minimum 1 year in current position as a Manager/Sr. Manager as applicable

Contact Aseem on 9999336501 for further discussion