Senior Manager - Transitions - BPO

Competencies Key Parameters

Think Strategic (a) Big Picture Perspective:

- Transition and Project Planning

- Identifying Process Improvement Initiatives to drive process excellence

(b) Business Acumen:

- Adherence to company policies

- Reporting the financial metrics dashboard to the internal management team

- Co-ordinate on Process Quality requirements

- Reporting the process performance through the Roadmap review

- Review SOW

Drive Results (a) Planning & Organizing:

- FTE Capacity Planning Vs Forecasted workload/volumes with clients

- Identify potential business growth opportunities

(b) Directing & Monitoring

- Define and review KRA's for Process Managers

- Manages day-to-day operations of the Unit, including attendance, attrition and outages, to minimize customer impact

(c) Accountability

- Ensuring the process meets and exceeds the defined Service Levels

- Review Customer Escalations and Provide Effective solutions

- Ensuring the accuracy of transactions and billable hours.

- Ensuring complete responsibility of the process-related deliverables

- Consolidating the invoicing details for client's approval

- Review and Report Project updates to senior management.

- Handling client escalations

(d) Problem Solving & Decision making

- Is able to identify problems and take decisions independently

- Provides solutions to individual and organizational challenges

Partner with Customers (a) Relationship Building

- Identify and suggest innovative solutions on existing business

- Provide cost benefit solutions to Partners.

- Build customer rapport.

- Liaison with Internal customers.

(b) Passion for excellence

- Driving Perfect Service and Identifying Value adds

Lead People (a) Managing Self

- Identify and participate in training / developmental programs

(b) Inspiring Others / Managing Teams

- Identify developmental programs for Process Managers

- Manage and address second level team escalations.

- Motivate and encourage team members.

- Handle skip level meetings for the processes.

- Grooming and creating back-ups for the Managers

Desired skill sets - US health care (ERISA/HIPAA/State Mandates)

- Process SLA

- Awareness of ISO, ISMS

- Telephone etiquettes

- MS office

- High Level Process Knowledge

- Effective communication

- Good analytical skills

- People Management

- Feedback and Counseling

- Presentation

- Coaching and Mentoring

- Handling Multiple processes and Large teams

Desired qualifications (including certifications) :

- Graduates/Post Graduate

- Certifications : BPO and KPO Practices, Any Quality know-how certifications, Exposure to current Industry trends and discussion forums/programs

- Desired years of experience 9 years or above with 2 years as Manager

Internal Customers, if any Management

External Customers, if any Client