Sr Transition Manager - LPO/KPO/BPO

Department - Transition, Noida

Job Title - Sr. Manager - Transition

Role - Transition Manager

Reporting To - Director – Transition & Quality

Direct Reports: Nil

Principal Purpose of the Job:

- Provide support during Opportunity Identification & Solution Design Phases

- To conduct Business Analysis including Process Mapping & Procedure Documentation

- Responsible for Transition Planning & Delivery

- Responsible for creating and maintaining all applicable project documentation

- Responsible for smooth handover to Operations based on SLAs and agreed deliverables

Main Accountabilities:

- To support in the Opportunity Identification and Solution Design phases: This includes responding to RFPs, conducting business analysis, feasibility study, preparing high-level cost benefit analysis, identifying stakeholders, etc.

- To conduct Business Analysis: This includes creating end-to-end Process Mapping and Procedure Manuals of ‘As-Is’ and To-Be scenarios and have them validated by the onshore operations. This also includes assessment of current SLAs / SOPs and prepare ‘To-Be’ minimal service disruption strategies

- To ensure rigorous Transition planning: This includes developing detailed Transition Plans with milestones; planning of Transition Costing and execution to ensure savings based on High Level Transition costs prepared during Solution Design Phase; identifying stakeholders, training methodology; identifying risk and delivering to SLA expectations.

- Develop and maintain all applicable project documentation: This includes Project Brief, Project Scope, SOW, Issues/Risks, FMEA, Process Maps, Procedure Manuals, Work-flow Design, Transition Plan, Training Plans, Work Schedules, Status Updates, Communication Plan, Budget/Financials/Cost Estimates, Roles &
Responsibilities etc.

- To manage Transition Delivery: This includes project reporting, adherence to SLA metrics, managing risks and implementation in accordance with project timelines, set goals and expectations for the project, monitor performance and identify & resolve gaps/ issues; hand-hold the various stakeholders and Project team.

- To ensure smooth handover to Operations: This includes successful Transition Completion by adhering to SLA metrics; smooth hand over of accounts to Operations team or relevant contacts on Transition completion

- To support Team activities: This includes supporting other Transition Managers based on team needs; initiatives in line with team goals.

Interfaces:

- To work closely with the Transition team

- To work closely with project stakeholders including clients

- To work with the PMO and Ruby Steering team and others based on project needs.

Other Responsibilities:

Skills/ Experience Required:

- Process Mapping & Documentation

- Process Re-engineering and analysis

- Project Management

- Excellent written & verbal communications

- Cross-cultural adaptability

- Client relationship management

- Numerical analysis

- Six-sigma background (preferable)

Eligibility Criteria:

- Must have a Bachelor’s or Post-graduate degree (Engineering or B.Com background preferable)

- 8 – 12 years of experience

- Prior experience in managing onsite Transition in any BPO/LPO/KPO.

- Should have done 4-5 on-site end to end transitions

- Prior experience in People management and client handling skills

- Domain knowledge preferable: IPR, Litigation support, Finance processes

- Prior experience with managing cost budgets and savings planning

- Valid US or UK visa (preferable)

Job Requirement

- Travel is an integral part of this role, duration and frequency to vary for every account.

- He / She should be a dynamic person who can question Status Quo, look for opportunities to constantly enhance the model and play a vital role in defining and delivering around key metrics.

Required behaviours/Competencies

- Analyzing

- Writing & Reporting

- Planning & organizing

- Delivering results & meeting customer expectations

- Presenting & communicating information.

Mandatory- ONLY TRANSITION IN BPO/KPO/ LPO would be considered for the role

Individual contributor role