Being a fresh graduate with no experience, I started at WNS as an intern and got great industrial exposure along with the opportunity to explore diverse process functions, improve my skills, meet new people and have fun at the same time. With this foundation, I was able to begin my career as a senior associate at this very same place working under people, who were not just my managers but mentors as well. What I like most about working at WNS...

KRITI SHARMA, ASSISTANT MANAGER - OPS

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Sr. Consultant - Transitions (CII): Program Manager Role

No. of Positions: 1

Location: Pune

Domain Orientation:

All migrations / transitions at WNS is supported by a central transitions team called the - Global Project Management Office- . The principle role of this team is to manage, own and act as a custodian for all transitions that take place across the length and breadth of the organization for all geographies. Transitions commence once a new project has been signed-off and ends when all processes of that project have gone live, stabilized and all client deliverables, goals and metrics have been achieved. Additionally, this team is also responsible for creating customized solutions and pricing for RFP and deal pursuits

Work Experience:

- At least 12-14 years of experience in a BPM / BPO company

- Demonstrated hands on experience in driving in successfully leading large multi-dimensional transitions

- At least 5 years of intense customer facing roles

- Managed / liaised with IT Projects teams to deliver the technology and enabling tool as part of transition project deliverables

Qualifications and skills

Core:

Excellent project management skills applied to wide range and number of project types, complexities, domains and geographies

Self-starter, independent, initiator, strong organizational, presentation, interpersonal and consultative skills is a must

Strong CRM skills with key domain experience in travel, shipping and F&A transitions

Deep understanding of the different aspects of BPO business - QA, MIS, SLA, Base-lining, etc

PMP or other project management certification is a plus

Knowledge and/or experience or certifications in Six Sigma or Green belt / black belt is a plus

Supplemental:

Maintaining an established work schedule and strong work ethic

Very strong analytical, planning, organizational, and time management skills

Strong research skills including gathering and analyzing data from multiple sources

Effective reporting and documentation skills

Ability to maintain discretion and confidentiality

Working in a cross-functional team and environment

Financial acumen

Interpreting and applying rules, regulations, policies, and procedures

Technology and system orientation

Effectively using interpersonal and communications skills including tact and diplomacy to network with entire organization and get things done by building bridges

Effectively using organizational and planning skills with attention to detail and follow through

Job Responsibilities:

- Lead large/multiple transitions of clients- processes

- Thorough project planning and reporting to clients, internal stakeholders and transition leaders

- Thorough and proactive project review - Risk, Issue, escalation and milestone management

- Identify areas for efficiency improvement and implementing the same

- Build close rapport with key internal stakeholders and clients

- Manage project escalations and conflicts in projects

- Mentor and coach direct reports to aid in their development

- Strong focus on positive transition outcomes:

Project Financials (people, technology, infrastructure, etc.) - balance risks with speed of execution

Customer Experience - understand client needs, wants and expectations and manage them effectively

Metrics Delivery - Setup metric deliverables and reporting effectively to ensure visibility and achievement of goals from day 1 of go-live

- Required to lead multiple initiatives / projects concurrently (where applicable)

- Compliance and continuous improvement to the WNS Transition Methodology

- Respond to RFI/ RFPs along with the solutions team

- Able to take on additional responsibilities in the transition function (e.g. capability building)

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