Manager - BPO

· Transition:

• Transition Management - Deliver all Transition Projects and Programs in line with recognized best practice methodology (managing risk, governance, quality assurance, issue resolution, reporting), where the successful implementation of service resource skills and processes are just as critical to project success as technology.
• Act as the central liaison for all transition activities. Manage day to day Transition project communication and produce relevant reports accurately and in a timely manner at the agreed frequency.
• To take full responsibility for the management of the wider transition team involving additional project management resources, internal resources – Technology – Network team, connectivity, contact center set up team (voice) Hiring team, training, PEX and transformation, Work force management, risk and info sec teams, 3rd party suppliers, account team members and client stakeholders.
• Produce detailed project plans to manage interdependencies
• Adhere to relevant escalation processes to escalate resource issues, delayed project phases, missed deadlines and other planning issues.
• Monitor the program / project ensuring issues are resolved in a timely manner and the appropriate corrective actions are implemented – Risk management
• Validating scope of work and ensuring right support is provided to all transition related activities and knowledge transfer. Operationalize relevant contract SLA’s and obligations. Performance reporting during ramp, understanding on Quality approach, validation of Effort vs FTE required.
• Budgeting – Reporting of bid vs did on costing
• Experience in driving process improvement and or enabling tools deployment
• Excellent communication skills
• Flexible to work and support global projects
• PMP or project management experience is added advantage
• Preferable prior domain experience Insurance domain.

· Others:

o Ability to work with multiple internal and external stakeholders as a team to deliver objectives

o Act as a Transitions Subject Matter Expert (SME) while designing client solutions and process re-engineering exercises

· Behavioral Skills (Attitude, Aptitude & Abilities):

o Demonstrated ability in verbal and written communication to large groups and senior staff

o Ability to achieve ‘win-win’ outcomes. Effective negotiation and influencing skills with senior management

o Strong analytical skills, good judgment, tact, flexibility, organization and planning skills

o Ability to work in high paced, challenging environment

o Proficiency in setting and meeting realistic deadlines to achieve desired/meaningful outcomes

o High attention to detail

o Willingness to travel frequently (both within India and abroad)

· Technical Skills (Tools, Technical Knowledge, Certifications etc.):

o Strong in MS Project, Visio, MS-Excel, MS-Office

o Strong Project and process management experience at managerial level in Outsourcing environment

o Experience with process improvement methodologies (e.g. Six Sigma) desirable

o Experience in F&A and Retail projects will be an added advantage