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Program Manager, Transition and Deployment

ConfidentialPune

9 days ago

Job description

Performance Management and Transition Coordination

Driving Performance Management : Overseeing day-to-day rigorous performance management, delivering the receiving side of scope expansion, and ensuring value assurance

Coordinating Scope Expansion : Managing transitions & the launch of optimization and automation processes, including scaling ABS scope expansion & ensuring on-time delivery tracking

Developing SLAs : Mapping currently available SLAs, developing a roadmap for their migration, and creating detailed SLAs for all processes

Documentation and Process Mapping : Capturing current state process and develop ideas for long-term improvement and process harmonization (see Op Excellence)

Creating Standard Operating Procedures : Coordinating the documentation of processes and creation of ABS Standard Operating Procedures and Service Level Agreements

Knowledge Transfer and Change Management

Ensure a comprehensive documentation of existing processes, workflows, and systems is being created

Conduct training sessions for the offshoring / outsourcing partners team to ensure they understand the processes and expectations

Ensure the offshoring / outsourcing team to shadow current employees to gain practical insights

Keep all stakeholders informed about the transition process and timelines

Establish channels for feedback to address any issues promptly

Implementation

Ensure implementation plan is known and accepted by all stakeholders (Start with a pilot phase to test the new setup and make necessary adjustments, gradually transition all processes to the partner, ensuring minimal disruption to operations)

Continuously monitor the performance of the BPO partner against the agreed SLAs and KPIs

Governance and Risk Management

Designing Governance Structures : Designing governance, roles, responsibilities, key processes and reporting tools to manage ABS delivery performance

Managing Risk and Compliance : Ensuring adherence to regulations and policies, and managing risk, budget costs, and system tools and platform

Stakeholder Management and Communication

Communication : acts as the main point of contact between all stakeholders including internal and external stakeholders

Ensures stakeholders have access to all relevant information on the transition at all times

Your Experience And Qualifications

Bachelor Degree with Relevant Business Experience or Masters Degree (preferred) in Business, Total Quality Management or similar

Minimum Relevant 7+yrs of experience

Project Management Professional (PMP), Certified Business Process Professional (CBPP), or Six Sigma are an advantage

Project Management : project planning, execution, risk mitigation, communication of progress to senior leaders

Technical skills : Expertise in systems like SAP, tools such as Tableau, and methodologies including Lean Six Sigma

Process Automation and Optimization : Skills in process automation, end-to-end (E2E) process design, and optimization

Communication and Collaboration : communication and collaboration skills to engage with various stakeholders

Change Management : expertise in managing change, understanding the impact on employees and processes and mitigate strategies to minimize risks

Strategic Thinking : ability to align the transition with the overall business strategy

Leadership and Team Management : ability to lead and motivate diverse teams, ensuring alignment along the process

Problem solving : ability to quickly identify and resolve issues

Skills Required

Slas, Project Planning, Execution, Six Sigma

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Transition Manager • Pune