Transition Manager

Job Description- Knowledge &Skills : • Knowledge of BPO Industry and Practices (Must Have) • F&A • Project Management Tools & Techniques, PMP, Prince II (Preferred) • Knowledge and application experience of BPO Transition frameworks (Must Have) • Exposure to business process Quality Management framework, ex. Six Sigma or LEAN (Preferred) • Proficiency in MS office tools like Project, Excel, Visio, PowerPoint & Word (Must Have) • In-depth knowledge of technology solutions related to BPO solutions around imaging and workflow (Preferred) • Good written and verbal communication skills (Must Have) • Willingness to work in flexible shifts and more often in Night shifts to interact with Client teams based in global locations.(Must Have) • Possesses Passport (Must Have) & US/UK/Schengen VISA (Preferred) as job involves extensive travel and extended stay away from home country.. Transition Ownership: • Analyzes client business processes on off-shoring and develops transition plan for identified processes. Ensures maximum value to client & TCS while doing the same. • Creates an effective project team with appropriate team composition • Ensures required resources are arranged for transition-related training delivery • Escalation Management-Interacts with stakeholders in infrastructure services, administration, etc to ensure appropriate connectivity and software installation, hardware and such other resources / logistics • Monitors through effective dashboards the overall functioning of processes, identifies improvement areas and implementing adequate measures to maximize customer satisfaction levels during the transition phase • Monitors Voice of Customer as captured during transition phases • Ensure business operational design are reviewed and appropriate measurement systems are put in place to capture operational metrics • Serves as the point of escalation for customers in transition-related matters (related to methodology validation, transition milestones, staffing, training, etc.) • Ensure the process through transition, piloting and finally handing over to service delivery team in the Business As Usual (BAU) mode as per deadlines Risk Assessment and Mitigation: • Does risk assessment as required • Develops appropriate business continuity plans & communicates the same to stakeholders Talent Sourcing & Learning Support: • Provide definite skill set & job descriptions, explain the same to HR, Delivery and L&D • Provide pre-process training content to L&D • Participates in learning sessions to share one’s own expertise in process / domain / management scope as required Business Development Support • Create domain based Collateral and artifacts that will be used for customer presentations/source • Provides input for RFIs / RFPs with a focus on creating business value for client through a consultative relationship with client / geography sales teams / delivery managers • Manages client visits / floor walks to delivery site & appropriately projects delivery capabilities