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