Manager - Bpo

POSITION SDM REPORTING STRUCTURE Reporting to General Manager DGM EXPECTED QUALIFICATION DETAILS Graduate Postgraduate Experience in working for leading international BPO mandatory Transitions experience must Project Management Certification preferred EXPECTED OVERALL YEARS OF EXPERIENCE 12 years Must have transitioned 100 FTE from clientVISA US B1 Visa - xc2xb7 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 SLAs 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 xc2xb7 Others o Ability to work with multiple internal and external stakeholders as a team to deliver objectiveso Act as a Transitions Subject Matter Expert SME while designing client solutions and process re-engineering exercisesxc2xb7 Behavioral Skills Attitude Aptitude Abilities o Demonstrated ability in verbal and written communication to large groups and senior staffo Ability to achieve xe2x80x+8win-win outcomes Effective negotiation and influencing skills with senior managemento Strong analytical skills good judgment tact flexibility organization and planning skillso Ability to work in high paced challenging environmento Proficiency in setting and meeting realistic deadlines to achieve desired meaningful outcomeso High attention to detailo Willingness to travel frequently both within India and abroad xc2xb7 Technical Skills Tools Technical Knowledge Certifications etc o Strong in MS Project Visio MS-Excel MS-Officeo Strong Project and process management experience at managerial level in Outsourcing environmento Experience with process improvement methodologies e g Six Sigma desirableo Experience in F A and Retail projects will be an added advantage Cognizant