Director/Senior Manager - Transition Management - BPO/ITeS

Role Description :

The individual manages transition for projects/programs and drives planning, go-live and post transition support. Helps identify, manage, and mitigate risks/issues in order to facilitate the on-time and on-budget delivery.

The professional would need to be focused on successful delivery of the whole of the proposed change, through effective co-ordination between multiple teams/functions, effectively manage inter-dependencies and ensuring clear accountability/ownership of respective activities. The position will report to the Head of Transition.

Key Responsibilities :

1. Develop an understanding of the organization's Transition Methodology, Services Offerings, Solutions, Assets and Toolkits.

2. Drives the delivery of the programme/project keeping the objectives of time, cost, quality and Customer Satisfaction (CSAT) in mind.

3. Demonstrates strong communication skills, coordinate with stakeholders and drives/leads governance cadence.

4. Manages overall transition program in line with the defined transition methodology.

5. Conducts detailed transition planning in accordance with program objectives.

6. Monitors and governs overall progress against the defined plan.

7. Tracks and resolves issues.

8. Manages expectations across key internal and external stakeholders of the project.

9. Manages and motivates the team for expected level of performance and deliverable quality.

10. Manages and resolve team / stakeholder conflicts.

11. Identifies, evaluates, and manages risks through the transition lifecycle.

12.Reports transition progress at defined intervals to senior executives & stakeholder.

13. Manages Transition checkpoints as per schedule including effective handover to operations team.

14. Documents and shares project learning's for continuous improvements.

15. Collaborates with Sales and Solution teams to create transition solution/ proposition for prospects.

16. Participate in RFP responses, client discussions/presentations/workshops from representing and customizing the transition approach.

Desired Skills & Experience :

A. 10+ years of project management experience in IT/ITeS/BPM (non-voice) sector, will be good to have 3+ years' experience in transition function.

B. Experience in leading at least 1 large program independently.

C. Experience in handling client escalations and effectively address them to closure.

D. Proficient in making project plans, milestone tracking and effective reporting using Microsoft Office.

E. Ability to work under tight timelines and deliver results with minimal supervision.

F. Effective interpersonal, team building and communication skills.

G. Other good to have skills & experience :

- 3-4 years of operations/delivery experience

- PRINCE 2/PMP certification

- Experience in project management tools like MS Project