General Manager - Transition - BPO

Migration Management - Accountable for achieving all migration related performance metrics like Voice of Customer scores, adherence to methodology, conformance to tollgates/milestones and project plan, successful process transitions, risk management and audit compliance. Responsible for relationship management with the various lines of business executives and execute role of escalation contact for migration related issues.

1. Methodology Management - Responsible for all aspects of the Migration Methodology that includes design of framework & methodology, development of execution templates, change management methodology and related communication management (e.g. maintenance of document repository, query resolution, version control etc.)

2. Responsible for and assist with, conceptualization and execution of other one time pan function initiatives like modification of migration methodology, BPMS, Audit process etc

3. Team Building - Manage and guide a team of transition managers to ensure seamless migrations. Create capacity and opportunity for their exposure and growth

4. Risk Management - Perform periodic program and project risk assessment and implement appropriate risk mitigation strategies.

5. Relationship Building - Manage client relationship through the transition phase in terms of expectation management, benchmarking thresholds for key performance measurements and ensuring on-time and successful project delivery.

6. Best Practice Sharing - Responsible for driving the Common Minimum Practices across all new projects

Transitions Job Summary / KRAs :

1. Solution Design - Architect competitive, winnable and achievable transition solutions, deal shaping, differentiate our solution and value proposition

2. Programme Management - Successful completion of all projects implementation, timeliness of individual projects go live on time, project implementation within budget without any cost creep and adhere the transitions methodology

3. Financial Management -Transition budget estimation, managing project within budgets and deliver target margins, provide all the management and financial budget, forecast spend reports.

4. Client Management - Effectively manages customer communication & expectations and nurture the relationship; resolution of specific customer issues

5. People management - Handle a team of Migration Leads and Managers. Responsible for capacity planning, hiring, team building, work load assignment, performance management, career planning, identification of training needs and execution of individual development plans.

6. Process and Metrics management - Monitoring of key indicators across all deliverables and provide meaningful analysis and reports. Facilitate development and implementation of critical to quality measurement indicators at various levels focused on customer requirements

7. Continuous Improvement - Constantly explore opportunities of reducing cost & timelines without any impact on the output. Evaluate and impalement new ideas/tools to derive optimal results

8. Sales Cycle Support - Evaluation of different Request for Proposals (RFP), formulation of responses and drafting competitive bids which include specification of scope, methodology, cost and sizing estimates, terms and conditions etc. Additional support to sales activities includes reviewing work contracts with clients, evolving sales and marketing strategy and developing project plans and conducting on-site analysis or diagnostic studies as per individual client requirements.

9. Initiatives - Lead various internal initiatives to improve and launch next gen transition methodology and customer experience.