Kriya - Manager - Transition

Kriya IT Pvt. Ltd. (- KRIYA- ) is an impact sourcing service provider that bridges the gap between automation and manual work. KRIYA currently has three delivery centers located in Chittoor (Andhra Pradesh), Vellore (Tamil Nadu) and Mysuru (Karnataka) with a workforce of more than 900. Kriya operates in the areas of data preparation and pre- processing for AI/ML models, voice-based services, computer vision and allied services.

JOB TITLE : Manager, Transition

REPORTS TO : Vice President, Transition

JOB OVERVIEW :

Transition Manager will be part of the Project Management Office. The person will work closely with the operations team, executive management and clients to ensure an effective and seamless transition from a request-for-information/proposal (- RFI/RFP- ) stage to routine operations and delivery. The Transition Manager forms an important link between customers, executive leadership and the delivery team.

RESPONSIBILITIES & DUTIES :

- Request-For-Information (- RFI- ) and Request-For-Proposal (- RFP- ) management

- Analyze business case and carry out cost-benefit analysis from a financial and operational standpoint for all new requests in consultation with stakeholders

- Initiate and co-ordinate proof-of-concept (- POC- ) studies and early trials for new projects, processes and requests

- Prepare project plans, both detailed & high level; design and implement appropriate program structure for each transition

- Prepare detailed plans for volume ramp, communication and governance

- Monitor progress of transition effort against the original business case

- Study modification and transformation requests and incorporate relevant requirements into the solutions and delivery design

- Work with process training teams on transfer of knowledge (- KT- ), early implementation, and certification of delivery agents and analysts

- Work with the Quality team to establish a detailed quality management plan

- Monitor defects & deviations; carry out Root Cause Analysis (- RCA- ) and implement Corrective & Preventive Action plans (- CAPA- ) at the transition stage

- Actively monitor, escalate and resolve issues and conflicts that arise as part of planning and executing transitions

- Understand client requirements on a continual basis and keep abreast of changes in the business environment as it impacts clients and the industry

- Gather and analyze competitive intelligence in a lawful and ethical manner in order to bring in meaningful and actionable insights

- Keep abreast of transition best practices and developments; actively seek and share learnings

- Carry out process Failure Mode & Effects Analysis (- FMEA- )

- Track and report on milestones for transitions (including budgets)

JOB DESCRIPTION - Transition Manager

ESSENTIAL REQUIREMENTS :

- Solid understanding of contractual documentation and terminology such as Non- Disclosure Agreement (- NDA- ), Management Services Agreement (- MSA- ), Statement of Work (- SOW- ), Level of Effort (- LOE- ), Service Level Agreement (- SLA- ), etc. and ability to draft documents in consultation with Legal, Risk & Compliance, IT, Operations, Finance and other teams

- Experience in leading teams in-person and virtually

- Ability to work within a matrix management and organizational structure

- Ability to handle multiple deliverables and tight deadlines with quality and timeliness

- Ability to foresee critical risks at design, solution & transition stage

- Excellent communication and presentation skills (verbal and written)

- Excellent working proficiency in Microsoft Office suite

ADDITIONAL REQUIREMENTS :

- Experience in non-IT transition, including voice and non-voice processes

- Project Management certification (like PMP- ) will be an added advantage

- Six Sigma Green Belt certification will be an added advantage

- Domain knowledge of e-commerce and computer vision will be an added advantage

- Strong team building and management skills focused on grooming talent, sharing best practices and effective stakeholder management both internal and client-side

WORK EXPERIENCE :

- 10 years in project management, operations and/or service delivery

- Minimum 4 years of experience in Transition role with BPO / ITeS set-up

EDUCATION :

- A full-time Bachelor's degree in a commerce or science stream; preferably a Master's degree or equivalent

REMOTE WORK :

The role requires in-office presence and will involve travel to delivery centers, customer premises and other need-based locations to meet stakeholders. (In keeping with the Covid-19 pandemic guidelines and practices, the role is currently in a remote work mode)

LOCATION : Bengaluru, Karnataka