Senior Manager - Transitions & Solutions - Business Process Management

Transitions & Solutions - Senior Manager

Ideal candidature to have :

- 10+ years' experience in BPM industry

- Minimum of 5+ years' experience handling independent Transitions

- 1-2 years in Program management

- Experience in building complex solutions for service delivery

- Worked with international clients

- Customer Oriented and Client Centric Approach

- Worked on MS Project, Visio, MS Office Suite

- Ability to navigate and drive closure on actions across different functions within the organization

- Valid passport

Preferred :

- Candidates with exposure to US HealthCare as well as exposure to contemporary AI & Transformation Initiatives, Objectives and Responsibilities of Senior Manager Operations

- Ability to map client processes and identify upstream and downstream impact

- Ability to help identify a solution basis the clients outsourcing requirement

- Ability to identify Risks and appropriate mitigation steps

As a Strategic Thinker :

- Identifying, recommending, and implementing ways to improve the process

- Ability to identify solutions and out of the box thinking; Bring thought leadership around Transition best practices - internal and market facing

As Driving Results :

Service Design and Planning :

- Work with stakeholders to define, document and agree requirements and design Transition solution

- Work with Sales/ CRM and functional teams to effectively build and present solution during the pre-sales cycle

- Accountable for pre planning Transition activities while working with internal and external shareholders

- Responsible for providing expert inputs on the implementation plan and delivery road map

Project Management :

- Analyze customer needs, understand the project requirement and plan the Process set up

- Establish Robust Project plan, clearly specifying various tollgates, tasks, planned/actual start and closure date, responsibility, and completion status

- Establish organized Ways of working through structured Governance Model and Escalation Matrix

- Ensure the governance adherence even beyond Go live phase up until the project is stabilized from Operations, Management and Customer standpoint.

- Assess potential delay in the project tasks/ deliverables, work with the respective stakeholders to ensure the delay is averted

- Analyze the situation, understand, set and manage the expectations from the client and the business to get things "Right the First Time"

- Partner with Operations on process improvement initiatives in a post migration environment

- Analyze and communicate the Gross Margin Impact as calculated by the variance of actual vs planned

- Ensure Customer Satisfaction (Internal and External) on overall Transition

- Formulate, organize, and monitor inter-connected projects

- Coordinate cross-project activities

Lead People :

- Managing Self

- Lead and evaluate project managers and other staff

- Identify and participate in training / developmental programs

- Inspiring Others / Managing Teams

Mandatory Skills & Qualifications :

Domain Skills :

- Thorough understanding of project/program management techniques and methods

- Excellent Knowledge of performance evaluation and change management principles

- Ability to manage client relationships

- Strong understanding of BPM operations, quality and service

- Excellent communication & presentation skills

- Outstanding leadership and organizational skills

- Have logical reasoning & analytical skills

- Should have worked on MS Project, Visio, MS Office Suite

- Project management certification (PMP / Prince2) will be an added advantage

Intrapersonal Skills :

- Excellent Communication Skills

- Excellent Analytical skills

- Excellent People Management

- Excellent Presentation Skills

- Coaching and Mentoring

- Ability to work with others seamlessly - functions, peers - within / across Geos as required.

Educational Skills :

- Graduation/Post Graduation Must

- Lean or Six Sigma Certification is desirable

- Professional Certifications if any