Manager - Transition - BPO

Dreamz IMC
  • Mumbai
  • Confidential
  • 6-11 years
  • 28 Aug 2015

  • Operations

  • BPO/ ITES/ Call Centers
Job Description

Understand client requirements for a project. Execute and implement complex and comprehensive network solution projects for a line of client processes. Focus on developing and deploying tools/ methods/ best practices to drive seamless transitions from clients to SGS while reducing transition costs and timelines.

- Liaise with Clients to understand Client needs and map processes

- Travel to client site as and when required

- Ensure clarity on performance standards and SLAs required by the client

- Negotiate with the client on SLAs so as to ensure the quality of deliverables are achievable with respect to timelines & costs and finalize on the same

- Interact with the Operations Head & other key positions to articulate client needs

- Ensure regular interaction with the Technology team to state clearly the expectations and support required from them.

- Ensure technology team has all the information they would require from the client

- Conceptualize a project plan clearly outlining the infrastructure, timelines and phases of the project

- Ensure the accurate replication of all processes

- Supervise writing of manuals to document specifics of SLAs & other details in order to maintain record of all transactions

- Handhold the process from the time the contract is signed, through the pilot phase, till the process becomes productive

- Ensure during process migration, every phase of the methodology is strictly followed with no omissions

- Conduct regular meetings and review sessions to ensure all concerned parties are informed

- Act as the point of contact for the client and maintain a healthy business relationship by answering queries, solving problems and reviewing performance of the process

- Assist the Human Resource department with recruitment by offering a client perspective of the processes & the required skill set

- Conduct timely meetings to ensure open communication and devise an action plan to address issues/ concerns raised.

- Respond and resolve issues arising out of work or from within the team or across departments that may have a bearing on team effectiveness

- Need-based escalation of decisions and ensure proper follow-up of the same

Candidate Must have experience in implementation, program management, defining & re-engineering a process and implementing quality initiatives, Must have handled at least 2-3 transitions independently; Exposure to Project Management, Technology Design, Client interaction, Technology Transition / Migration

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Dreamz IMC