Transition Manager

Tata Consultancy Services; Bengaluru; On-site; INR 1,400,000 - 2,100,000; Full time

Job summary

Tata Consultancy Services in Bengaluru, India seeks a seasoned Transition Manager to lead BPO transition initiatives, define objectives, scope and deliverables, and plan resources for offshore delivery.

The role requires strong project management skills, knowledge of iQMS standards, Six Sigma/LEAN exposure, and willingness to work night shifts to coordinate with client teams across global locations.

Qualifications

• Minimum 15 years of regular, full-time education (10 + 2 + 3).
• Knowledge of BPO Industry and Practices (Must Have).
• Knowledge and application experience of BPO Transition frameworks (Must Have).
• Willingness to work in flexible shifts and night shifts to interact with global client teams (Must Have).
• Possesses Passport and travel readiness (Must Have) due to travel.
• Exposure to Six Sigma or LEAN (Preferred).

Responsibilities

• Clearly define a project's objectives, scope & deliverables
• Estimate and plan personnel, equipment and financial resources
• Develop meaningful and workable project plans
• Handle conflict and change management effectively
• Identify, communicate and manage the risks associated with the project
• Ensure adherence to iQMS standards, establish audit trail for all the work done
• Regularly and professionally report project activities, deliverables and milestones to management
• Analyzes client business processes on off-shoring and develops transition plan for identified processes. Ensures maximum value to client & TCS while doing the same.
• Creates an effective project team with appropriate team composition
• Ensures required resources are arranged for transition-related training delivery
• Escalation Management-Interacts with stakeholders in infrastructure services, administration, etc to ensure appropriate connectivity and software installation, hardware and such other resources / logistics
• Monitors through effective dashboards the overall functioning of processes, identifies improvement areas and implementing adequate measures to maximize customer satisfaction levels during the transition phase
• Monitors Voice of Customer as captured during transition phases
• Ensure business operational design are reviewed and appropriate measurement systems are put in place to capture operational metrics
• Serves as the point of escalation for customers in transition-related matters (related to methodology validation, transition milestones, staffing, training, etc.)
• Ensure the process through transition, piloting and finally handing over to service delivery team in the Business As Usual (BAU) mode as per deadlines

Skills

BPO Industry Knowledge

F&A

Project Management Tools

BPO Transition Frameworks

Six Sigma / LEAN

MS Office Suite

Imaging & Workflow tech

Communication Skills

Night Shifts & Global Interaction

Passport & Travel

Education

Minimum 15 years of regular, full-time education (10 + 2 + 3)

Job description

Qualification

Minimum 15 years of regular, full-time education (10 + 2 + 3).

Industry

Retail

Key Responsibilities

Manage transition cost.

Understand the customer process & success fully transition the same to the outsourced.

• Clearly define a project's objectives, scope & deliverables
• Estimate and plan personnel, equipment and financial resources
• Develop meaningful and workable project plans
• Handle conflict and change management effectively
• Identify, communicate and manage the risks associated with the project
• Ensure adherence to iQMS standards, establish audit trail for all the work done
• Regularly and professionally report project activities, deliverables and milestones to management

Knowledge & Skills

• Knowledge of BPO Industry and Practices (Must Have)
• F&A
• Project Management Tools & Techniques, PMP, Prince II (Preferred)
• Knowledge and application experience of BPO Transition frameworks (Must Have)
• Exposure to business process Quality Management framework, ex. Six Sigma or LEAN (Preferred)
• Proficiency in MS office tools like Project, Excel, Visio, PowerPoint & Word (Must Have)
• In-depth knowledge of technology solutions related to BPO solutions around imaging and workflow (Preferred)
• Good written and verbal communication skills (Must Have)
• Willingness to work in flexible shifts and more often in Night shifts to interact with Client teams based in global locations.(Must Have)
• Possesses Passport (Must Have) & US/UK/Schengen VISA (Preferred) as job involves extensive travel and extended stay away from home country..

Transition Ownership

• Analyzes client business processes on off-shoring and develops transition plan for identified processes. Ensures maximum value to client & TCS while doing the same.
• Creates an effective project team with appropriate team composition
• Ensures required resources are arranged for transition-related training delivery
• Escalation Management-Interacts with stakeholders in infrastructure services, administration, etc to ensure appropriate connectivity and software installation, hardware and such other resources / logistics
• Monitors through effective dashboards the overall functioning of processes, identifies improvement areas and implementing adequate measures to maximize customer satisfaction levels during the transition phase
• Monitors Voice of Customer as captured during transition phases
• Ensure business operational design are reviewed and appropriate measurement systems are put in place to capture operational metrics
• Serves as the point of escalation for customers in transition-related matters (related to methodology validation, transition milestones, staffing, training, etc.)
• Ensure the process through transition, piloting and finally handing over to service delivery team in the Business As Usual (BAU) mode as per deadlines