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Extensive experience in managing end to end third party transitions and ramp-ups
Handling projects independently with different stakeholders and Leads at Clients end for new business or ramp up plan.
Experience in Stakeholder Management (External & Internal) and establishing Governance mechanism (coordinating with operations and support functions)
Experience in Identifying and defining business case; defining project tasks and resource requirements; developing detailed project charter, project plan and transition plan depending on solution complexity, priorities and deliverables.
Responsible for risk management - understand the business and operational risks and develop and execute mitigation plans. Responsible for driving process specific business continuity planning.
Responsible for the creation and/or maintenance of project management documents including all status reports, project plans, knowledge transfer documentation, requisite approvals on Clarity
Responsible for creation of all important contractual documents laying down the agreement , Transition charges and Steady state charges (End to End until fully executed)
Experience in opportunity analysis / due diligence of potential projects. Support Solutioning of new bids / RFP-RFI responses/Client Presentations and sales cycle
Ability to adapt to change, ability to respond effectively to change, and ability to tolerate and manage stress on the job
Lead effort to provide responses to RFPs and RFIs, participate in client deals.
Helping the Ops in dealing with Change management activities during the course of transition and stabilization of the process.
Manage the transition into the BPO delivery centre to ensure a smooth and successful transition on-site or from a remote location
•Ensure that the transition is completed within the allocated budgets and time-frames
•Work with various functions of the BPO centre like Finance, HR, IT etc to ensure operational set-up of the deal
•Identify means of improving our transition processes
Client facing activities:-
•Manage client site visit programs, especially during pre-sales and transition periods
•Ensure creation of supporting documents such as case studies, RFP, etc
•Work with deal teams to identify and train presenters to be involved in floor visits
•Liaise with Clients to understand Client needs and map processes.
•Delivering as per performance standards and Service Level Agreement (SLA)
•Designing, developing and implementing end to end project plan
•Identify process gaps and collaborate with the through the front-end sales/ team/ account managers to formulate solutions. Act as an interface between the front-end sales team/account managers and the Senior Management. Provide regular project updates during transition phase to all the concerned parties
•Conflict Resolution- 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.
•Ensuring Infra and Technology readiness for each and every location
•Define and create common processes and procedures for Client Services processes relating to Sales, visits, costing and transition
•Work with other functions in order to improve functioning of the AFS organization such as operational excellence initiatives, cost reduction etc
•Lead centre-wide initiatives in identified area