Job Description Job Description-
n Knowledge &Skills; :
n • Knowledge of BPO Industry and Practices (Must Have)
n • F&A;
n • Project Management Tools & Techniques, PMP, Prince II (Preferred)
n • Knowledge and application experience of BPO Transition frameworks (Must Have)
n • Exposure to business process Quality Management framework, ex. Six Sigma or LEAN (Preferred)
n • Proficiency in MS office tools like Project, Excel, Visio, PowerPoint & Word (Must Have)
n • In-depth knowledge of technology solutions related to BPO solutions around imaging and workflow (Preferred)
n • Valuable written and verbal communication skills (Must Have)
n • Willingness to work in flexible shifts and more often in Night shifts to interact with Client teams based in global locations.(Must Have)
n • Possesses Passport (Must Have) & US/UK/Schengen VISA (Preferred) as job involves extensive travel and extended stay away from home country..
n Transition Ownership:
n • Analyzes client business processes on off-shoring and develops transition plan for identified processes. Ensures maximum value to client & TCS while doing the same.
n • Creates an effective project team with appropriate team composition
n • Ensures required resources are arranged for transition-related training delivery
n • Escalation Management-Interacts with stakeholders in infrastructure services, administration, etc to ensure appropriate connectivity and software installation, hardware and such other resources / logistics
n • 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
n • Monitors Voice of Customer as captured during transition phases
n • Ensure business operational design are reviewed and appropriate measurement systems are put in place to capture operational metrics
n • Serves as the point of escalation for customers in transition-related matters (related to methodology validation, transition milestones, staffing, training, etc.)
n • Ensure the process through transition, piloting and finally handing over to service delivery team in the Business As Usual (BAU) mode as per deadlines
n Risk Assessment and Mitigation:
n • Does risk assessment as required
n • Develops appropriate business continuity plans & communicates the same to stakeholders
n Talent Sourcing & Learning Support:
n • Provide definite skill set & job descriptions, explain the same to HR, Delivery and L&D;
n • Provide pre-process training content to L&D;
n • Participates in learning sessions to share one's own expertise in process / domain / management scope as required
n Business Development Support
n • Create domain based Collateral and artifacts that will be used for customer presentations/source
n • Provides input for RFIs / RFPs with a focus on creating business value for client through a consultative relationship with client / geography sales teams / delivery managers
n • Manages client visits / floor walks to delivery site & appropriately projects delivery capabilities