Job DescriptionJob Description-
nKnowledge &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• Good written and verbal communication skills (Must Have)
n• Willingness to work in adaptable 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..
nTransition 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 methodolo