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
- Positive written and verbalcommunication 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..
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-re