Preferable Industry Exposure BPO customer facing, project management, operations. Required to have work experience with best in class 3rd party BPOs
As one of the key leaders in the transition function, the role has a very degree of impact to our overall performance. We are looking for a thought leader who will bring best practices on board and look at strategic opportunities, instead of focusing only on transition execution.
Key Performance Areas
Delivery high impact improvement projects to make transitions more effective, faster better cheaper.
Ensure these improvement projects are having a real impact on actual transitions ensure adoption of improvement initiatives
Train and mentor transition team members to improve functional performance
Review current measurement system and improve
Identify internal issues that are impediments to great performance, and solve for them
Building transition solution for new opportunities RFIs RFPs
Demonstrated ability to bring about systemic, sustainable change improvement
Thought leadership to carve out themes and opportunity areas instead of focusing on solving for transactional issues
Focus on continuous improvement should be data centric in problem solving approach.
Formal certifications like Six Sigma Green Belt Black Belt are not mandatory, but are very strongly preferred.
Deep transition experience handled multiple, large transitions with different levels of complexity
Handled a team of high performing high ambition Transition Managers
Strong Project Management skills
Deep understanding of the different aspects of BPO business in QA, MIS, SLA, Base lining, etc.
Strong focus on deliverables do whatever it takes to meet timelines and quality of deliverables
Hands on, not a delegator
Should be at least GB certified, preferably BB or MBB trained certified
Should have worked in 2 3 companies, so has an understanding of different cultures and best practices
Self starter, self driven, can do attitude
Looks for improvement opportunities, balances quest for perfection with getting things done
a) Ability to network with entire organization, specially senior stakeholders and get things done by building bridges
b) Ability to do lot of multitasking as and when required
c) Calm under pressure
Data centric, makes data backed decisions
Acts as a coach
Expertise in project management tools and methodologies. Should be very proficient in MS Project