Transition Manager

Job Description

JOB OVERVIEWTransition Manager will be part of the Project Management Office. The person will work closely with the operations team, executive management, and clients to ensure an effective and seamless transition from a request-for-information/proposal (RFI/RFP) stage to routine operations and delivery. The Transition Manager forms an important link between customers, executive leadership, and the delivery team.REPORTS TO CEORESPONSIBILITIES & DUTIESRequest-For-Information (RFI) and Request-For-Proposal (RFP) managementAnalyze business case and carry out cost-benefit analysis from a financial and operational standpoint for all new requests in consultation with stakeholdersInitiate and co-ordinate proof-of-concept (POC) studies and early trials/pilots for new projects, processes, and requestsPrepare project plans, both detailed & high level; design and implement appropriate program structure for each transitionPrepare detailed plans for volume ramp, communication and governanceMonitor progress of transition effort against the original business case in line with the agreed scopeStudy modification and transformation requests and incorporate relevant requirements into the solutions and delivery designWork with process training teams on transfer of knowledge (KT), early implementation, and certification of delivery agents and analystsWork with the Quality team to establish a detailed quality mechanism to achieve the SLAs and KPIsIdentify and monitor defects & risks; carry out Root Cause Analysis (RCA) and implement Corrective & Preventive Action plans (CAPA) at the transition stageMaintain the required documentation from the commencement of project till the process is being handed over to Operations to track all the milestonesActively track, monitor, escalate and resolve issues and conflicts that arise as part of planning and executing transitionsWork with cross functional teams to deliver projects as per the timelinesUnderstand client requirements on a continual basis and keep abreast of changes in the business environment as it impacts clients and the industryKeep abreast of transition best practices and developments; actively seek and share learningsCarry out process Failure Mode & Effects Analysis (FMEA)Track and report on milestones for transitions (including budgets)ESSENTIAL REQUIREMENTSSolid understanding of contractual documentation and terminology such as Non-Disclosure Agreement (NDA), Management Services Agreement (MSA), Statement of Work (SOW), Level of Effort (LOE), Service Level Agreement (SLA), etc. and ability to draft documents in consultation with Legal, Risk & Compliance, IT, Operations, Finance and other teamsExperience in leading teams in-person and virtuallyAbility to work within a matrix management and organizational structureAbility to handle multiple deliverables and tight deadlines with quality and timelinessAbility to foresee critical risks at design, solution & transition stageExcellent communication and presentation skills (verbal and written)Excellent working proficiency in Microsoft Office suiteADDITIONAL REQUIREMENTSExperience in non-IT transition, including voice and non-voice processesProject Management certification (like PMP) will be an added advantageSix Sigma Green Belt certification will be an added advantageDomain knowledge of e-commerce and computer vision will be an added advantageStrong team building and management skills focused on grooming talent, sharing best practices and effective stakeholder management both internal and client-sideWORK EXPERIENCE10 years in project management, operations and/or service deliveryMinimum 4 years of experience in Transition role with BPO / ITeS set-upEDUCATIONA full-time Bachelors degree in a commerce or science stream; preferably a Masters degree or equivalentREMOTE WORKThe role requires in-office presence and will involve travel to delivery centers, customer premises and other need-based locations to meet stakeholders.

Keyskills :
contract negotiationsrisk managementmanagementdelivery managementproject biddingrfpsix sigma green beltproject management