Transition Manager

Transition Manager

• Understand the customer process & success fully Transition the same to the outsourced
• Clearly define a project's objectives, scope & deliverables
• Estimate and plan personnel, equipment and financial resources
• Develop meaningful and workable project plans
• Handle conflict and change management effectively
• Identify, communicate and manage the risks associated with the project
• Ensure adherence to TCS iQMS standards, establish audit trail for all the work done
• Regularly and professionally report project activities, deliverables and milestones to management
• Manage transition cost

Knowledge &Skills :

• Knowledge of BPO Industry and Practices (Must Have)
• F&A
• Project Management Tools & Techniques, PMP,Prince II (Preferred)
• Knowledge and application experience of BPO Transition frameworks (Must Have)
• Exposure to business process Quality Management framework, ex. Six Sigma or LEAN (Preferred)
• Proficiency in MS office tools like Project, Excel, Visio, PowerPoint & Word (Must Have)
• In-depth knowledge of technology solutions related to BPO solutions around imaging and workflow (Preferred)
• Good written and verbal communication skills (Must Have)
• Willingness to work in flexible shifts and more often in Night shifts to interact with Client teams based in global locations.(Must Have)
• Possesses Passport (Must Have) & US/UK/Schengen VISA (Preferred) as job involves extensive travel and extended stay away from home country.

Transition Ownership:

• Analyzes client business processes on off-shoring and develops transition plan for identified processes. Ensures maximum value to client & TCS while doing the same.
• Creates an effective project team with appropriate team composition
• Ensures required resources are arranged for transition-related training delivery
• Escalation Management-Interacts with stakeholders in infrastructure services, administration, etc to ensure appropriate connectivity and software installation, hardware and such other resources / logistics
• 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
• Monitors Voice of Customer as captured during transition phases
• Ensure business operational design are reviewed and appropriate measurement systems are put in place to capture operational metrics
• Serves as the point of escalation for customers in transition-related matters (related to methodology validation, transition milestones, staffing, training, etc.)
• Ensure the process through transition, piloting and finally handing over to service delivery team in the Business As Usual (BAU) mode as per deadlines

Risk Assessment and Mitigation:

• Does risk assessment as required
• Develops appropriate business continuity plans & communicates the same to stakeholders

Talent Sourcing & Learning Support:

• Provide definite skill set & job descriptions, explain the same to HR, Delivery and L&D
• Provide pre-process training content to L&D
• Participates in learning sessions to share ones own expertise in process / domain / management scope as required

Business Development Support

• Create domain based Collateral and artifacts that will be used for customer presentations/source
• 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
• Manages client visits / floor walks to delivery site & appropriately projects delivery capabilities