Associate Director Transitions

Job Title: Associate Director TransitionsReporting to: Director / Senior DirectorLocation: Bangalore – HybridWorking Hours/ Days: 9 Hours / 5 Days a WeekShift: Night Shift (4:30pm-1:30am) 9hr shift(There can be fortnightly/ monthly call between 06:30am-2pm IST)Team Size: : I C roleCompany URL: Ideal candidature would be Minimum of 5+ years' experience handling independent Transitions. With minimum 5-7+ years' experience in the Contact Centre industry and overall experience of 12-14+ yearsSkills, Job Description and QualificationsSummary of the Role :Transition is responsible for end-to-end Project management. He/ She will be responsible for Initializing and planning projects, tracking, and reporting project deliverables, managing risk, applying project management processes and tools, and ensuring projects are completed on time, within Project Costing budgets. As a Project manager, it is critical for the Transition Manager to effectively communicate and liaise clearly with internal and external stakeholders.Job Description :Minimum of 5+ years' experience handling independent Transitions (IC Role) managing medium to large scale transitions which Include setting up of Inbound & Outbound processes/programs for International clients5-7+ years' current experience in the Contact Centre industry. Overall experience 12-14+ years.Experience in Customer-Facing roles preferred and should have worked with international clients. US Healthcare Domain knowledge would be an advantageExcellent project management skills applied to a wide range and number of project types, complexities, domains, and geographiesRelevant Contact Center/BPM industry experience of project management experience in small to medium projects, in which he/she has taken on the full range of project management tasks and responsibilitiesStrong track record in the project management of transition and AI/transformation projects, including management of issues, the ability to respond proactively to changing business circumstancesKnowledge and experience of service level measurement techniques and systems, including the practical knowledge of what should be measured and how to go about itEstablish a Robust Project plan, clearly specifying various tollgates, tasks, planned/actual start and closure date, responsibility, and completion status while understanding customer needs & the project requirementEstablish organized Ways of working through a structured Governance Model and Escalation Matrix. Thorough and proactive project review – Risk, Issue, escalation, and milestone managementAssess potential delay in the project tasks/ deliverables, work with the respective stakeholders to ensure the delay is avertedAnalyze the situation, understand, set, and manage the expectations from the client and the business to get things "Right the First Time"Ensure Customer Satisfaction (Internal and External) on overall Transition Stakeholder ManagementServing as a point of contact to lead specific projects and ensure team actions remain in synergyCommunicating with team members to keep the project aligned with their goals, which includes risk mitigationIdentify areas for efficiency improvement and work with the Operating and Transformation team to implement the sameStrong focus on positive transition outcomes:Project Financials (people, technology, infrastructure, etc.) - balance risks with the speed of executionCustomer Experience – understand client needs, wants, and expectations and manage them effectivelyMetrics Delivery – Setup metric deliverables and reporting effectively to ensure visibility and achievement of goals from day 1 of go-liveRequired to lead multiple transition initiatives/projects concurrently (where applicable) and work with the solutions team in responding to RFI/ RFPsCompliance and continuous improvement to the Transition MethodologyAbility to take on additional responsibilities in the transition function (e.g., capability building, etc)Performing quality control on the project throughout development to maintain the standards expectedSkills :Strong Domain Knowledge & exposure to Transition & Project Management MethodologyStrong planning and organizational skills with the ability to prioritize activities with a proven ability to consistently meet deadlinesAbility to manage client relationships with strong CRM skills and with good stakeholder and escalation managementStrong understanding of BPM Operations, Quality, and Service with a Deep understanding of the different aspects of BPM business QA, MIS, SLA, Baselining, etc.Self-starter, independent, initiator, strong organizational, presentation, interpersonal, and consultative skillsAbility to communicate effectively with diverse individuals, groups, and all levels of the organizationAptitude for translating complex topics into broadly understandable messages, tailored to various audiencesTeam player, dynamic & result oriented with an ability to build a close rapport with key internal stakeholders and clientsProfessional maturity and a sense of urgency and accountabilityExcellent spoken and written proficiency in English with excellent Presentation SkillsAdditional Requirements :Experience in Customer-Facing roles preferred and should have worked with international clients. US Healthcare Domain knowledge would be an advantageExcellent project management skills applied to a wide range and number of project types, complexities, domains, and geographiesRelevant BPM industry experience of project management experience in small to medium projects, in which he/she has taken on the full range of project management tasks and responsibilitiesStrong track record in the project management of transition and AI/transformation projects, including management of issues, the ability to respond proactively to changing business circumstancesKnowledge and experience of service level measurement techniques and systems, including the practical knowledge of what should be measured and how to go about itQualifications :Graduation/Post Graduation In any fieldShould have worked on MS Project, Visio, MS Office SuiteProject management certification (PMP, Prince2, or Equivalent) will be an added advantage