KPO Manager(Ops)

4 weeks ago

Hyderabad, India Virtusa Full time
KPO Manager(Ops) - CREQ186605 Description

JOB DESCRIPTION

Skill: – KPO Ops Manager

Role / Tier:-Manager / Asso. Mgr – T1

Required Qualifications:

Key Responsibilities:
Managing the complexity associated with changes and service management.
Allowing for innovation while minimizing the unintended consequences of change.
Changes to existing services, expansion, reduction, change of supplier, acquisition or disposal of sections of user base or suppliers, change of requirements or skills availability.
Migrating knowledge, systems, and operating capabilities between an outsourcing environment to an in-house staff or vice versa.
Establish & Manage Relationships / Engagement with the Clients.
Ensure that the migrations are done in an effective manner.
Responsible for following agreed governance model, escalation & communication plan.
Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth.
Participate in weekly and monthly calls with clients to understand the expectations and implement the required changes.
Identify and drive continuous improvements and initiatives in process.
To ensure that all internal/external customer queries are followed up on a timely basis.
Collaborate with internal teams.
To be the Key contact for all queries with specific transition assigned.
Contributes towards the achievement of the company's strategic and operational objectives.
Skill Set:
Excellent communication skills(verbal and written) and facilitation skills.
Transparency.
Confidentiality.
Multitasking.
Organizational skills.
Analytics.
Project Management.
Change Management.
Good Time Management Skills with the ability to plan and priorities.
Critical & Analytical thinking.
Should be process and result oriented.
Good presentation and communication skills.
Persuasive, collaborative and influencing skills.
Strong interpersonal skills to manage client expectations.
Transition Methodology
Typically transition management methodology consists of five phases:
Discovery and Assessment.
Project Preparation.
Solution Design and Planning.
Transition Execution.
Testing & Pilot.
Steady State Turnover/Implementation.

Primary Location Hyderabad, Andhra Pradesh, India Job Type Experienced Primary Skills Project/Program Reporting Years of Experience 15 Travel No

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