Manager

Position Title, Responsibility Level

Manager/

Senior Manager -

Transitions & Solutions

Function

Transitions

Reports to

Sr. Manager / AVP

Permanent/ Temporary

Permanent

Span of Control

• Manager-Transitions (as applicable based on program size
• Individual Contributor

Location

As per requirement

Basic Function

The resource will be responsible for leading Transitions anywhere from across the EXL global footprint. The resource should have an in depth knowledge of Transitions.

The resource will be responsible in ensuring that the Transitions are successful. In addition to enabling seamless Transitions, the incumbent will also be responsible for building capability of the Transitions function, bring thought leadership to the table that improves Transitions set up and implementation.

The resource will also lead new business pursuits (RFPs) to develop customized solutions. The incumbent is expected to take over the Transitions of a specific client engagement as the Lead when an opportunity translates into new business.

Essential Functions

• Will execute transition of processes with end to end accountability

• Consultants in this practice will be required to work closely with our clients on onsite projects

• Provide ground level assessment and recommendations on processes with respect to process re-engineering and offshoring feasibility.

• The job will involve extensive interaction with business users, senior management and IT personnel of EXL.

• To lead client engagements, ensuring consistent service delivery

• Business development in select accounts

Primary Internal Interactions

• Transitions Reviews. Program Leads, Transitions Managers, Operations Leads, Operations Managers, Quality and PE team

• Solutioning and implementation design. BD Team, Strategic Deal Team, designated operations and enabling functions engaged on case by case basis

• Training and Development. Program Leads, Transitions Managers, Training function, external vendors as needed

Primary External Interactions

The primary external interactions of the resource will be in the Solutioning and Implementation Design role wherein the incumbent will interact with client stakeholders to present the solution and Transitions capabilities, and transition selected processes

Skills

Technical Skills

• Analytical skills
• Problem solving skills
• BPO industry knowledge, including understanding of enabling functions (technology, pricing) and operating environment
• Domain knowledge in specific vertical

Process Specific Skills

• Project management skills

Soft skills (Desired)

Soft Skills (Minimum)

• Communication skills - ability to engage with clients as well as internal stakeholders and convince them about the proposed idea, solution
• Self starter - there are no rigid boundaries in terms of the level of innovation that can be brought, and the incumbent will have to have the ability to be self motivated to pursue and explore different avenues to come up with the optimum solution

Education Requirements

• Graduate / Post Graduate in any stream
• PMP, PgMP certification (preferred)

Work Experience Requirements

• 10+ years of experience, most of which should be in BPO environment
• 3+ years of the BPO experience should be in Transitions
• Should have hands-on experience of migrating processes
• Program Management experience of a small to medium size engagement
• Valid (10 year / 5 year) US &/or UK Visa will be an added advantage

Annexures:

Requirement for TTL Vertical/ Travel Domain

Acknowledgement

___________________________________ ___________________________________________ ____________________________

Candidate Supervisor/Manager Date