Manager Transitions

Job Description

Roles and responsibilities: Customer: ▪ Works with the Clients to understand customer needs and accordingly deploy tools/ methods/ best practices to drive seamless transitions. Operational Excellence: ▪ Liaise with Clients to understand Client needs and map processes. ▪ Evaluate project risks, develop & implement mitigation plans. ▪ Ensure during process migration, every phase of the methodology is strictly followed with no omissions. ▪ Conduct regular meetings and review sessions to ensure all concerned parties are informed. ▪ Need-based escalation of decisions and ensure proper follow-up of the same. ▪ Ensure regular interaction with the Technology team to clearly state the expectations and support required from them. ▪ Ensure technology team has all the information they would require from the client. ▪ Conceptualize a project plan clearly outlining the infrastructure, timelines, and phases of the project. ▪ Ensure clarity on performance standards and SLAs required by the client. ▪ Ensure the accurate replication of all processes. ▪ Supervise writing of manuals to document specifics of SLAs & other details in order to maintain record of all transactions.▪ Understanding of TOPS and BEST framework. ▪ Travel to client site / delivery centre as and when required. People & Culture: ▪ Act as the point of contact for the client and maintain a healthy business relationship by answering queries, solving problems and reviewing performance of the process. ▪ Interact with the Operations Head & other key positions to articulate client needs.▪ Imbibes organizational values and governing principles.▪ Establishes innovative systems and procedures to deliver the expected outcome and continuously improvises on them. ▪ Respond and resolve issues arising out of work or from within the team or across departments that may have a bearing on team effectiveness. ▪ Assist the Human Resource department with recruitment by offering a client perspective of the processes & the required skill set. ▪ Conduct timely meetings to ensure open communication and devise an action plan to address issues/ concerns raised. Domain / Functional expertise areas: ▪ Advanced ability in MS Office ▪ Effective communication ▪ Analytical bent involving data crunching /analysis Competencies:▪ Delivers Customer Service ▪ Makes Decisions ▪ Builds Collaborative Relationships ▪ Supports Innovation & Continuous Improvement