Director - Transition (BPO/BPM)

Independently lead transitions for a business cluster or a cluster of large and multiple transitions/ engagements

 Train, manage, mentor and direct Program Leads and Project Managers who execute these transitions Manage and resolve issues  Build close rapport with key client managers, internal and external stakeholders Owning compliance and continuous improvement to the WNS transition methodology Strong focus on positive transition outcomes Achievement of deal financials by ensuring transitions are aligned with design Customer Experience understand client needs, wants and expectations and manage them effectively. o Metrics Delivery ensure visibility and achievement of goals from day 1 of go-live Build transition capability Identify areas for functional improvement and capability building, lead implementation of the same Provide thought leadership to make transition solutions better, cheaper and faster Identify and lead projects that improve transition effectiveness Business Development Own and review transition solutions for new deals. Support sales, solutions and business functions o Focus on realistic deliverability of solutions, highlight gaps, identify and implement systemic fixes o Handling prospective / client presentations

Desirable certification in Project Management such as PMP or PRINCE2

Proven project management skills applicable to diverse project types, scales, complexities, domains, and geographies

Strong customer relationship management capabilities

In-depth understanding of various aspects of BPO business including QA, MIS, SLA, and base-lining.

Strong focus on deliverables with a commitment to meeting timelines and ensuring the quality of deliverables, Excellent decision-making skills.

Commitment to continuous improvement.

Self-starter with strong organizational, presentation, interpersonal, and consultative skills.

Knowledge and/or experience in Project Management methodologies and/or Six Sigma certification is a plus.

Work Experience:

• 15+ years of total experience with the majority being in a BPM/ BPO company with 10+ Years of demonstrated hands on experience in successfully leading large and complex transitions and intense customer facing roles
• Has managed and led a team of high performing and highly motivated transition managers
• Managed/ liaised with IT Projects teams to deliver the technology and enabling tools as part of transition project deliverables
• Managed Transformation projects which delivered efficiencies

Qualifications and skills

• Bachelors degree (graduate) in any discipline
• Excellent project management skills applied to a wide range of project types, scales, complexities, domains and geographies
• Strong customer relationship management skills
• Deep understanding of different aspects of BPO business in QA, MIS, SLA, base-lining, etc.
• Strong focus on deliverables - do whatever it takes to meet timelines and quality of deliverables
• Strong decision making skills
• Focus on continuous improvement
• Self-starter, independent, initiator. Strong organization, presentation, interpersonal and consultative skills is a must
• Knowledge and/or experience or certifications in Project Management methodologies and/or Six Sigma is a plus
• Supplemental
• Maintaining an established work schedule and strong work ethic
• Very strong analytical, planning, organizational, and time management skills
• Strong research skills including gathering and analyzing data from multiple sources
• Effective reporting and documentation skills
• Ability to maintain discretion and confidentiality
• Working in a cross-functional team and environment
• Strong business and financial acumen
• Interpreting and applying rules, regulations, policies, and procedures
• Technologically inclined
• Effectively using interpersonal and communications skills including tact and diplomacy to network with entire organization and get things done by building bridges
• Effectively using organizational and planning skills with attention to detail and follow through

Job Responsibilities:

• Independently lead transitions for a business cluster or a cluster of large and multiple transitions/ engagements
• Train, manage, mentor and direct Program Leads and Project Managers who execute these transitions
• Manage and resolve issues
• Build close rapport with key client managers, internal and external stakeholders
• Owning compliance and continuous improvement to the WNS transition methodology
• Strong focus on positive transition outcomes:
• Achievement of deal financials by ensuring transitions are aligned with design
• Customer Experience understand client needs, wants and expectations and manage them effectively.
• Metrics Delivery ensure visibility and achievement of goals from day 1 of go-live
• Build transition capability
• Identify areas for functional improvement and capability building, lead implementation of the same
• Provide thought leadership to make transition solutions better, cheaper and faster
• Identify and lead projects that improve transition effectiveness
• Business Development
• Own and review transition solutions for new deals. Support sales, solutions and business functions
• Focus on realistic deliverability of solutions, highlight gaps, identify and implement systemic fixes
• Handling prospective / client presentations

Work Location : Pune - Weikfield (100% work from Office)