Role Summary
Understand the customer process \& success fully Transition the same to the outsourced
Clearly define a project's objectives, scope \& deliverables
Estimate and plan personnel, equipment and financial resources
Develop meaningful and workable project plans
Handle conflict and change management effectively
Identify, communicate and manage the risks associated with the project
Ensure adherence to TCS iQMS standards, establish audit trail for all the work done
Regularly and professionally report project activities, deliverables and milestones to management
Manage transition cost
Job Description
Knowledge of BPS Industry and Practices (Must Have)
Project Management Tools \& Techniques, PMP,Prince II (Preferred)
Knowledge and application experience of BPO Transition frameworks (Must Have)
Exposure to business process Quality Management framework, ex. Agile, Six Sigma or LEAN (Preferred)
Proficiency in MS office tools like Project, Excel, Visio, PowerPoint \& Word (Must Have)
In\-depth knowledge of technology solutions related to BPS solutions around imaging and workflow (Preferred)
Good written and verbal communication skills (Must Have)
Willingness to work in flexible shifts and more often in Night shifts to interact with Client teams based in global locations.(Must Have)
Possesses Passport (Must Have) \& US/UK/Schengen VISA (Preferred) as job involves extensive travel and extended stay away from home country.
Analyzes client business processes on offshoring and develops transition plan for identified processes. Ensures maximum value to client \& TCS while doing the same.
Creates an effective project team with appropriate team composition
Ensures required resources are arranged for transition\-related training delivery
Escalation Management\-Interacts with stakeholders in infrastructure services, administration, etc to ensure appropriate connectivity and software installation, hardware and such other resources / logistics
Monitors through effective dashboards the overall functioning of processes, identifies improvement areas and implementing adequate measures to maximize customer satisfaction levels during the transition phase
Monitors Voice of Customer as captured during transition phases
Ensure business operational design are reviewed and appropriate measurement systems are put in place to capture operational metrics
Serves as the point of escalation for customers in transition\-related matters (related to methodology validation, transition milestones, staffing, training, etc.)
Ensure the process through transition, piloting and finally handing over to service delivery team in the Business As Usual (BAU) mode as per deadlines
Does risk assessment as required
Develops appropriate business continuity plans \& communicates the same to stakeholders
Provide definite skill set \& job descriptions, explain the same to HR, Delivery and L\&D
Provide pre\-process training content to L\&D
Participates in learning sessions to share one’s own expertise in process / domain / management scope as required
Create domain based Collateral and artifacts that will be used for customer presentations/source
Provides input for RFIs / RFPs with a focus on creating business value for client through a consultative relationship with client / geography sales teams / delivery managers
Manages client visits / floor walks to delivery site \& appropriately projects
Mumbai
BUSINESS PROCESS SERVICES
Manager
415073
Human Resource
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