Manager-Transition-Digital Operations
The incumbent will be responsible for leading Transitions anywhere from across the EXL global footprint. The candidate should have an in-depth knowledge of business process Transitions.
The incumbent will be responsible in ensuring that the process Transitions are successfully implemented. 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 incumbent 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
- Manage end to end business process Transition projects, i.e. from solution design to steady state
- Work closely with our onshore clients, and internal stakeholders
- 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 enabling teams at 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. BD Team, Strategic Deal Team, designated operations and enabling functions like recruitment, HR, Technology, LIFE, Compliance, Legal, L&D, etc. engaged on requirement basis
- Training and Development. Program Leads, Transitions Managers, Training function, external vendors as needed
Primary External Interactions
- The primary external interactions of the incumbent will be throughout transition lifecycle role wherein the incumbent will interact with client stakeholders to present the solution and Transitions capabilities, and transition progress updates
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
- 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
- Program Management experience of a small to medium size engagement
- Valid (10 year / 5 year) US &/or UK Visa will be an added advantage
In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets