All migrations / transitions at WNS is supported by a central transitions team. The principle role of this team is to manage, own and act as a custodian for all transitions that take place across the length and breadth of the organization for all geographies. Transitions commence once a new project has been signed-off and ends when all processes of that project have gone live, stabilized and all client deliverables, goals and metrics have been achieved. Additionally, this team is also responsible for creating customized solutions and pricing for RFP and deal pursuits.
Key responsibilities:
- Lead large/multiple transitions of clients’ processes
- Thorough project planning and reporting to clients, internal stakeholders and transition leaders
- Thorough and proactive project review – Risk, Issue, escalation and milestone management
- Identify areas for efficiency improvement and implementing the same
- Build close rapport with key internal stakeholders and clients
- Manage project escalations and conflicts in projects
- Mentor and coach direct reports to aid in their development
- Strong focus on positive transition outcomes:
- Project Financials (people, technology, infrastructure, etc.) - balance risks with speed of execution
- Customer Experience – understand client needs, wants and expectations and manage them effectively
- Metrics Delivery – Setup metric deliverables and reporting effectively to ensure visibility and achievement of goals from day 1 of go-live
- Required to lead multiple initiatives / projects concurrently (where applicable)
- Compliance and continuous improvement to the WNS Transition Methodology
- Design transition solution for new opportunities (RFI/RFP)
- Respond to RFI/ RFPs along with the solutions team
- Able to take on additional responsibilities in the transition function (e.g. capability building)
Qualifications and skills:
- Excellent project management skills applied to wide range and number of project types, complexities, domains and geographies
- Self-starter, independent, initiator, strong organizational, presentation, interpersonal and consultative skills is a must
- Strong CRM skills Deep understanding of the different aspects of BPO business – QA, MIS, SLA, Base-lining, etc.
- PMP or other project management certification is a plus
- Knowledge and/or experience or certifications in Six Sigma or Green belt / black belt 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
- Financial acumen Interpreting and applying rules, regulations, policies, and procedures Technology and system orientation
- 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
Competencies/ Skill set:
- 10+ yrs of experience & min of 4-5+ yrs End to End Transition exp is Mandate (Should have worked on RFP’s, RFI’s, create Transition Plan, New Logos, Due diligence, Knowledge Transfer, Governance, Toll gate activities, Go-Live and until the project is handed over to business etc)
- BFS/Insurance/F&A experience is a must
- Demonstrated hands on experience in driving in successfully leading large multi-dimensional transitions
- At least 10 years of intense customer facing roles
- Managed / liaised with Projects teams to deliver the technology and enabling tool as part of transition project deliverable
Work Location : Bangalore, Chennai, Pune, Gurgaon | WFO mode
Individual Contributor Role