Job Description

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Position Title, Responsibility Level
Assistant Vice President/
Sr. Assistant Vice President
Function
Transitions
Reports to
Sr. Assistant Vice President/
Vice President
Permanent/ Temporary
Permanent
Span of Control
Manager or Sr. Manager-Transitions (# will depend upon program scope)
Location
Noida/ Pune
Basic Function
The resource will be responsible in ensuring (through Program Leads that are leading specific client Transitions engagements) that the Transitions are successful. In addition to enabling seamless Transitions, the resource 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 resource will also lead new business pursuits (RFPs) to develop customized solutions. The resource is expected to take over the Transitions of a specific client engagement as the Lead when an opportunity translates into new business.
Essential Functions

• Process Transitions. Execute transition of processes with end to end accountability. Establish Robust Project plan, clearly specifying various tollgates, tasks, planned/actual start and closure date, responsibility and completion status. Establish organized 'Ways of working' through structured Governance Model and Escalation Matrix. Consultants in this practice will be required to work closely with our clients on onsite projects
• Transitions Review. The resource will partner with the Business Transitions Team to ensure that program and project implementations are meeting or exceeding client and EXL expectations. This will entail periodic review of Transitions (jointly with Program Lead and Operations Lead), mentoring of MMs and providing actionable feedback to overcome any challenges observed
• Solution and implementation design. The resource will work with the Business Development Team or Strategic Deal Team to build customized solutions for new client engagements. This will entail creating compelling value proposition for the clients, developing Transitions and implementation solution, providing inputs to effectively price service provision.
• Op-ID & DD. Performs Due diligence/ OP-ID exercise for the trial business and prepare Statement of work, submit the recommendation for outsourcing based on the current capabilities
• Building Capability in Transitions Function. The resource will be responsible to bring innovation to the Transitions function by developing new and improved frameworks that will enable more effective Transitions. This will entail assessment of new tools that can be employed in Transitions, rethinking existing approaches to typical issues, understanding challenges and learning across different engagements and subsequently incorporating these in our Transitions methodology.
• Training and Development. The resource is expected to develop and implement training and development programs for Transitions Managers. The trainings could be functional, domain or developmental
• Compliance:-

• Review projects at milestone dates for compliance to methodology and policies
• Drive compliance
• Ensure Risks are reviewed along with mitigations or a POA in place
• Escalate discrepancies if any
• Educate Transition Managers as required

Performance parameters

• On time Go-Live and Stabilization
• "Time to go live" as measured from project setup date to the actual time to go live date
• "Time to stabilize" as measured from the project Go-live till consolidation tollgate approval
• On time and accurate tollgate sign off

• Gross Margin Impact as calculated by the variance of actual vs planned
• Customer Satisfaction (Internal and External) on overall Transition Project Management support
• Rating provided by the respective sales lead / solution architect on the contribution
• Process improvement applicability evaluation, proposal creation, preparation of road map, implementation and client sign off on benefits

Primary Internal Interactions

• Process Transitions. Extensive interaction with business users, senior management and IT personnel of EXL
• Transitions Reviews. Program Leads, Transitions Managers, Operations Leads, Operations Managers, Quality and PE team
• Solution and implementation design. BD Team, Strategic Deal Team, designated operations and enabling functions engaged on case by case basis
• Building Capability in Transitions Function. Other members of Corporate Transitions Team, Operating Leads, Quality and PE team
• 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 in the Solutioning and Implementation Design role wherein the incumbent will interact with client stakeholders to present the solution and Transitions capabilities, address any questions they may have, and set up new implementations

Skills
Technical Skills

• MS Project: Hands-on experience in creating and maintaining project plans. Report out using basic MS Project options
• MS Visio: Create and Maintain process maps
• MS Excel: Create and manage detailed project plan with specific tollgates, milestones, planned/actual start and closure date, responsibility and completion status
• MS Power point: Governance meetings to provide the updates based on the expectations from the target audience

Project Specific Skills

• Project management skills. Ability to independently manage the end-to-end Transition project within the allocated budgets and timelines
• Project scoping for new/existing business processes in collaboration with Sales and Account Management
• Understands customer risk/ change appetite and tune up the transition model/ solution accordingly
• Set and manage expectations with both Internal and client stakeholders to ensure Zero surprises
• Interacts with all internal and client departments in project planning, align everyone to buy-in the project vision and work towards the common goal
• Takes ownership and Follow-up with task owners on time to ensure timely and effective completion
• Analytical skills
• Problem solving skills

Soft-skills

• Excellent Communication skills - ability to engage with clients as well as internal stakeholders and convince them about the proposed idea, solution
• Consultative Mindset- Out of the box thinking, ability to question status quo
• 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
• Ability to operate in a matrix environment - while the Corporate Transitions Team does not "own" program implementation, it will have to partner with Business Transitions Team and Operation Team to enable successful Transitions.
• Data Gathering and Handling Skills - sorts through complex data; gathers other relevant viewpoints and identifies business impacting issues
• Problem Solving and Decision making Skills
• BPO industry knowledge, including understanding of enabling functions (technology, pricing) and operating environment

Education Requirements

• Graduation in any stream (essential)
• Post-graduation, business management (preferred)
• PMP, PRINCE2 certification (preferred)

Work Experience Requirements

• 12+ years of experience, most of which should be in BPO environment
• 8+ years of the BPO experience should be in Transitions
• 5+ years of core Project Management/ Solutioning experience.
• Should have Program Management experience of a small to medium size engagements

Other Requirements:

• Valid Passport
• Requirement for Transitions FLC

Acknowledgement (acknowledge that the information contained in this document is factual and complete)
Candidate Supervisor/Manager Date