Performance Management and Transition Coordination
Driving Performance Management: Overseeing day-to-day rigorous performance management, delivering the receiving side of scope expansion, and ensuring value assurance
Coordinating Scope Expansion: Managing transitions & the launch of optimization and automation processes, including scaling ABS scope expansion & ensuring on-time delivery tracking
Developing SLAs: Mapping currently available SLAs, developing a roadmap for their migration, and creating detailed SLAs for all processes
Documentation and Process Mapping: Capturing current state process and develop ideas for long-term improvement and process harmonization (see Op Excellence)
Creating Standard Operating Procedures: Coordinating the documentation of processes and creation of ABS Standard Operating Procedures and Service Level Agreements
Knowledge Transfer and Change Management
Ensure a comprehensive documentation of existing processes, workflows, and systems is being created
Conduct training sessions for the offshoring / outsourcing partners team to ensure they understand the processes and expectations
Ensure the offshoring / outsourcing team to shadow current employees to gain practical insights
Keep all stakeholders informed about the transition process and timelines
Establish channels for feedback to address any issues promptly
Implementation
Ensure implementation plan is known and accepted by all stakeholders (Start with a pilot phase to test the new setup and make necessary adjustments, gradually transition all processes to the partner, ensuring minimal disruption to operations)
Continuously monitor the performance of the BPO partner against the agreed SLAs and KPIs
Governance and Risk Management
Designing Governance Structures: Designing governance, roles, responsibilities, key processes and reporting tools to manage ABS delivery performance
Managing Risk and Compliance: Ensuring adherence to regulations and policies, and managing risk, budget costs, and system tools and platform
Stakeholder Management and Communication
Communication: acts as the main point of contact between all stakeholders including internal and external stakeholders
Ensures stakeholders have access to all relevant information on the transition at all times
Your Experience And Qualifications
Bachelor Degree with Relevant Business Experience or Masters Degree (preferred) in Business, Total Quality Management or similar
Minimum Relevant 7+yrs of experience
Project Management Professional (PMP), Certified Business Process Professional (CBPP), or Six Sigma are an advantage
Project Management: project planning, execution, risk mitigation, communication of progress to senior leaders
Technical skills: Expertise in systems like SAP, tools such as Tableau, and methodologies including Lean Six Sigma
Process Automation and Optimization: Skills in process automation, end-to-end (E2E) process design, and optimization
Communication and Collaboration: communication and collaboration skills to engage with various stakeholders
Change Management: expertise in managing change, understanding the impact on employees and processes and mitigate strategies to minimize risks
Strategic Thinking: ability to align the transition with the overall business strategy
Leadership and Team Management: ability to lead and motivate diverse teams, ensuring alignment along the process
Problem solving: ability to quickly identify and resolve issues

Program Manager, Transition and Deployment

Job Description

Required Skills