Director - Transition

Job Description

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
• Strong expertise in end to end Transitions
• Should have exposure to RFP / RFI and other deal pursuits
• 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
• Experience in managing AI solution deployments

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
• Flexibility to work in different timezones as per project requirements
• Availability to travel to Domestic or International locations for project support as per project requirements
• 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:

• E2E Transition exp
• Demonstrated hands on experience in driving in successfully leading large multi-dimensional transitions
• 10+ years of intense customer facing role out of which at least 5 years exposure to transitions / project management
• Managed / liaised with IT Projects teams to deliver the technology and enabling tool as part of transition project deliverable

Mandate Skillset :

Client Facing role

Overall 15+ Years of experience and a min of 6+ Years of Transitions experience with Good Comm skills

Responsible for end to end Transition activities (Preferred) - should have worked on large (RFP, RFI'), Risk mitigation, Support Solutions team, execute and own entire deal and setting up the project , Coordinating with Sales team, identification of seats, IT setup, procurement initiations, training agenda, due diligence, managing governance, monitoring UAT & Testing, until go-live and process stabilization etc

Setting up any new business (Should work extensively with clients and internal teams, IT, HR, Ops etc) for a smooth project Transition

BPO/BPM/ITES Transitions exp preferred

Qualifications

Graduate with PMP/ PMI ACP certification