Job Description

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

Performance parameters

• On time Go-Live and Stabilization

1. “Time to go live” as measured from project setup date to the actual time to go live date
2. “Time to stabilize” as measured from the project Go-live till consolidation tollgate approval
3. 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 need

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

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

Performance parameters

• On time Go-Live and Stabilization

1. “Time to go live” as measured from project setup date to the actual time to go live date
2. “Time to stabilize” as measured from the project Go-live till consolidation tollgate approval
3. 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 need

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

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