Primary purpose of the position: Understand Client requirements for a Project; Execution and implementation of complex and comprehensive network solution projects for a line of client processes; Focus on developing and deploying tools/ methods/ best practices to drive seamless transitions from clients to the company while reducing transition costs and timelines.
Essential duties / responsibilities of the position:
Routine
Liaise with Clients to understand Client needs and map processes
Travel to client site as and when required
Ensure clarity on performance standards and SLAs required by the client
Negotiate with the client on SLAs so as to ensure the quality of deliverables are achievable with respect to timelines & costs and finalise on the same
Interact with the Operations Head & other key positions to articulate client needs
Ensure regular interaction with the Technology team to state clear support expectations & information they would require from the client
Conceptualize a project plan clearly outlining the infrastructure, timelines and phases of the project
Ensure the accurate replication of all processes
Supervise writing of manuals to document specifics of SLAs & other details in order to maintain record of all transactions
Handhold the process from the time the contract is signed, through the pilot phase, till the process becomes productive
Ensure during process migration, every phase of the methodology is strictly followed with no omissions
Conduct regular meetings and review sessions to ensure all concerned parties are informed
Act as the client contact and maintain a healthy business relationship by answering queries, solving problems and reviewing performance of the process
Assist the Human Resource department with recruitment by offering a client perspective of the processes & the required skill set
Ensure adherence to norms specified by COPC certification and ISO 27001 specifications
Client Interface
Identify process gaps and collaborate with the through the front-end sales/ team/ account managers to formulate solutions.
Act as an interface between the front-end sales team/ account managers and the Senior Management.
Provide regular project updates during transition phase
Conflict Resolution
Conduct timely meetings to ensure open communication and devise an action plan to address issues/ concerns raised.
Respond and resolve issues arising out of work or from within the team or across departments that may have a bearing on team effectiveness
Need-based escalation of decisions and ensure proper follow-up of the same
POSITION REQUIREMENTS
Graduate in any discipline,
Preferred:
MBA/ PGDBM from a reputed Institute, Prince Certified, PMI certified
MINIMUM YEARS OF EXPERIENCE:
2-4 years of prior relevant experience; Must have expertise in implementation, program management, defining & re-engineering a process and implementing quality initiatives; Must have handled at least 2-3 transitions independently; Exposure to Project Management, Technology Design, Client interaction, Technology Transition / Migration would be an asset; In-depth knowledge on Networking Technologies including Routing / Firewall / Voice Avaya / Nortel would be advantageous; Knowledge/skill to design the Network for BPO/Call Center at offshore would be beneficial.
Adept at communicating across business and cultural barriers to ensure customer satisfaction; Knowledge of writing proposals & documentation, Exceptional presentation skills, Capability to develop and maintain strong relationships, Potential to handle multiple priorities simultaneously, Thrive in a team-oriented & deadline driven environment, Aptitude for negotiating & bargaining.
Strong Planning and Organizational skills, Confident and eloquent in written and oral communication, Analytical Skills, Self motivated, Focus on Quality, Target Oriented, High on Integrity, Crisis and conflict management, Decision Making, High follow up skills, Enthusiastic, Outstanding negotiation and persuasion skills, Proactive, Ability to handle stress, Take initiative, Team Player, Capable of leading a team, Ability to delegate responsibility, Comfortable at working with numbers, Cooperative, Excellent rapport building skills, Ability to drive results
Familiar with Operating Systems (Windows 98/95/2000/NT), Knowledge of MS Office, MS Visio and MS Project & PeopleSoft
Nature of experience: (In specific sector / position / role): BPO, IT, ITES
Work location: Malad(west), Mumbai
Ctc on offer: 7.50 lacs p.a
Pl send your cvs to executivesearch.hrinterface@gmail.com mentioning:
Name:
Mobile No:
Email:
Current Company:
Designation:
Experience in voice based transitions in years:
Experience in other transitions in years:
Current ctc:
How soon can you join if selected?:
Regards,
HR Interface Executive Search
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