Senior Project Manager at WNS Global Services

Job Description
The WNS transition plays a key role in stabilizing new processes being migrated within the designated area and subsequent smooth running of the same.  This includes setting up of performance metrics, regular monitoring of performance,  ensuring controls are in place for every process, ensuring Risk Analysis is performed for every process, ensuring adequate training of resources including cross training takes place, establishing communication channels with various onshore teams and building relationships for long terms success of the processes

The role also involves working closely with other functions within like HR, Finance, Operations and Risk to ensure processes receive adequate support from each function. In this role, he/she is expected to ensure performance metrics are established for each process; regular meaningful performance reports are being produced and analyzed leading to an action plan. Moderate to extensive travel depending on project involvement. Varied shift timings dependent on client location/requirements

Competencies:          

• Leadership – Leads by example and is an effective role model (e.g. takes the lead and actions reflect an appropriate level of independence; demonstrates the ability to initiate and effect change and continuous improvement, contributes significantly to the on-going development of people.)
• Communication – Is organized, clear and confident in written and oral communications.  Actively engages in discussions offering expertise, opinions and advice.
• Teamwork – Creates and/or contributes to an environment of collaboration and mutual responsibility (e.g. effectively influences others to gain cooperation and address issues; initiates and is responsive to requests from other products, regions, etc.)
• Should be creative and innovative; challenges status quo; generates strategic advice/product/client solutions
• Have a track record of formulating innovative ideas and gaining buy-in from senior management in addition to a track record of execution/delivery/process improvement/leadership in a challenging environment

 Job Responsibilities:

•       Responsible for leading the assigned projects
•       Accountable for the success of an assigned transition project
•       Responsible for an array of activities including initializing and planning projects, developing project cost structure, tracking and reporting project deliverables, managing risk, applying project management processes and tools and ensuring projects are completed on time, within budget and with high customer satisfaction.
•       Understand and translate business requirements into a standard solution offering deal approach, solution plan, proposal and cost estimate leveraging standard / nonstandard processes
•       Collaborate with the front facing organization (Sales and business development team) to create and represent the solution offering to the customer
•       Assist in risk assessment of solution
•       Engage with the delivery teams in operations and stay abreast with the capabilities, maturity and success stories and articulate the same for new deals & responses.
•       External breathing on Global market and trends of offshoring/outsourcing in the BPO industry, technology & tools and their impact on underlying business processes and share the happenings with WNS leadership and key leads engaged in new deals.
•       Engage with relevant technical teams to develop technical solutions (New tool implementation impacting business processes)
•       Engaging with relevant process excellence stakeholders to articulate the process excellence (Quality & Continuous improvement) capabilities
•       Provide inputs to Financial Analyst to develop the business case and commercial negotiation strategy
•       Participate in onsite/remote due diligence exercise in the process of creating solutions to the client. (Open for travel with shorter notices)

Qualifications
Work Experience:

•   At least 5yrs years of experience in a BPM / BPO company
•   At least 5-10 yrs managing complex Transitions or Projects
•   At least 5 years of intense customer facing roles
•   Demonstrated hands on experience in driving in successfully leading large multi-dimensional transitions
•   Managed / liaised with IT Projects teams to deliver the technology and enabling tool as part of transition project deliverables

Qualifications and skills

•     Excellent project management skills applied to wide range and number of project types, complexities, domains and geographies
•     Bachelor’s degree (graduate) in any discipline
•     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