Location
Bangalore | India
Job description
- Contribute to the definition and apply a structured approach and methodology for driving the implementation of the Alcon Global Services business model (i.e Transition methodology and cross functional projects required from day 1)
- Implements all aspects of operational changes necessary to move the work / business processes from existing processes/teams into the Alcon AGS Set-up, achieving a balance between speed of implementation and risk of disruption to services.
- Contribute to the development of the required infrastructure (location strategy, etc.) for in scope functions to achieve assigned targets associated with Alcon Global Services implementation
- Contribute to the execution of Functional Ramp Up plans / Strategy for Alcon Shared Services, & successfully driving assigned projects/programs
- Collaborate with stakeholders to define project scope, objectives and deliverables.
- Develop comprehensive transition plans, including timelines, resource requirements, risk mitigation plan, communication plan and governance model
- Align the assigned programs/projects to governance model for Alcon Shared Services organization
- Coordinates with all relevant stakeholders to ensure integration, efficiency/effectiveness of the AGS implementation for Alcon.
- Develop contingency plans to address unforeseen issues and ensure minimal impact on project timelines.
- Establish and maintain quality standards for transition deliverables.
- Monitor and evaluate project progress, ensuring that all aspects of the transition meet or exceed established benchmarks.
- Provide regular updates to senior management and key stakeholders on transition progress.
- Communicate effectively with team members, stakeholders, and other relevant parties to ensure a clear understanding of expectations and timelines.
- Manage and monitor the execution of all assigned program on time, on budget and at expected level of quality, PVI (Partner Value Index / Customer Satisfaction Score) Score of 85%
- Execute program/project governance
- Provide superior level of customer service; collaborate with key stakeholders in delivering against expectation
SMP Practices Implementation:
- Evaluate existing processes related to knowledge management, performance management, and customer experiences.
- Establish and monitor performance metrics aligned with organizational goals.
- Helps & builds Service Portfolio view for the AGS Centers
- Initiate standardization and promote a standard and systematic approach to continuously improve business practices and performance in the shared services environment
- Identify areas for improvement and implement strategies to enhance efficiency and effectiveness.
- Collaborate with relevant stakeholders to ensure continuous performance optimization.
- Lead initiatives to enhance overall customer experiences across all service touchpoints.
- Gather and analyze customer feedback to identify opportunities for improvement.
- Collaborate with cross-functional teams to implement the Service Management Practice Framework.
- Ensure compliance with industry standards and best practices.
Key Performance Indicators (Indicate how performance for this role will be measured)
- Program/Project delivery on time/on budget and at expected level of quality (e.g. planned savings realized). Timely delivery of all projects in the portfolio
- Meet defined and agreed AGS implementation scores (i.e: Number of Successful Transition projects to the AGS locations)
- Cost effective implementation model with high level of customer satisfaction from all key stakeholders i.e. PVI (Partner Value Index / Customer Satisfaction Score) Score of 85%
- Delivery of implementation targets through timely/successful execution of improvement projects leveraging across the organization
- Successful implementation & Completion of the SMP assigned tasks at the functional level & report out
- University Degree
- Certification and/or proven experience in Project/Program management
- Lean Six Sigma certification is a plus
Languages:
- Excellent English both spoken and written
Experience:
- Knowledge and 8+ years of experience in the BPO/Shared services environment
- 5+ years of experience in roles/projects connected to organizational Transitions & transformation/change
- 3+ years Experience in working within virtual teams and in matrix organizations
- Experience deploying business solutions
- Track record of managing medium scale, complex & cross-functional projects (preferably transition and/or transformation projects)
- Proven experience in service management practices roles, with a focus on knowledge management, performance management, and customer experiences, User Access Management, Service Portfolio etc.
Key Competencies
- Functional Competencies - Industry knowledge (SSC/BPO industry), Portfolio, program and project management; Business Planning; Continuous improvement
- Proven experience as a Transition Manager or in a similar role.
- Strong project management skills with a focus on planning, execution, and monitoring.
- Excellent leadership and team management capabilities.
- Change management and risk management expertise.
- Familiarity with relevant tools and methodologies.
- Certification in project management (e.g., PMP) is desirable.
- Strong analytical and problem-solving skills.
- Familiarity with service management frameworks
- Actively support and enable savings target achievement by in scope functions by driving the shared services implementation
- Ensures operational excellence and compliance in running the Transitions projects.
Job tags
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