Virtusa

KPO Manager(Ops)

Posted On

May 11, 2024

Location

Hyderabad, Telangana

Experience Level

Full Time

Job Type

Experienced

Apply By

Dec. 31, 2024

Job Description

JOB DESCRIPTION

Skill: – KPO Ops Manager

Role / Tier: - Manager / Asso. Mgr – T1

Required Qualifications:

Key Responsibilities:
Managing the complexity associated with changes and service management.
Allowing for innovation while minimizing the unintended consequences of change.
Changes to existing services, e.g. expansion, reduction, change of supplier, acquisition or disposal of sections of user base or suppliers, change of requirements or skills availability.
Migrating knowledge, systems, and operating capabilities between an outsourcing environment to an in-house staff or vice versa.
Establish & Manage Relationships / Engagement with the Clients.
Ensure that the migrations are done in an effective manner.
Responsible for following agreed governance model, escalation & communication plan.
Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth.
Participate in weekly and monthly calls with clients to understand the expectations and implement the required changes.
Identify and drive continuous improvements and initiatives in process.
To ensure that all internal/external customer queries are followed up on a timely basis.
Collaborate with internal teams.
To be the Key contact for all queries with specific transition assigned.
Contributes towards the achievement of the company's strategic and operational objectives.
Skill Set:
Excellent communication skills(verbal and written) and facilitation skills.
Transparency.
Confidentiality.
Multitasking.
Organizational skills.
Analytics.
Project Management.
Change Management.
Good Time Management Skills with the ability to plan and priorities.
Critical & Analytical thinking.
Should be process and result oriented.
Good presentation and communication skills.
Persuasive, collaborative and influencing skills.
Strong interpersonal skills to manage client expectations.
Transition Methodology
Typically transition management methodology consists of five phases:
Discovery and Assessment.
Project Preparation.
Solution Design and Planning.
Transition Execution.
Testing & Pilot.
Steady State Turnover/Implementation.

About Virtusa

Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 21,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.

Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.

Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

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