We are looking for an experienced Project/Program Manager with strong exposure to KPO/BPO/Shared Services operations to lead transition, delivery, and process excellence initiatives. The ideal candidate should have expertise in managing end-to-end project execution, stakeholder engagement, process transitions, operational governance, and continuous improvement programs.
Key Responsibilities
- Lead end-to-end project lifecycle including planning, execution, monitoring, ramp-up, and closure.
- Manage process transitions/migrations across global delivery models (onshore/offshore/captive/vendor).
- Partner with internal stakeholders including HR, RMG, Operations, and Leadership for resource planning and onboarding.
- Ensure project delivery within defined timelines, quality standards, and budget.
- Drive knowledge transfer (KT), SOP documentation, and stabilization activities.
- Act as the primary point of contact for clients and cross-functional teams.
- Conduct governance reviews and provide regular project updates to stakeholders.
- Monitor operational KPIs such as SLA, TAT, productivity, accuracy, and CSAT.
- Identify and implement process improvement initiatives using Lean, Six Sigma, or Kaizen methodologies.
- Identify automation opportunities across operations using RPA/AI-based solutions.
- Proactively manage project risks, issues, escalations, and dependencies.
- Track project financials, cost optimization initiatives, and ROI metrics.
Required Skills
- 6–8 years of experience in Project/Program Management within KPO/BPO/Shared Services environment.
- Strong experience in transition management and operational delivery.
- Expertise in stakeholder and client management.
- Experience with Agile and/or Waterfall project management methodologies.
- Strong understanding of SLA/KPI-driven operations.
- Hands-on experience in process improvement initiatives.
- Excellent communication, analytical, and problem-solving skills.
- Advanced knowledge of Excel and PowerPoint.
Preferred Skills
- Lean Six Sigma Green Belt/Black Belt certification.
- Exposure to RPA tools such as UiPath or Automation Anywhere.
- Experience with project management tools like Jira, MS Project, Asana, or Smartsheet.
- Exposure to Finance & Accounting, HR Operations, Procurement, Customer Support, or Analytics domains.
