HRO Transformation Manager Customer Care MNC B.P.O./B.P.S.

Gratitude Inc

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17 hours ago

HRO Transformation Manager Customer Care MNC B.P.O./B.P.S.

8-15 Year(s)

130 - 140 Thousand p.m

Bengaluru

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Job Description

Key Skills

develop End-to-End conceptualization and delivery of all HRO Transformation solutions Minimum 10-12 years of experience in the Outsourcing industry (HRO preferred) of which at least 4-5 years in managing large Transformation initiatives

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Role/Skill: HRO Transformation Manager
Location: Mumbai or Bengaluru
Experience: 8-15 years
Band: BPO 5

**MUST HAVE**
*Desired Competencies (Technical/Behavioral Competency)*
• Minimum 10-12 years of experience in the Outsourcing industry (HRO preferred) of which at least 4-5 years in managing large Transformation initiatives
• Demonstrates a breadth and depth understanding of operational service delivery management expertise and domain knowledge.
• Bring Business and Industry Insights. Be a thought leader and have HR domain expertise and a trusted advisor to our clients.
• Work with Transformation lead to develop End-to-End conceptualization and delivery of all HRO Transformation solutions encompassing formulation and deployment of Digital Assets and Analytics solutions and Creating / proposing a transformation road map for existing clients /processes
• Digital Initiative’s across following primary impact areas; Infusion of Digital Technologies within Multiple domains to differentiate processing capabilities (Customer Experience) from Contact to Contract to Renewal - delivering business outcomes
• Develop measures of success to track progress towards Transformation goals.
• Identify potential issues and risks and develop mitigation strategies.
• Recommend enhancements to the current projects to deliver greater value
• Build and own governance around HRO transformation projects delivery and realization
• Establish a strong transformation framework along with ways of working
• Experience in Client Relationship Management – key client stakeholders, understanding their requirements and Outsourcer’s ability to meet them

*Addon Requirements*
• Demonstrated proactive, positive conflict resolution skills.
• Excellent analytical and problem-solving skills
• Excellent communicator at all levels
• Intellectual curiosity, appetite to do things better and proactive nature.
• Operating model design, Value chain mapping and business process reengineering, end-customer experiences, new technologies, intelligent automation and robotics, data and analytics, platform business models, straight through operations processes, AI and ML, and other traditional and digitally related transformation activities which deliver significant improvements to business efficiency and effectiveness.

**GOOD TO HAVE**
1. MBA HR qualification/Relevant HR Qualification
2. Understanding of Technology and various ERPs being used in the HR world
3. PMP Certifications/ Certifications in RPA/AI/ML DOMAIN
4. Lean Six Sigma Certification
5. Agile methodology

**Ex TCS Employees can't apply**
**PAN and DOB are required for profile creation**

Role

Manager -Customer Service

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Semi-Voice

Functional Area

ITES / BPO / Customer Service

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