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- Lead a workstream Knowledge Transfer (KT) or a defined portion of a Service Transition program
- Define, build, and implement workable components to Service Transition programs by leveraging existing standard solution components as much as possible from previous waves
- Planning, monitoring and controlling the Recruitment within timelines, milestones and budget
- Perform CS risk management
- Proactively address changes to scope/effort/budget/change requests/issues during KT and escalate to Transition lead where appropriate
- Adhere to and implement standard transition methods and tools
- Monitor and track the KT progress
- Initiate application access for the team
- Ensure people / process & technology readiness
- Plays delivery role within the program basis HR function
- Conduct interviews for new hires in the program / project and coordinate timely onboarding in discussion with HR
- Ensure all new and old resources have the required knowledge to take on service delivery
- Support Transition Function Lead by creating response materials for inquiry from Fit-Gap sessions
- Support Transition Function Lead in the estimation of costs for transition and developing work plans for a work stream (KT, etc.)
- Participate in Fit-Gap session and Service Transition activities
- Apply advanced analytical skills in assessing concepts and alternatives
- Provide the key dates for IT enablement to Technology team
- Define detailed cost and benefits of a given solution of a Service Transition program
- Manage stakeholder relationship within their area of responsibility
- Provide peer review to other service transition activities (if developed by another KT Expert)
- Coordinate and prepare for Recruitment meetings
- Coordinate pre-process training for the new hires to be able to hit the floor timely when required for CS/RCS
- Requires analysis and solving of moderately to high complex problems.
- Typically creates new solutions, leveraging and, where needed, adapting existing methods and procedures.
- Requires understanding of the strategic direction set by senior management and implement in service transitions
- Primary upward interaction is with direct supervisor. Generally, interacts with peers and/or management levels at the client organization
- Requires minimal guidance / acts independently when determining methods and procedures on new assignments
- Decisions have a major day to day impact on area of responsibility
- Manages medium-large sized teams and/or work efforts during the service transition
- HR (Hire to Retire) industry knowledge (Domain Experience)
- SSC Operation Working Experience
- Risk and Issue Management Experience
- Demand Management / Hiring and Tracking recruitment
- Project Management including tracking of service transition (E2E)
- Work planning / Planning of CS and service transition
- Technology and Work Environment planning
- Reporting capability to stakeholders
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