Executive Manager – CSI & Transition

Job Summary

Executive Manager - CSI & Transition is a leadership role responsible for overseeing and driving the strategic transformation initiatives within CBS. This role involves managing the seamless transition of business operations, ensuring cost efficiencies, and delivering exceptional service quality to customers. The Executive Manager will lead a team of professionals and work closely with various stakeholders to achieve the organization's strategic goals.

The position is for a Transformation & Transition leader who is aspiring to work on establishing a culture of continuous improvement, leverage RPA & Gen AI technologies and mentor high impact projects to optimize processes, benchmark key metrics, project management, drive improvements, and implement a robust quality framework across all service lines. 

Work you’ll do

·        Pilot and deploy Automation, Generative AI, and Digital FTE solutions (Develop and implement a holistic digital transformation, Gen AI & Automation strategy aligned with business goals) and promote digital literacy in the workforce.

·        Manage and collaborate with functional teams that cut across Automation and Gen AI to drive Continuous Service Improvement

·        Develop and implement strategies to consistently enhance the value of offshoring propositions annually, ensuring the achievement of year-over-year productivity targets across CBS teams.

·        Enhance the customer journey (end-to-end) and drive improved Customer Satisfaction for the teams.

·        Contribute to business development and proposal development efforts.

·        Lead change management efforts - Analyze the impact on the business, including the stakeholders, policies and processes, of any digital technology project or initiative.

·        Improve the current ways of working through CSI and improve the processes.

·        Transition Management - Create and implement the E2E transition strategy by consolidating inputs from cross functional teams and conducting thorough due diligence, business case development, operating design, knowledge capture and knowledge transfer plans.

·        Drive Resource & Capacity Model by effective forecasting, planning and prioritizing based on the roadmap and actively assessing impact.

·        Process Documentation - Ensure that all process documentation, including Standard Operating Procedures (SOPs), Process Maps, and SIPOC diagrams, are in place and comply with CBS guidelines.

·        Review existing metrics and recommend ways to improve performance by studying data and applying statistical methods/tools.

·        Conduct ideation, VSM, FMEA, Kaizen and RCA workshops in partnership with service line representatives to identify opportunities of improvement and risk mitigation.

·        Lead, mentor, and develop the CSI & Transition team, ensuring high performance and professional growth.

The team

The team works behind the scenes to create value and propel the strategic transformation initiative for CBS by ensuring smooth transitions to new business, achieving cost efficiencies, and delivering top-tier services to customers in a cost-effective manner.

Qualifications Required: 

·        Master Black Belt with a proven track record in steering multiple transformation initiatives across diverse geographical locations.

·        Demonstrated extensive expertise in service and transition management for large teams of 600-800 FTEs.

·        Skilled in leading and managing teams within the Europe, Middle East, and Africa (EMEA) region.

·        Gradate / Postgraduate with 12-15 years of experience in strategic planning, business transformation, and transition management.

·        Agile scrum certification, knowledge of data visualization tools like Power BI

·        Hands on exposure to Minitab and fair exposure to statistical analysis (like: Regression, Correlation, ANOVA, Control Charts, Process Capability etc.).

·        Strong strategic thinking and problem-solving skills.

·        Excellent leadership and team management abilities.

·        Exceptional communication and interpersonal skills.

·        Proficiency in project management tools and methodologies.

·        Strong financial acumen and experience with cost management.

Work Location: Hyderabad

Work Timings: 11 AM to 8 PM