Job description 

Job Purpose  

The AGS Transition & Services Management Practices team plays a pivotal role is ensuring the smooth & efficient transitions of projects, processes & services from initiation to completion, including the business cases creation & sign off’s in close collaboration with the business function owners thereby managing the stakeholders expectations / management. The Transitions & SMP team will also be responsible for defining, designing and implementing the Service Management Practices / strategy for the AGS Centers thereby providing organizational support across functions during the build (migrations) and run phase (running operations in a shared services set-up). The AGS Transition & Service Management Practices team/role is global.

He / She will contribute to the implementation of the Functional Ramp Up plans / Strategy for Alcon Shared Services, contributes to the design and roll-out service transitions methodology, drives to the implementation of key process improvement areas required to enable successful Shared Services organizational set-up, meets agreed service levels, drives productivity improvements on a continuous basis and achieves operational excellence against defined benchmarks in line with agreed standards, along side Services Management Practices Implementation across the AGS centers.

Major Accountabilities

• Contribute to the definition and apply a structured approach and methodology for driving the implementation of the Alcon Global Services business model (i.e Transition methodology and cross functional projects required from day 1)
• Implements all aspects of operational changes necessary to move the work / business processes from existing processes/teams into the Alcon AGS Set-up, achieving a balance between speed of implementation and risk of disruption to services.
• Contribute to the development of the required infrastructure (location strategy,  etc.) for in scope functions to achieve assigned targets associated with Alcon Global Services implementation
• Contribute to the execution of Functional Ramp Up plans / Strategy for Alcon Shared Services, & successfully driving assigned projects/programs
• Collaborate with stakeholders to define project scope, objectives and deliverables.
• Develop comprehensive transition plans, including timelines, resource requirements, risk mitigation plan, communication plan and governance model
• Align the assigned programs/projects to governance model for Alcon Shared Services organization
• Coordinates with all relevant stakeholders to ensure integration, efficiency/effectiveness of the AGS implementation for Alcon.
• Develop contingency plans to address unforeseen issues and ensure minimal impact on project timelines.
• Establish and maintain quality standards for transition deliverables.
• Monitor and evaluate project progress, ensuring that all aspects of the transition meet or exceed established benchmarks.
• Provide regular updates to senior management and key stakeholders on transition progress.
• Communicate effectively with team members, stakeholders, and other relevant parties to ensure a clear understanding of expectations and timelines.
• Manage and monitor the execution of all assigned program on time, on budget and at expected level of quality, PVI (Partner Value Index / Customer Satisfaction Score) Score of > 85%
• Execute program/project governance
• Provide superior level of customer service; collaborate with key stakeholders in delivering against expectations

• SMP Practices Implementation:

• Evaluate existing processes related to knowledge management, performance management, and customer experiences.
• Establish and monitor performance metrics aligned with organizational goals.
• Helps & builds Service Portfolio view for the AGS Centers
• Initiate standardization and promote a standard and systematic approach to continuously improve business practices and performance in the shared services environment
• Identify areas for improvement and implement strategies to enhance efficiency and effectiveness.
• Collaborate with relevant stakeholders to ensure continuous performance optimization.
• Lead initiatives to enhance overall customer experiences across all service touchpoints.
• Gather and analyze customer feedback to identify opportunities for improvement.
• Collaborate with cross-functional teams to implement the Service Management Practice Framework.
• Ensure compliance with industry standards and best practices.

Key Performance Indicators  (Indicate how performance for this role will be measured)

Program/Project delivery on time/on budget and at expected level of quality (e.g. planned savings realized). Timely delivery of all projects in the portfolio

• Meet defined and agreed AGS implementation scores (i.e: Number of Successful Transition projects to the AGS locations)
• Cost effective implementation model with high level of customer satisfaction from all key stakeholders i.e. PVI (Partner Value Index / Customer Satisfaction Score) Score of > 85%
• Delivery of implementation targets through timely/successful execution of improvement projects leveraging across the organization
• Successful implementation & Completion of the SMP assigned tasks at the functional level & report out
• University Degree
• Certification and/or proven experience in Project/Program management
• Lean Six Sigma certification is a plus
•  

Languages:

• Excellent English both spoken and written

Experience:

• Knowledge and 8+ years of experience in the BPO/Shared services environment
• 5+ years of experience in roles/projects connected to organizational Transitions &  transformation/change
• 3+ years’ Experience in working within virtual teams and in matrix organizations
• Experience deploying business solutions
• Track record of managing medium scale, complex & cross-functional projects (preferably transition and/or transformation projects)
• Proven experience in service management practices roles, with a focus on knowledge management, performance management, and customer experiences, User Access Management, Service Portfolio etc.

Key Competencies

• Functional Competencies – Industry knowledge (SSC/BPO industry), Portfolio, program and project management; Business Planning; Continuous improvement
• Proven experience as a Transition Manager or in a similar role.
• Strong project management skills with a focus on planning, execution, and monitoring.
• Excellent leadership and team management capabilities.
• Change management and risk management expertise.
• Familiarity with relevant tools and methodologies.
• Certification in project management (e.g., PMP) is desirable.
• Strong analytical and problem-solving skills.
• Familiarity with service management frameworks
• Actively support and enable savings target achievement by in scope functions by driving the shared services implementation
• Ensures operational excellence and compliance in running the Transitions projects.