Delivery Manager - Transition

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Begin your leadership journey with Access Healthcare as a Delivery Manager for Transition

The Position

The Transition Manager is responsible for the execution of the solution from "Design" to "Operations" and ensure successful migration of healthcare services from the client’s location to our delivery centers. This position will report to Deputy Director of Transition.

Work Location: Chennai

KEY TASKS & RESPONSIBILITIES

  • Project Preparation and Planning
    • Perform due-diligence at the onset of the transition period to align with the contractual obligations and set expectations on the transition with the customer and internal stakeholders
    • Planning includes scope finalization, resourcing, technology and infrastructure requirements, detailed execution plan, risk analysis and mitigation strategies, budgeting of time and cost, and defining a project management structure
    • Agreement and sign-off on the transition deliverables and key milestones
    • Constant monitoring and updating of the transition plan across all phases
    • Work closely with internal/ external stakeholders (Client, HR, Recruitment, Training, Technology, Finance, and Legal) to get them aligned with the agreed delivery of the services
    • Ensure project ramp-up and ramp-down without affecting the operations continuity
    • Leverage Access Healthcare’s best practice engine framework that includes transition toolkit developed in-house based on our experience with multiple transition engagements
  • Transition Execution
    • Knowledge transfer includes the development of operating procedures, fit-gap analysis, To-Be process blueprinting, process and service improvements, preparation of training documents, and training the offshore team
    • Technology deployment includes setting up the technology and network infrastructure at the offshore location to enable seamless service delivery
    • Readiness assessment includes service commencement, IT infrastructure, application management, business processes, and also ensure the operational readiness that includes recruitment of the offshore team, training, and site readiness to carry out the service delivery operations
    • Parallel testing ensures seamless delivery of operations without affecting other inter-dependent processes
  • SLA tracking and Reporting
    • Establish service levels for steady-state operations
    • Record all aspects of the transition management from start to finish and regular reporting of the transition status to top management
    • Tracking of SLA metrics and reporting to monitor the performance
    • Ensure security and business continuity
  • Manage Change Management
    • Establish controls over change requests for scope, process, and transactions
    • Ensure successful change management to ensure that the changes to services, processes, and procedures are integrated with the existing operations
    • Facilitate change management for approved requests
  • Other responsibilities:
    • Single point of contact with the client, the implementation team & senior management to provide 360 degrees view on transition management
    • Establish strong communication protocols and mechanism for internal and external sharing of information
    • Establish invoice controls and billing processes for the smooth functioning of invoice management
    • Ensure final handover of transition to operations upon customer sign-off on transition deliverables and the schedule
    • Drive high-impact internal projects to drive customer satisfaction 

KNOWLEDGE AND SKILLS

  • Proficiency in setting realistic milestones, to meet deadlines, and achieve the objectives of the transition
  • Accountable for project performance and managing escalations
  • Fluency in English with excellent presentation skills, ability to clearly communication compelling messages to internal and external management
  • Strong analytical and problem-solving skills with sound business judgment
  • Attention to details, strong negotiation and influencing skills, and ability to achieve win-win for both customer and for the organization
  • Possess excellent leadership, project management, and people management skills
  • Excellent interpersonal skills to build and maintain productive lasting relationships, even in difficult situations, with diverse people spanning internal/external organizations

Qualifications

  • 7-12 years of experience in ITES sector, with 1 to 3 years with healthcare related services  
  • Experience in global transition projects and supported onsite-offshore transitions
  • Strong project management experience with relevant certifications preferred

Travel

  • Travel from time-to-time to customer offices and offshore delivery centres

Compensation

  • An attractive package will be crafted for the right candidate

About Access Healthcare

Access Healthcare provides business process outsourcing and applications services, and robotic process automation tools to healthcare providers, payers, and related service providers.  We operate from 12 delivery centres in the US, India and the Philippines, and our 8,000+ staff is committed to bringing revenue cycle excellence to our customers by leveraging technology, emerging best practices, and global delivery. To learn more about Access Healthcare, visit accesshealthcare.org.