Project / Program Manager – KPO/BPO/Shared Services

We are looking for an experienced Project/Program Manager with strong exposure to KPO/BPO/Shared Services operations to lead transition, delivery, and process excellence initiatives. The ideal candidate should have expertise in managing end-to-end project execution, stakeholder engagement, process transitions, operational governance, and continuous improvement programs.Key ResponsibilitiesLead end-to-end project lifecycle including planning, execution, monitoring, ramp-up, and closure.Manage process transitions/migrations across global delivery models (onshore/offshore/captive/vendor).Partner with internal stakeholders including HR, RMG, Operations, and Leadership for resource planning and onboarding.Ensure project delivery within defined timelines, quality standards, and budget.Drive knowledge transfer (KT), SOP documentation, and stabilization activities.Act as the primary point of contact for clients and cross-functional teams.Conduct governance reviews and provide regular project updates to stakeholders.Monitor operational KPIs such as SLA, TAT, productivity, accuracy, and CSAT.Identify and implement process improvement initiatives using Lean, Six Sigma, or Kaizen methodologies.Identify automation opportunities across operations using RPA/AI-based solutions.Proactively manage project risks, issues, escalations, and dependencies.Track project financials, cost optimization initiatives, and ROI metrics.Required Skills6–8 years of experience in Project/Program Management within KPO/BPO/Shared Services environment.Strong experience in transition management and operational delivery.Expertise in stakeholder and client management.Experience with Agile and/or Waterfall project management methodologies.Strong understanding of SLA/KPI-driven operations.Hands-on experience in process improvement initiatives.Excellent communication, analytical, and problem-solving skills.Advanced knowledge of Excel and PowerPoint.Preferred SkillsLean Six Sigma Green Belt/Black Belt certification.Exposure to RPA tools such as UiPath or Automation Anywhere.Experience with project management tools like Jira, MS Project, Asana, or Smartsheet.Exposure to Finance & Accounting, HR Operations, Procurement, Customer Support, or Analytics domains.

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