Outsourcing Relationship Management
In this section: Introduction | Outsourcing Road Map | Relationship Management | Staff Augmentation | Project-Based Deployment | Dedicated Offshore Staffing | Build Operate Transfer (BOT) | Managed Subsidiary | Captive Offshore Subsidiary | Joint Venture
With nearly all outsourcing models a key factor in the successful delivery of projects and services will be dependent on a Customer-side co-ordinator or relationship manager. Relationship Managers are an integral part of any project and ensure that the relevant offshore personnel support all onshore customer departments at all stages of their transition and subsequent operations at the offshore location.
Day to day responsibilities of the co-ordinators include:
- Supporting the customer in resource planning, ROI planning, project management, internal messaging, escalations, and off-shore knowledge development;
- Leading the Company's effort in transitioning customer groups as and when they start transferring resources and work off-shore. This includes requirements gathering and translation, project planning, infrastructure integration, HR integration, finance integration, training of the relevant UK-based customer managers and employees on how to optimise its use of the offshore location, providing strategic direction on what can or cannot be done there for each and every project being considered;
- Acting as the point of contact for escalation, both for customer management as well as the customer's own offshore managers (where appointed). These escalations include delivery as well as non-delivery escalation;
- Acting as the Quality gatekeeper for offshore delivery, with particular attention being paid to the Quality provided by newly created groups in the customer's own offshore operations;
- Providing specific project management on R&D and other projects that are using the customer's offshore facility, if and where the customer does not have appropriate resources in the UK;
- Providing Financial & HR reports and ongoing support to UK-based customer functions, working with the functions to im-prove the integration process;
- Co-ordinating delivery conference calls, especially for newer customer groups, and helping UK managers read "what actually is going on" in their offshore team;
- Holding informal (but frequent) conversations with the customers' offshore teams for specific issues that they might be having with Delivery. Although the Company is not strictly responsible for any delivery assistance, the Co-ordinator is critical to this process;
- Co-ordinating visits of offshore resources to the UK: logistics management, visa management, and training on UK work cul-ture; being the person to whom they escalate personal issues (things they will not escalate to customer UK management);
- Co-ordinating and, where appropriate, accompanying visits of UK customer resources to offshore for logistics management, visa management and training on the offshore work/living culture.
- Providing assistance in setting up productivity metrics for each customer group and helping communicate and drive them.
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