Key Responsibilities
- Lead end-to-end transition programs with full ownership of delivery, timelines, quality, and client satisfaction
- Manage process migrations, ensuring smooth knowledge transfer and operational readiness
- Collaborate closely with clients through onsite and remote engagements to deliver tailored solutions
- Conduct process assessments and recommend improvements, including process re-engineering and offshoring feasibility
- Engage with senior client stakeholders, business leaders, and IT teams to drive alignment and execution
- Lead client engagements to ensure consistent, high-quality service delivery
- Support business development initiatives, including RFPs and solution design for new opportunities
- Take ownership of transitions for new client engagements post deal closure
- Drive capability building within the transitions function through training, frameworks, and best practice sharing
Stakeholder Management
Internal Stakeholders:
- Transition Leadership (Program Leads, Transition Managers)
- Operations Leadership (Operations Leads, Managers)
- Quality, Process Excellence (PE), and Training teams
- Business Development and Strategic Deal teams
- Enabling functions (HR, Technology, Finance) as required
External Stakeholders:
- Client stakeholders across business and technology functions
- Engagement during solutioning, transition planning, and implementation phases
Qualifications & Experience
Education
- Graduate / Postgraduate in any discipline
- PMP / PgMP certification preferred
Experience
- 10+ years of experience, primarily within a BPO or consulting environment
- Minimum 3+ years of experience in transitions or process migration roles
- Proven experience in managing end-to-end process transitions and migrations
- Program management experience across small to medium-sized engagements
- Strong exposure to client-facing roles and stakeholder management
Additional Advantage
- Valid US and/or UK visa
Key Competencies
- Strong program and project management skills
- Deep understanding of transition methodologies and frameworks
- Excellent stakeholder management and communication skills
- Problem-solving and process re-engineering expertise
- Ability to operate in a fast-paced, global, matrix environment
- Strategic thinking with a hands-on execution mindset