Transition Manager

This role is for one of the Weekday's clients

Min Experience: 10 years

JobType: full-time

We are looking for an experienced Transition Manager to lead and manage end-to-end transitions for BPO engagements across multiple processes and geographies. This role is critical in ensuring seamless migration of services from clients to delivery teams while maintaining business continuity, service quality, and stakeholder confidence. The ideal candidate will bring deep expertise in BPO transition frameworks, stakeholder management, risk mitigation, and governance, with a proven track record of delivering complex transitions on time and within scope.

As a Transition Manager, you will act as the single point of accountability during the transition phase, coordinating across clients, internal delivery teams, technology, HR, training, and compliance functions to ensure a smooth handover into steady-state operations.

Key Responsibilities

• Lead end-to-end transition management for BPO engagements, including scope definition, planning, execution, stabilization, and handover to operations
• Develop and manage comprehensive transition plans, timelines, RAID logs, communication plans, and governance structures
• Work closely with clients to understand current-state processes, SLAs, KPIs, risks, and dependencies
• Drive knowledge transfer (KT) activities, ensuring structured documentation, shadowing, reverse shadowing, and sign-offs
• Coordinate cross-functional teams including operations, quality, training, IT, HR, legal, and finance to enable smooth transitions
• Ensure adherence to transition governance, compliance, data security, and regulatory requirements
• Identify transition risks early and implement mitigation strategies to minimize service disruption
• Track transition progress against milestones and provide regular status updates to senior leadership and clients
• Manage stakeholder expectations and act as a trusted advisor to clients during the transition phase
• Ensure readiness for go-live, including staffing, infrastructure, tools, process documentation, and SLA alignment
• Support continuous improvement by capturing transition learnings and best practices for future engagements

Key Skills & Competencies

• Strong expertise in Transition Management within BPO/ITES environments
• Deep understanding of BPO operations, including F&A, customer support, KPO, HR operations, or industry-specific processes
• Excellent project and program management skills
• Strong stakeholder management and client-facing communication skills
• Ability to manage complex, multi-location transitions under tight timelines
• Experience with transition governance models, reporting, and escalation frameworks
• Strong analytical, problem-solving, and risk management capabilities
• Familiarity with process documentation, SOPs, SLAs, and performance metrics

Qualifications & Experience

• 10–15 years of overall experience in BPO/Shared Services, with significant hands-on experience in transition management
• Proven experience managing multiple transitions across geographies and client types
• Exposure to large-scale or complex transitions is highly desirable
• Certification in project management (PMP, Prince2, Agile) is a plus