Transition Manager

Job Title

• Transitions Manager

Position type

• Full Time

Work Location

• na

Shift Time

• na

People Manager role

• No

Required education and certifications critical for the role

• Minimum qualification: graduation. An MBA would be beneficial but is not a deciding factor.
• Formal project management qualification: PMP or Prince 2 certification - would be beneficial.
• Six sigma knowledge and training.
• Green belt certification preferred.

Work Experience Required

• Minimum 3-4 years of work experience in Transitions.
• 12+ years of BPO Industry experience in Operations &/or Transitions.
• 2+ years of experience of leveraging work through others.
• Prior experience of leading a team at Team Leader/Assistant Manager preferred.
• Virtual work experience.
• Prior experience of visiting and working at onshore client locations.
• Prior experience of dealing with Leadership - managing their expectations and delivering to challenging deadlines.

Computer Skills

• Advanced skills in MS Office applications, specifically Word, Excel, and PowerPoint.
• Knowledge of e-mail/scheduling software applications.
• Proven experience in creating client-ready business presentations.

Competencies

• Extremely strong English Communication Skills (written and verbal).
• Ability to quickly build, manage and sustain relationships virtually and across international geographies.
• Very cross-culturally competent.
• Problem Solving skills and Decision-making ability.
• Technical Project management skills - project planning, documentation, and execution using PMP principles.
• An extremely methodical and structured work approach.
• Strong data-driven and logical orientation.
• Ability to quickly build, manage and sustain relationships with senior management and clients.
• Very strong ability to influence others without directly managing.
• Ability to probe and gather clear business requirements from senior stakeholders.
• Strong Analytical and Problem-Solving Skills.
• Highly developed conflict management skills.
• Ability to get work done from virtual team members and stakeholders without undue escalation.
• Continuous improvement mindset.

General Job Overview

• Manage a transition from initiation through deployment using principles of PMP/DMAIC and or Aon's implementation methodologies for work transfer from a market/function/centre to an agreed Service Delivery Centre (SDC) or Centre of Excellence (CoE) or Third Party.
• Ensure effective transition to ongoing operations team adhering to timelines, budget, scope, and per the business case.
• Responsible to establish and present technical and economic feasibility for Offshoring (Op Id, Sol Id) and making recommendations during strategic optimization initiatives.
• Responsible for planning and delivery of all components of implementation work (including implementation planning, staffing, project planning, travel, knowledge transfer strategy and execution, hiring, training and knowledge transfer plans, SLA and metrics, quality plan, seating and technical infrastructure) to plan (financial and schedule) and must ensure strong integration across domains as well as with supporting teams.
• Contribute to process mapping exercises and documentation support.
• First escalation point for project team members who need assistance.
• Act as arbitrator for project team members.
• Interfaces extensively with the client and onshore business unit project and leadership teams to facilitate overall integration and to build an effective partnership.
• Build effective partnerships with business, operations, domain, program office, talent acquisition, talent development, human resources, technology, procurement, finance, real estate functional linkages.
• Participates in the Account Team for the project along with the Account Executive, IT SDM, Business SDM, and the Program Manager.
• Works with the Program Manager and other members of the Account Team to provide progress updates to the client, the project team, Steering Committees, and other interested parties.
• One transitions manager may have to manage up to 3 Offshoring/Transition projects at a time.
• There will typically be one transitions manager per new client implementation.
• Responsible for ensuring that all project documentation accurately reflects the status of changes and outstanding issues - maintains master Risk log.
• Update Transitions MIS, databases with detail and status of projects for Clients, BU MIS, Steering Committees, and other interested parties.