Senior Manager - Transition & Migrations - Global Service Centre

1.  Collaborate independently with regional stakeholders and GSC functional owners to understand business objectives, process scope, pain points, volumes, service expectations, controls and dependencies.

2.  Design end-to-end GSC / offshoring solutions, including target operating model, team structure, spans and layers, capacity, skill mix, governance and charge back.

3.  Translate the agreed solution into detailed process scope, resource requirements, implementation approach, dependencies, assumptions, service levels, controls and measurable business outcomes.

4.  Apply strong knowledge of GSC, shared services and offshoring models, transition methodologies, process design, operational controls and industry best practices to develop practical and scalable solutions.

5.  Act as a trusted advisor and primary transition / solutioning partner to senior regional and functional stakeholders, independently leading discussions, workshops, negotiations and decision-making forums.

6.  Communicate solution options, trade-offs, risks, dependencies and recommendations clearly to technical and non-technical stakeholders; constructively challenge assumptions where required to protect transition and operational outcomes.

7.  Collaborate with GSC leadership, operations, process owners, HR, finance, technology, Process Excellence and other enabling functions to validate solution feasibility and ensure end-to-end implementation readiness.

8.  Define clear roles, responsibilities, decision rights and governance across regional and GSC teams throughout solution design, transition and stabilization.

9.  Prepare and maintain comprehensive solution and transition documentation, including scope and process maps, target operating model, organization design, resource and capacity plans, RACI, assumptions, dependencies, business case inputs, implementation plans and governance packs.

10.  Own end-to-end transitions of process scope from regions into the GSC, from initiation and due diligence through planning, knowledge transfer, readiness, go-live, stabilization and formal handover to operations.

11.  Define transition objectives, in-scope / out-of-scope activities, success measures, milestones, deliverables and acceptance criteria jointly with stakeholders and receiving operations teams.

12.  Develop and manage integrated transition plans covering resourcing, hiring and onboarding, knowledge transfer, training, access and technology readiness, controls, documentation, communications and operational readiness.

13.  Establish and govern structured transition toll gates with clear entry / exit criteria and evidence-based readiness assessments; ensure appropriate stakeholder sign-offs before progression and go-live.

14.  Maintain robust RAID management, proactively identifying risks, assumptions, issues and dependencies; define mitigants, owners and escalation paths and drive timely resolution of roadblocks.

15.  Lead transition governance and stakeholder reporting, tracking milestones, actions, decisions, readiness and overall transition health; escalate material risks or deviations with clear recommendations and recovery plans.

16.  Manage go-live and stabilization / hypercare, monitor agreed service and quality indicators, close residual risks and actions, capture lessons learned and complete a structured handover to business-as-usual operations.

QUALIFICATIONS & COMPETENCIES

1.  Minimum bachelor's degree in Business Management, Finance, Operations, Engineering, Information Technology, or a related field. Master's degree and/or recognized project, transition or change management certification (e.g., PMP) is a plus.

2.  Minimum 10 years of relevant professional experience, with significant hands-on experience in transition management, solutioning, shared services / GSC, BPO or offshoring environments. Experience independently leading complex, cross-functional transitions is essential.

3.  Strong knowledge of transition and solutioning frameworks, target operating model and organization design, capacity / resource planning, governance, toll-gate methodology, risk management, process migration and operational readiness.

4.  Strong analytical, structured problem-solving and commercial mindset, with the ability to convert ambiguous requirements into executable solutions and transition plans.

5.  Exceptional stakeholder management, communication, facilitation and influencing skills, with confidence engaging independently with senior leaders across regions and functions.

6.  Strong project and program management capability, including governance, milestone management, RAID management, executive reporting and management of multiple concurrent transitions.

7.  Demonstrated ownership, judgement and decision-making ability; comfortable challenging constructively, managing competing priorities and driving outcomes in a matrixed, multicultural environment.

8.  Strong change leadership and knowledge-transfer capability, with a focus on business continuity, control effectiveness, service quality and sustainable adoption.

9.  Ability to work autonomously, travel as required for transition activity, and manage stakeholders across geographies and time zones.

10. Workplace type: In office.