Transition Consultant

The Services Transition Manager is responsible for managing the end-to-end transition of client business processes into the BPO delivery environment. This includes planning, execution, and stabilization of transitions across finance, HR, customer service, or other outsourced functions, ensuring minimal disruption and full compliance with SLAs and contractual obligations.

About the Role

The Services Transition Manager is responsible for managing the end-to-end transition of client business processes into the BPO delivery environment. This includes planning, execution, and stabilization of transitions across finance, HR, customer service, or other outsourced functions, ensuring minimal disruption and full compliance with SLAs and contractual obligations.

Responsibilities

Lead the transition lifecycle from contract signature to steady-state operations.

Develop and manage transition plans, timelines, and resource allocations.

Coordinate with client stakeholders, internal delivery teams, and enabling functions (HR, IT, Facilities, Compliance).

Conduct due diligence and process mapping to assess scope, risks, and readiness.

Define and track Service Acceptance Criteria (SAC) and ensure operational readiness.

Oversee knowledge transfer, training, and documentation handover.

Manage cutover planning, hypercare, and early life support (ELS).

Ensure compliance with governance, risk, and control frameworks.

Track and report on transition KPIs, risks, and mitigation plans.

Drive continuous improvement and lessons learned post-transition.

Support Pursuits from a transition standpoint, support creation of transition plans for RFx processes.

Qualifications

Bachelor’s degree in Business, Operations, or related field.

8+ years of experience in BPO transitions, project management, or service delivery.

Required Skills

Strong understanding of BPO operating models, SLAs, and client onboarding.

Experience in transitioning F&A, HR, procurement, or customer service processes.

Excellent stakeholder management and communication skills.

Proficient in tools like MS Project, Excel, Visio, and collaboration platforms.

Certifications preferred : PMP, PRINCE2, ITIL, Six Sigma.

Preferred Skills

Experience with global transitions across multiple geographies.

Familiarity with shared services and GIC (Global In-house Center) models.

Strong analytical and problem-solving skills.

Ability to work in a fast-paced, matrixed environment.

IMPORTANT -

1) F&A Transitions is mandatory

2) Work from office

Mail me your cv at samarth.gandhi@wns.com