Transition Manager

Role Objective:

To plan, program-manage and drive the implementation of multiple medium to large scale process transition or migration project plans and to negotiate and own SLAs and KPIs till completion of the transition or migration process. Ensure adherence to the Offshoring/transition/transformation framework for project planning, execution and delivery

Professional Know-how

Experience:

1 2 5 years of experience in managing end to end BPO transition assignments.

2. Prince 2 / PMI accreditation is preferred

3. Office 365 tools knowledge desirable

Working Relationships

Internal:

1. Business lines, functions

2. Client / Capita UK

External:

End client representatives (based on project requirement)

Primary Responsibilities:

1. Project Planning & Execution

• Define project scope, objectives, timelines, and deliverables.
• Develop detailed project plans and allocate resources effectively.
• Ensure adherence to SLAs and compliance standards.

1. Stakeholder Management

• Act as the primary point of contact for clients and internal teams.
• Conduct regular status meetings and provide progress updates.
• Manage expectations and resolve escalations promptly.

1. Team Leadership & Development

• Lead cross-functional teams to achieve project goals.
• Monitor performance and provide coaching/mentoring.
• Ensure team members have active development plans and track progress.

1. Risk Management

• Identify potential risks and create mitigation strategies.
• Maintain contingency plans for operational disruptions.

1. Quality Assurance

• Implement quality control measures to meet client requirements.
• Conduct audits and ensure compliance with industry standards.

1. Budget & Cost Control

• Track project budgets and control costs.
• Prepare financial reports and forecasts.

Technology & Tools Responsibilities

1. Microsoft 365 Suite

• Excel : Data analysis, dashboards, and reporting.
• PowerPoint : Executive presentations and client decks.
• Teams : Collaboration, meetings, and communication.
• SharePoint : Document management and workflow automation.
• Planner / Project : Task tracking and resource allocation.

1. Copilot Integration

• Use Copilot in Word/Excel/PowerPoint for:
• Drafting professional documents and presentations.
• Automating repetitive tasks like summarizing meeting notes.
• Generating insights from large datasets.
• Leverage Copilot in Teams for:
• Real-time meeting summaries and action items.
• Quick responses and scheduling assistance.

1. Data Security & Compliance

• Ensure secure handling of client data within Microsoft 365 environment.
• Follow organizational policies for data privacy and governance.

Additional Responsibilities -

1. Strategic Support

• Act as a trusted advisor to the Head of Function for decision-making.
• Assist in setting priorities and aligning projects with organizational goals.

1. Executive Communication

• Draft executive-level presentations, reports, and communication using PowerPoint and Word with Copilot .
• Prepare briefing notes and talking points for leadership meetings.

1. Operational Oversight

• Monitor progress of key initiatives and escalate issues proactively.
• Coordinate cross-functional activities to ensure smooth execution.

1. Meeting & Calendar Management

• Organize leadership meetings, track action items, and ensure timely follow-ups.
• Use Copilot in Teams for meeting summaries and task assignments.

1. Data-Driven Insights

• Analyze performance metrics and prepare dashboards for leadership review.
• Leverage Excel + Copilot for trend analysis and forecasting.

1. Confidentiality & Governance

• Handle sensitive information with discretion.
• Ensure compliance with organizational policies and governance frameworks.

Educational Qualification: Graduation or Postgraduate (any discipline)

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