Transition Manager

Transition Manager


Job Description:

· Understand client requirements for a project. Execute and implement complex and comprehensive network solution projects for a line of client processes. Focus on developing and deploying tools/ methods/ best practices to drive seamless transitions from clients to SGS while reducing transition costs and timelines.

· Liaise with Clients to understand Client needs and map processes

· Travel to client site as and when required

· Ensure clarity on performance standards and SLAs required by the client

· Negotiate with the client on SLAs so as to ensure the quality of deliverables are achievable with respect to timelines & costs and finalize on the same

· Interact with the Operations Head & other key positions to articulate client needs

· Ensure regular interaction with the Technology team to state clearly the expectations and support required from them.

· Ensure technology team has all the information they would require from the client

· Conceptualize a project plan clearly outlining the infrastructure, timelines and phases of the project

· Ensure the accurate replication of all processes

· Supervise writing of manuals to document specifics of SLAs & other details in order to maintain record of all transactions

· Handhold the process from the time the contract is signed, through the pilot phase, till the process becomes productive

· Ensure during process migration, every phase of the methodology is strictly followed with no omissions

· Conduct regular meetings and review sessions to ensure all concerned parties are informed

· Act as the point of contact for the client and maintain a healthy business relationship by answering queries, solving problems and reviewing performance of the process

· Assist the Human Resource department with recruitment by offering a client perspective of the processes & the required skill set

· Conduct timely meetings to ensure open communication and devise an action plan to address issues/ concerns raised.

· Respond and resolve issues arising out of work or from within the team or across departments that may have a bearing on team effectiveness

· Need-based escalation of decisions and ensure proper follow-up of the same

Information Security

General Security Responsibilities:

· Adhering to Information Security Policies and Procedures of IGS

· Ensuring compliance to Information Security Policies and Procedures

Specific Security Responsibilities:

· Ensure reportees (if any) comply with the security policy and procedure of IGS

· Understand and Comply with Information Security Policies and Procedures, and report all security incidents.

· Ensure the audit non-compliances are fixed within the stipulated timelines.

· Protect information entrusted to you.

· Follow the information labeling and handling procedures based on the classification level of the asset.

· Follow the Clear Screen and Clear Desk Policy.

· Adhere to the Internet Code of Conduct, email usage policy and customer information and data security policy.

· Comply with the Non-Disclosure Agreement.


· Manages performance of Processes through performance management, career planning strategies and sharing of best practices


· Identify process gaps and collaborate with the through the front-end sales/ team/ account managers to formulate solutions.

· Act as an interface between the front-end sales team/ account managers and the Senior Management.

· Provide regular project updates during transition phase


· Must have experience in implementation, program management, defining & re-engineering a process and implementing quality initiatives

· Must have handled at least 2-3 transitions independently;

· Exposure to Project Management, Technology Design, Client interaction, Technology Transition / Migration

· Graduate from a recognized Institute or University in any discipline.

· Minimum 8 years of work experience in BPO/Call Centre

· Has managed large teams in the past

· Can start ASAP

· Must be flexible with changes

Experience Requirements: 
Not requirements
Date posted:
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