iSON Xperiences
Website:
isonxperiences.com
Job details:
Role OverviewWe are seeking an experienced Transition Project Manager to manage end-to-end transitions and migrations for offshore projects . The role involves planning, coordinating, and executing multiple offshore projects, ensuring seamless knowledge transfer, operational readiness, and successful go-live. The ideal candidate will have strong client management skills, excellent cross-functional coordination capabilities, and hands-on experience in BPO service transitions.
Key Responsibilities· Lead transition planning, execution, and stabilization phases for new and existing offshore BPO projects.
· Work closely with global clients to gather business requirements, define scope, and document workflows.
· Create and maintain project plans, timelines, governance frameworks, and risk mitigation plans.
· Coordinate activities across Operations, Training, WFM, HR, Quality, IT/Infra, Finance, and Compliance teams to ensure readiness.
· Drive knowledge transfer through shadowing, reverse shadowing, SOP documentation, and certification.
· Plan resource allocation, hiring timelines, batch scheduling, and training setup.
· Track progress through structured governance cadence (internal & client-facing reviews).
· Identify and proactively mitigate project risks or deviations.
· Ensure smooth operational handover to BAU teams with clear success criteria and performance KPIs.
· Support post–go-live stabilization to achieve performance benchmarks.
· Prepare MIS, project dashboards, and status reports for leadership and clients.
Required Experience & Skills· 6-7 years overall experience in BPO/Shared Services, with 2+ years hardcore in Transition / Project Management function.
· Transition function experience is mandatory. Candidates who have only supported transition activities while working in other functions (and not as part of the dedicated Transition function) will not be considered.
· Proven experience handling multi-geo client transitions.
· Strong knowledge of contact center operations, including Training, WFM, Quality, and SLA/KPI metrics.
· Experience in coordinating infrastructure & technology readiness (workstations, ISP, telephony, security, etc.).
· Excellent communication & stakeholder management skills with ability to interact at senior client levels.
· Strong analytical, documentation, and presentation skills.
· Proficiency in MS Project / Excel / PowerPoint or equivalent PM tools.
· PMP / Prince2 / Six Sigma (preferred but not mandatory).
Behavioural Competencies· Ability to work in a fast-paced, dynamic environment.
· Strong ownership, accountability, and decision-making ability.
· Collaborative working style with cross-cultural sensitivity.
· Flexibility to work in Various time zones and handle periodic travel to client or internal sites.
Education· Bachelor’s Degree or equivalent qualification (required).
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