Job Title: Transformation & Transition Manager
Location: PJ, Selangor, Malaysia (Hybrid; travel to client locations as required)
Reports To: Senior Manager, Quality
Employment Type: Full-Time
About the Role:
We are seeking an experienced Transformation & Transition Manager from the shared services or BPO industry to lead end-to-end transition activities and drive transformation initiatives. The role involves managing complex programs, coordinating global teams, and implementing strategies to improve operational efficiency and innovation.
Key Responsibilities:
Transition Management:
-
Lead end-to-end transition activities from RFI stage to service delivery.
-
Develop and manage comprehensive transition plans covering people, processes, systems, and governance.
-
Ensure compliance with SLAs, KPIs, and contractual obligations during transition phases.
-
Collaborate with internal teams, clients, and suppliers to identify and prioritize risks, actions, and decisions.
-
Coordinate cross-functional teams to ensure operational readiness and smooth knowledge transfer.
-
Take part in due diligence (DD) and process discovery (PD) to understand client requirements.
-
Act as point of contact for creating and achieving transition milestones.
Transformation Leadership:
-
Design and execute transformation strategies to enhance operations and drive innovation.
-
Identify and implement cost savings, efficiency improvements, and risk mitigation initiatives.
-
Champion continuous improvement and digitalization across functions.
-
Drive adoption of new processes, systems, and services throughout the client lifecycle.
Program & Change Management:
-
Manage large-scale transformation programs across the business.
-
Apply structured methodologies such as Lean Six Sigma, Agile, or PMP to manage risks, dependencies, and stakeholder expectations.
-
Monitor and report on program performance, ensuring alignment with business objectives.
Stakeholder Engagement:
-
Build and maintain strong relationships with internal and client stakeholders.
-
Facilitate governance meetings, transformation workshops, and executive briefings.
-
Act as a change agent, guiding stakeholders through transformation journeys.
Candidate Requirements:
-
7–10 years of progressive experience in Shared Services, BPO, or business project management.
-
Bachelor’s degree in business or related field; Master’s preferred.
-
PMP or equivalent project management certification preferred.
-
Lean Six Sigma (Greenbelt or higher) or TQM certification is a plus.
-
Proven leadership in managing complex transition and transformation programs.
-
Advanced proficiency in MS Office Suite (Project, Visio, Excel).
-
Excellent communication, negotiation, and stakeholder management skills.
-
Ability to work independently and in virtual, cross-cultural teams.
Preferred Attributes:
-
Strategic mindset with operational execution capability.
-
Strong analytical and problem-solving skills.
-
High motivation for quality, efficiency, and continuous improvement.
-
Collaborative team player who fosters an open and supportive environment.