Transition Manager

The Transition Manager is responsible for leading and governing the migration of process-based and knowledge-based work from across Crawford's global operations into the Global Business Services Center (GBSC). The role ensures seamless, well-controlled, and value-driven transitions by managing the end-to-end migration lifecycle, from opportunity assessment and transition planning through knowledge transfer, go-live, stabilization, and business-as-usual handover. Operating within the centralized Transition Management Office (TMO) framework, the Transition Manager drives stakeholder alignment, governance, readiness, and continuous improvement while building migration capability, promoting best practices, and providing thought leadership that strengthens GBSC's position as a strategic business partner and enterprise capability center.

• Transition Leadership & Accountability: Serve as the single accountable owner for assigned transitions, overseeing the transition strategy, scope, timeline, governance, and success criteria. Act as the primary point of contact for onshore business sponsors.
• Opportunity Assessment & Feasibility: Partner with the General Manager and Business Development team to conduct process assessments, process re-engineering initiatives, and offshoring feasibility analyses. Translate identified opportunities into approved transition charters.
• Governance & Stage-Gate Control: Establish and manage the transition governance model by chairing Steering Committees and Transition Working Groups, facilitating tollgate and go/no-go readiness reviews, and securing all required functional sign-offs prior to go-live and business-as-usual (BAU) handover.
• Project & PMO Discipline: Maintain the integrated project plan, RAID log, action and decision trackers, and documentation repository. Produce weekly executive dashboards and status reports, and ensure the consistent use of project charters, methodologies, and templates across all transitions.
• Knowledge Transfer & Readiness: Lead the planning and execution of knowledge transfer activities for both process-based and knowledge-based role transitions, including walkthroughs, shadowing, reverse shadowing, coaching, and scenario-based exercises. Validate competency levels and overall readiness before go-live.
• Business Case & Benefits Realization: Partner with Finance to validate business cases, establish cost-to-serve baselines, and verify savings assumptions. Track and report benefits realization from go-live through stabilization to ensure that anticipated transition value is achieved and sustained.
• Change Management & Stakeholder Engagement: Own and maintain the stakeholder register and change management plan. Lead communication activities, adoption support initiatives, resistance management efforts, and change-readiness assessments to ensure successful transition outcomes across onshore and GBSC stakeholders.
• Data, Privacy, Security & Compliance Readiness: Ensure each transition completes all required data classification, privacy, access control, security, and regulatory compliance assessments as part of the mandatory readiness and go-live approval process.
• Capability Building & Thought Leadership: Develop and strengthen the GBSC migration capability by coaching and mentoring Transition Project Managers and client relationship managers. Establish and promote best-practice sharing protocols, drive continuous improvement initiatives, and embed automation opportunities within the transition framework to enhance efficiency and scalability.
  

• Bachelor's degree is required.Bachelor's degree required. A postgraduate qualification in Business, Operations, or a related discipline is preferred.
• Minimum of 10 years of professional experience, with the majority gained within a BPO, Shared Services, or Global Business Services (GBS) environment.
• Minimum of 5 years of transition or migration management experience, with direct accountability for leading end-to-end process and/or knowledge-based role transitions.
• Proven experience managing transition and program initiatives, including small to large-scale, complex, and multi-workstream engagements.
• Experience working within a structured transition or Project Management Office (PMO) framework, including governance processes, stage-gate reviews, readiness assessments, and functional sign-off requirements.
• Demonstrated success in building, scaling, or enhancing transition and migration capabilities, including developing team members, coaching project managers, and promoting best practices across the organization.
• Transition and Program Management: Proven ability to plan, govern, and successfully deliver end-to-end migrations using a structured stage-gated transition framework.
• BPO / Shared Services / Global Business Services (GBS) Expertise: Strong understanding of the BPO, Shared Services, and GBS operating environment, including enabling functions such as technology, pricing, and information security.
• Governance and PMO Management: Demonstrated expertise in project governance, RAID management, project controls, risk and issue management, and executive-level reporting.
• Change Management and Stakeholder Engagement: Proven ability to drive stakeholder adoption, manage organizational change, and effectively address resistance across both onshore and offshore teams.
• Financial Acumen: Experience in business case development and validation, cost-to-serve analysis, financial baseline establishment, and benefits realization tracking.
• Process Excellence: Knowledge of Lean and Six Sigma methodologies, process mapping, operational controls, and identification of automation and continuous improvement opportunities.
• Analytical and Problem-Solving Skills: Strong analytical capabilities with the ability to identify issues, evaluate solutions, and maintain a high level of control, quality, and compliance.
• Communication and Influencing Skills: Excellent verbal and written communication skills, with the ability to engage and influence clients, senior leaders, and Global Process Owners to achieve alignment and drive successful outcomes.
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• PMP certification (or currently pursuing) desired.Project Management Professional (PMP) certification is required or strongly preferred; candidates currently pursuing certification will also be considered.
• Change Management certification, such as Prosci or ADKAR, is preferred.
• Lean Six Sigma certification (Green Belt or Black Belt) is preferred.
• Must be willing and able to travel to Crawford locations, as required, to support assessments, knowledge transfer activities, transition execution, and go-live initiatives.