Business Process Migration Specialist

Process Transition ManagerWe are seeking a skilled Process Transition Manager to lead the successful migration of travel and hospitality processes within our customer experience division. This role is pivotal in ensuring site readiness, operational preparedness, stakeholder alignment, and governance across all phases of transition from due diligence to steady state.The Process Transition Manager will be accountable for transition planning, execution governance, site readiness oversight, risk management, stakeholder communication, and project onboarding. The position demands strong program management expertise, operational acumen, and the ability to collaborate with multi-functional teams across training, operations, technology, talent acquisition, HR, administration, and other support functions.Key Responsibilities:Lead end-to-end transition programs for customer experience processes, ensuring alignment with client requirements, timelines, and SLAsDevelop and maintain comprehensive transition plans covering due diligence, knowledge transfer, hiring, training, site readiness, infrastructure, and go-live supportEstablish governance frameworks including RACI, program charters, communication cadence, and reporting structuresEnsure all transition milestones (BRD, KT, shadowing, reverse shadowing, SOP documentation, operational sign-off) are delivered on time and within scopeSite Readiness & Infrastructure Planning:Partner with Facilities, IT, and Telephony teams to track and validate site readiness, including workspace availability, system setups, telephony readiness, and business continuity plansCreate and monitor site readiness checklists to ensure all critical infrastructure (seating, systems, internet, voice channels, compliance zones, security) is available before go-liveServe as the integration point between infrastructure readiness and transition execution, ensuring site setup aligns with client and regulatory requirementsEscalate and drive resolution for site readiness dependencies that may impact timelines or service deliveryRisk Management & Compliance:Identify, track, and mitigate transition risks related to people, process, technology, site readiness, and complianceEnsure adherence to business and client-specific compliance requirements during transitionEstablish control mechanisms for audit readiness and document repository setupOperational Readiness & Handover:Ensure hiring, training, and infrastructure readiness as per agreed ramp-up plansValidate operational preparedness through dry runs and simulationsDrive a structured handover to operations post-stabilization, ensuring KPIs and SLAs are metImplement learnings and best practices to continuously improve the transition and site readiness frameworkIdeal Candidate Profile:Must-Have Qualifications:5–8 years of progressive experience in program management, project management, or transition management roles within BPO CX operationsProven success as a Process Transition Manager in large-scale CX environment, leading medium-to-large scale process migrations (500-1000 FTEs)Hands-on experience in transition governance, site readiness planning, due diligence, knowledge transfer planning protocols, and operational stabilizationPMP/PRINCE2 or equivalent transition management credentialsExperience in managing transitions tied to new site launches/expansionsFamiliarity with transition management tools (Monday.com, Clickup, etc)Strong change management and project leadership capabilities in dynamic environmentsExcellent stakeholder management, client engagement, and communication skillsStrong analytical and problem-solving capabilities, with a structured, data-driven approachFlexibility to travel domestically as requiredLocation: Mohali | Full-time, On-siteWe celebrate diversity and are committed to creating an inclusive environment for all employees.