Senior Manager - Transition & Migrations - Global Service Centre

Collaborate independently with regional stakeholders and GSC functional owners to understand business objectives, process scope, pain points, volumes, service expectations, controls and dependencies.

Design end-to-end GSC / offshoring solutions, including target operating model, team structure, spans and layers, capacity, skill mix, governance and charge back.

Translate the agreed solution into detailed process scope, resource requirements, implementation approach, dependencies, assumptions, service levels, controls and measurable business outcomes.

Apply strong knowledge of GSC, shared services and offshoring models, transition methodologies, process design, operational controls and industry best practices to develop practical and scalable solutions.

Act as a trusted advisor and primary transition / solutioning partner to senior regional and functional stakeholders, independently leading discussions, workshops, negotiations and decision-making forums.

Communicate solution options, trade-offs, risks, dependencies and recommendations clearly to technical and non-technical stakeholders; constructively challenge assumptions where required to protect transition and operational outcomes.

Collaborate with GSC leadership, operations, process owners, HR, finance, technology, Process Excellence and other enabling functions to validate solution feasibility and ensure end-to-end implementation readiness.

Define clear roles, responsibilities, decision rights and governance across regional and GSC teams throughout solution design, transition and stabilization.

Prepare and maintain comprehensive solution and transition documentation, including scope and process maps, target operating model, organization design, resource and capacity plans, RACI, assumptions, dependencies, business case inputs, implementation plans and governance packs.

Own end-to-end transitions of process scope from regions into the GSC, from initiation and due diligence through planning, knowledge transfer, readiness, go-live, stabilization and formal handover to operations.

Define transition objectives, in-scope / out-of-scope activities, success measures, milestones, deliverables and acceptance criteria jointly with stakeholders and receiving operations teams.

Develop and manage integrated transition plans covering resourcing, hiring and onboarding, knowledge transfer, training, access and technology readiness, controls, documentation, communications and operational readiness.

Establish and govern structured transition toll gates with clear entry / exit criteria and evidence-based readiness assessments; ensure appropriate stakeholder sign-offs before progression and go-live.