AVP Transition Leader

Position: AVP Transition Leader

Business Unit: BPO Contact Centers & Back Office Operations

Location: Mumbai / Bangalore

Experience: ~15 years in BPO industry

Role Overview

We are seeking an experienced Transition Leader at an AVP level to manage and deliver large-scale transitions across inbound, outbound, back-office, and customer service operations. The role requires hands-on expertise in transitioning processes across international and domestic geographies, with strong exposure to collections, BFSI, manufacturing, high-growth technology, retail, healthcare, and emerging industries.

The candidate will be responsible for end-to-end transition managementfrom due diligence, solution design, and migration planning to execution and stabilization. The role also involves leading technology and operational transformation projects (apps, chatbots, automation platforms, new office setups, and vendor coordination).

Key Responsibilities

• Lead end-to-end transitions from client to service provider or between service providers.

• Define transition roadmaps, governance models, and success metrics.

• Ensure smooth knowledge transfer, documentation, and process stabilization.

• Drive technology implementation projects (apps, chatbots, platforms, automation).

• Lead organizational change initiatives such as new office setups, office relocation, and infrastructure changes.

• Apply structured project management frameworks (Agile, Waterfall, Hybrid) as appropriate.

• Serve as a key liaison between clients, vendors, and internal teams.

• Deliver clear and structured executive-level communication and reporting.

• Lead, mentor, and guide a team of project managers.

• Drive project governance, risk management, and issue resolution.

Required Skills & Qualifications

• 15 years of progressive experience in the BPO industry, with strong track record in managing complex transitions.

• Hands-on exposure to contact centers (inbound/outbound), back-office, customer service, and collections.

• Experience across BFSI, Tech, Manufacturing, Retail, Healthcare industries.

• Skilled in transition frameworks, governance structures, and project management tools.

• Proven ability to lead teams of project managers and manage multiple large-scale projects simultaneously.

• Strong executive communication, presentation, and stakeholder management skills.

• PMP, Prince2, or equivalent certifications (preferred).

• Graduate degree (mandatory); MBA or higher qualification is an advantage.

Key Attributes

• Strong problem-solving and analytical skills.

• High adaptability to work across diverse industries and geographies.

• Ability to handle pressure and drive outcomes in dynamic environments.

• Strategic thinker with attention to operational details.

Location

Preferred Locations: Mumbai or Bangalore