Transition Lead

The Transition Lead will own the end-to-end transition lifecycle, acting as the bridge between Sales, CP, Solutions, Delivery, Talent Acquisition, RMG, Finance, Technology, and Clients. The role is accountable for translating commercial commitments into successful operational outcomes, while accelerating the client's realisation of value and will report to the Manager.

Responsibilities

• Lead and report on all new client onboardings, offerings, and scope expansions on a weekly basis.
• Drive readiness across hiring, training, process documentation, knowledge transfer, compliance, and technology.
• Establish governance mechanisms, executive reviews, and risk management processes.
• Collaborate with AI, Operations Excellence, and Delivery teams to drive standardisation and automation.
• Own stabilisation, hypercare, and transition closure.

Qualifications

• Minimum 5 to 6 years of hands-on experience in end-to-end process transitions (knowledge transfer, shadowing, reverse shadowing, and go-live)
• Successfully led at least 3 to 4 new business transitions independently
• Experience transitioning processes in Digital Advertising / Media Operations (Ad Ops, Account Management, Sales Media Planning, Programmatic, or I.O. Approval) is strongly preferred
• Proven experience in preparing transition documentation such as SOPs, process maps, transitionplans, and handoff documents
• Strong understanding of resource planning, hiring ramp-up, and training coordination for new processes
• Excellent written and verbal communication skills
• Willingness to work in flexible shifts based on client time zones and travel if required

Required Skills

• Minimum 5 to 6 years of hands-on experience in end-to-end process transitions (knowledge transfer, shadowing, reverse shadowing, and go-live)
• Successfully led at least 3 to 4 new business transitions independently
• Experience transitioning processes in Digital Advertising / Media Operations (Ad Ops, Account Management, Sales Media Planning, Programmatic, or I.O. Approval) is strongly preferred
• Proven experience in preparing transition documentation such as SOPs, process maps, transition plans, and handoff documents
• Strong understanding of resource planning, hiring ramp-up, and training coordination for new processes
• Excellent written and verbal communication skills
• Willingness to work in flexible shifts based on client time zones and travel if required

Preferred Skills

• Prior experience in transition/onboarding management within a BPO, shared services, or client services environment
• Exposure to project management methodologies/certifications (PMP, Six Sigma, PRINCE2)
• Familiarity with automation/AI tools used for process standardisation
• Experience working across cross-functional teams (Sales, Delivery, Talent Acquisition, Finance)
• Strong stakeholder management and executive communication skills
• Experience managing hypercare/stabilization phases post go-live
• Working knowledge of CRM/ticketing/reporting tools (Salesforce, ServiceNow, Smartsheet, etc.)