BPO Transition Programme Manager – Customer Operations

BPO Transition Programme Manager – Customer Operations - Insurance, £650pd, Outside IR35

Ventula Consulting is partnering with a leading insurance group to recruit a

BPO Transition Programme Manager to deliver a large-scale customer contact transformation programme.

This is a hands-on role leading complex offshore/BPO transitions, working closely with operational teams, senior business leaders and external delivery partners across multiple brands and business units.

Key responsibilities

• Lead the programme, ensuring delivery against agreed scope, timelines, quality and business outcomes.
• Manage the offshore delivery partner and associated third-party suppliers.
• Coordinate workstreams across operations, technology, compliance, training and change.
• Own programme governance, RAID, executive reporting and steering committee activities.
• Drive transition readiness, operational readiness and go-live planning.
• Oversee training, knowledge transfer and service migration.
• Manage complex dependencies, risks and regulatory considerations.

Essential experience

• Proven experience leading complex BPO, outsourcing or offshore transition programmes.
• Strong multi-workstream delivery experience within complex organisations.
• Operational transformation and service transition experience.
• Experience managing suppliers and third-party delivery partners.
• Confident senior stakeholder management, executive reporting and programme governance.

Desirable experience

• Insurance or FCA-regulated financial services.
• Customer contact centre or service operations.
• Operational excellence, continuous improvement or process transformation.
• Exposure to automation, AI or digital transformation programmes.

We’re looking for someone highly organised and commercially aware, who can manage the delivery detail while maintaining focus on programme outcomes. Previous ownership of offshore/BPO transitions is essential.

Please apply with your CV for further details.

Remote with occasional travel to offices when needed.