Transformation Manager

Job Title: Transformation & Transition Manager

Location: PJ, Selangor, Malaysia (Hybrid; travel to client locations as required)

Reports To: Senior Manager, Quality

Employment Type: Full-Time

About the Role:

We are seeking an experienced Transformation & Transition Manager from the shared services or BPO industry to lead end-to-end transition activities and drive transformation initiatives. The role involves managing complex programs, coordinating global teams, and implementing strategies to improve operational efficiency and innovation.

Key Responsibilities:

Transition Management:

• Lead end-to-end transition activities from RFI stage to service delivery.
• Develop and manage comprehensive transition plans covering people, processes, systems, and governance.
• Ensure compliance with SLAs, KPIs, and contractual obligations during transition phases.
• Collaborate with internal teams, clients, and suppliers to identify and prioritize risks, actions, and decisions.
• Coordinate cross-functional teams to ensure operational readiness and smooth knowledge transfer.
• Take part in due diligence (DD) and process discovery (PD) to understand client requirements.
• Act as point of contact for creating and achieving transition milestones.

Transformation Leadership:

• Design and execute transformation strategies to enhance operations and drive innovation.
• Identify and implement cost savings, efficiency improvements, and risk mitigation initiatives.
• Champion continuous improvement and digitalization across functions.
• Drive adoption of new processes, systems, and services throughout the client lifecycle.

Program & Change Management:

• Manage large-scale transformation programs across the business.
• Apply structured methodologies such as Lean Six Sigma, Agile, or PMP to manage risks, dependencies, and stakeholder expectations.
• Monitor and report on program performance, ensuring alignment with business objectives.

Stakeholder Engagement:

• Build and maintain strong relationships with internal and client stakeholders.
• Facilitate governance meetings, transformation workshops, and executive briefings.
• Act as a change agent, guiding stakeholders through transformation journeys.

Candidate Requirements:

• 7–10 years of progressive experience in Shared Services, BPO, or business project management.
• Bachelor’s degree in business or related field; Master’s preferred.
• PMP or equivalent project management certification preferred.
• Lean Six Sigma (Greenbelt or higher) or TQM certification is a plus.
• Proven leadership in managing complex transition and transformation programs.
• Advanced proficiency in MS Office Suite (Project, Visio, Excel).
• Excellent communication, negotiation, and stakeholder management skills.
• Ability to work independently and in virtual, cross-cultural teams.

Preferred Attributes:

• Strategic mindset with operational execution capability.
• Strong analytical and problem-solving skills.
• High motivation for quality, efficiency, and continuous improvement.
• Collaborative team player who fosters an open and supportive environment.