Transition Manager

The Transition Manager is responsible for leading and governing the migration of process-based and knowledge-based work from across Crawford's global operations into the Global Business Services Center (GBSC). The role ensures seamless, well-controlled, and value-driven transitions by managing the end-to-end migration lifecycle, from opportunity assessment and transition planning through knowledge transfer, go-live, stabilization, and business-as-usual handover. Operating within the centralized Transition Management Office (TMO) framework, the Transition Manager drives stakeholder alignment, governance, readiness, and continuous improvement while building migration capability, promoting best practices, and providing thought leadership that strengthens GBSC's position as a strategic business partner and enterprise capability center.

- Bachelor's degree is required.Bachelor's degree required. A postgraduate qualification in Business, Operations, or a related discipline is preferred.

- Minimum of 10 years of professional experience, with the majority gained within a BPO, Shared Services, or Global Business Services (GBS) environment.

- Minimum of 5 years of transition or migration management experience, with direct accountability for leading end-to-end process and/or knowledge-based role transitions.

- Proven experience managing transition and program initiatives, including small to large-scale, complex, and multi-workstream engagements.

- Experience working within a structured transition or Project Management Office (PMO) framework, including governance processes, stage-gate reviews, readiness assessments, and functional sign-off requirements.

- Demonstrated success in building, scaling, or enhancing transition and migration capabilities, including developing team members, coaching project managers, and promoting best practices across the organization.

- Transition and Program Management: Proven ability to plan, govern, and successfully deliver end-to-end migrations using a structured stage-gated transition framework.

- BPO / Shared Services / Global Business Services (GBS) Expertise: Strong understanding of the BPO, Shared Services, and GBS operating environment, including enabling functions such as technology, pricing, and information security.

- Governance and PMO Management: Demonstrated expertise in project governance, RAID management, project controls, risk and issue management, and executive-level reporting.

- Change Management and Stakeholder Engagement: Proven ability to drive stakeholder adoption, manage organizational change, and effectively address resistance across both onshore and offshore teams.

- Financial Acumen: Experience in business case development and validation, cost-to-serve analysis, financial baseline establishment, and benefits realization tracking.

- Process Excellence: Knowledge of Lean and Six Sigma methodologies, process mapping, operational controls, and identification of automation and continuous improvement opportunities.

- Analytical and Problem-Solving Skills: Strong analytical capabilities with the ability to identify issues, evaluate solutions, and maintain a high level of control, quality, and compliance.

- Communication and Influencing Skills: Excellent verbal and written communication skills, with the ability to engage and influence clients, senior leaders, and Global Process Owners to achieve alignment and drive successful outcomes.

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- PMP certification (or currently pursuing) desired.Project Management Professional (PMP) certification is required or strongly preferred; candidates currently pursuing certification will also be considered.

- Change Management certification, such as Prosci or ADKAR, is preferred.

- Lean Six Sigma certification (Green Belt or Black Belt) is preferred.

- Must be willing and able to travel to Crawford locations, as required, to support assessments, knowledge transfer activities, transition execution, and go-live initiatives.