Overview
The BPO Transition Programme Manager for Customer Operations will oversee a large-scale transformation programme focused on customer contact within a leading insurance group. In this hands-on role, the manager will coordinate with operational teams, senior leaders, and external partners to ensure smooth offshore transitions and achieve targeted business outcomes. The position emphasizes effective stakeholder management and program governance, with a focus on operational and transition readiness.
Responsibilities
- Lead the delivery of the customer contact transformation programme, ensuring alignment with scope and timelines.
- Manage relationships with offshore delivery partners and third-party suppliers.
- Coordinate multiple workstreams across operations, technology, and compliance.
- Oversee programme governance, including RAID logs and executive reporting.
- Drive operational and transition readiness, preparing for successful go-live.
- Facilitate training, knowledge transfer, and service migration activities.
- Mitigate risks and manage dependencies related to regulatory considerations.
Requirements
- Proven experience in leading complex BPO and offshore transition programmes.
- Extensive multi-workstream delivery experience within large organizations.
- Operational transformation and service transition background is essential.
- Experience in managing external suppliers and third-party partners.
- Strong skills in executive reporting and stakeholder management.
- Knowledge of insurance or FCA-regulated financial services is desirable.
- Familiarity with customer contact centre operations and continuous improvement practices is a plus.
- Exposure to digital transformation initiatives, including automation and AI.