About the job

Position Overview We are looking for an experienced PMO – Change &

- Transformation professional to support and execute large and complex transition, transformation, change management, and service management initiatives. The role will be responsible for coordinating end-to-end transition activities, supporting organizational change, institutionalizing service management practices, driving governance, managing stakeholders, tracking benefits and outcomes, and developing leadership-ready business packs and dashboards. The ideal candidate should be operationally strong, senior-stakeholder ready, analytically capable, and comfortable managing multiple concurrent workstreams in a fast-paced environment. This is a functional PMO role focused on Change &
- Transformation, Transition, Service Management, Governance, Analytics, and Stakeholder Management.

Technical Project

Managers are not being considered for this role. 3.

Job Purpose Support and execute large and complex transitions into the capability center, institutionalize service management, and create leadership-ready business packs for clients, HQ, GCC leadership, and internal governance forums. The role holder will be expected to operate as a strong PMO execution partner, capable of running transition and transformation governance, coordinating stakeholders, tracking outcomes, identifying risks, and supporting operational delivery as volumes scale. 4.

Key Accountabilities &

Responsibilities A.

Transition

Management – End-to-End Lead and coordinate transition phases including discovery, knowledge transfer, shadow, reverse-shadow, go-live, and post-transition stabilization. Track transition milestones, deliverables, dependencies, risks, and readiness. Monitor FTE migration, productivity ramp-up, benefits realization, and stabilization following transition. Support transition risk assessments and develop mitigation and contingency plans. Conduct readiness reviews and ensure stakeholders are prepared for transition milestones. Act as a key escalation point for critical transition activities and dependencies. Ensure transition outcomes are aligned with business adoption, operational readiness, and change objectives. Coordinate across business, delivery, process, HR, and transformation teams to ensure smooth transition execution. B.

Service Management

Establish and maintain service governance frameworks covering SLAs, KPIs, operating rhythms, governance forums, and escalation models. Monitor service performance against agreed targets and identify areas requiring intervention. Execute controls relating to performance, quality, compliance, operational risk, and service delivery. Drive continuous improvement, process optimization, and standardization initiatives. Identify opportunities for operational excellence, automation, and technology-enabled improvements. Support service reviews and ensure timely tracking and closure of actions. Develop and maintain appropriate service management reporting and governance mechanisms. C.

Organizational Change Management

Support the design and execution of organizational change management strategies across transition and transformation programs. Conduct stakeholder impact assessments and change readiness evaluations.

Develop and maintain: Change Management Plans Communication Plans Stakeholder Engagement Plans Adoption Roadmaps Facilitate workshops, training sessions, awareness activities, and leadership briefings to support business readiness. Track and measure change adoption, user engagement, readiness, and realization of intended business outcomes. Identify resistance to change and support targeted interventions to address adoption challenges.

Partner with business leaders, process owners, HR, and delivery teams to ensure sustainable adoption of new processes and operating models. Support business transformation, operating model changes, process standardization, service transformation, workforce transition, and capability-building initiatives. D.

Business

Packs, Analytics &

- Leadership Reporting Create executive-ready Business Packs and Management Reports for: Client Leadership Global Capability Heads GCC Leadership Transformation Governance Forums Internal Management Develop and maintain dashboards covering: Transition Health Service Performance Benefits Realization Change Adoption Capacity &
- Workforce Readiness Risks &
- Dependencies Key Milestones &
- Actions Convert complex operational and transformation data into clear executive-level insights, trends, risks, and recommendations. Develop compelling presentations and business narratives for senior leadership. Ensure reporting is accurate, concise, visually effective, and decision-oriented. Use data and analytics to identify trends, performance gaps, risks, and improvement opportunities. E.

Stakeholder

Management &

• Governance Partner with Global Process Owners, Business Leaders, Transformation Teams, Functional Heads, Delivery Teams,



and other senior stakeholders. Support steering committees, governance forums, executive reviews, and transformation review meetings. Prepare agendas, presentations, dashboards, action trackers, and decision logs for governance forums. Track actions, decisions, risks, dependencies, and escalations through to closure. Build strong relationships across multi-country, multi-functional, and culturally diverse stakeholder groups. Influence outcomes without direct authority through data-driven recommendations, structured communication, and effective stakeholder engagement. Ensure governance cadence and reporting are consistently maintained. F. Risk, Dependency &
- Performance Management Identify, assess, monitor, and escalate project, transition, operational, and change-related risks. Develop and track mitigation actions and contingency plans. Maintain risk, issue, action, dependency, and decision trackers. Monitor performance against agreed objectives, KPIs, milestones, and outcomes. Ensure timely escalation of critical risks and delivery challenges. Support compliance with organizational policies, governance requirements, and applicable regulatory expectations. 5.

Required Experience &

Qualifications Required Experience 6–8 years of relevant experience in one or more of the following environments: GCC / Global Capability Center Shared Services Consulting Transformation Change Management Transition Management Service Management Proven experience in transition management, organizational change management, and service management.

Demonstrated experience supporting: Enterprise transformation programs Operating model changes Process migration Business integration Service transformation Process standardization Experience working across multi-country, multi-functional, and culturally diverse stakeholder environments. Ability to operate in short-term, outcome-focused engagements with minimal supervision and limited ramp-up time.

Experience managing multiple concurrent workstreams and working in fast-paced, high-pressure environments. 6.

Organizational Change Management Experience

Candidates should have experience supporting one or more of the following: Business transformation programs. Operating model and organizational redesign initiatives. Process standardization and service transformation programs. Workforce transition and capability-building initiatives. Change impact assessments and stakeholder management. Communication and engagement planning for transformation initiatives. Change readiness assessments and adoption planning.

Benefits realization and adoption tracking. Stakeholder resistance identification and management. Training, workshops, leadership communication, and business readiness activities.

- Core Skills &
- Capabilities Stakeholder &
- Communication Skills Strong executive communication and stakeholder management skills. Excellent business storytelling and presentation capabilities. Ability to develop compelling change narratives and leadership messaging. Strong facilitation and workshop management skills. Ability to influence stakeholders without direct authority. Strong written and verbal communication skills. Governance &
- PMO Skills Strong understanding of governance frameworks and operating rhythms.

Experience in governance design, implementation, and reporting. Strong action, risk, issue, dependency, and decision tracking capabilities. Ability to coordinate multiple workstreams and stakeholders effectively. Strong understanding of transition and transformation governance. Analytics &

- Reporting Advanced proficiency in: Microsoft Excel Microsoft PowerPoint Power BI Solid data analysis and visualization capabilities. Ability to convert data into actionable insights and recommendations.

Experience developing executive dashboards, business packs, and management reports.

Change Management

Knowledge of change management methodologies, frameworks, and adoption measurement techniques. Strong understanding of stakeholder impact, readiness, communication, engagement, and adoption. Ability to balance operational delivery requirements with people-focused change activities.

- Execution &
- Delivery Skills Ability to operate effectively in fast-paced and high-pressure environments. Strong analytical and problem-solving capabilities.

Experience managing multiple concurrent workstreams. Proven ability to deliver process change and transformation outcomes. Strong organizational and prioritization skills. Ability to identify and implement technology-enabled process improvements. Ability to manage ambiguity and work with minimal supervision.



Strong attention to detail with a focus on delivery and outcomes. Ability to balance strategic thinking with hands-on execution. 9.

Core Competencies

The role holder is expected to demonstrate competence at the “Lead Work, People and/or Projects” level across the following areas: Collaboration &

- Influence Develop strong relationships and create a collaborative working environment. Build trusted relationships across diverse stakeholder groups. Create an inclusive and supportive environment. Leverage different skills and perspectives to deliver shared value. Inspire and motivate others to contribute ideas and achieve common goals. Development &
- Capability Encourage continuous learning and professional development. Support capability building across teams. Provide constructive feedback and encourage personal growth. Help colleagues identify development opportunities. Promote knowledge sharing and learning from experience. Direction &
- Commercial Thinking Demonstrate a broad understanding of the business and operating environment. Take a commercial and outcome-focused perspective. Prioritize activities that deliver the greatest business value. Align operational delivery plans with wider business objectives. Translate business plans into effective execution. Ownership &
- Performance Drive accountability and ownership across workstreams. Set clear expectations and delivery objectives. Track performance against agreed goals and KPIs. Challenge performance gaps and drive corrective action. Promote a high-performance and delivery-focused culture. Risk Management &
- Compliance Manage risks, issues, and incidents through effective controls. Promote compliance with organizational policies and applicable regulations. Demonstrate integrity, sound judgment, and accountability. Ensure risks and compliance requirements are appropriately identified, monitored, and escalated.

Customer Obsession

Keep customer needs at the center of business and operational decisions. Understand customer expectations and business impact. Use customer insights to improve processes and outcomes. Promote a customer-focused approach across transformation initiatives. Agility &
- Change Demonstrate adaptability and resilience in changing environments. Encourage teams to challenge existing ways of working. Identify and manage the impact of organizational and process changes. Support adoption and sustainable embedding of new ways of working. Promote continuous improvement and innovation. 10.

Treating Customers Fairly

The role holder should demonstrate that due regard is given to customers and that customers are treated fairly by: Making fair treatment of customers central to organizational, procedural, and policy changes. Demonstrating fair customer treatment through personal conduct and decision-making. Considering the impact of business and operational changes on customers. Being able to explain the potential implications of decisions or actions on customer outcomes. Maintaining the required level of competence through completion of mandatory regulatory and compliance training. Supporting colleagues and teams in maintaining the required knowledge and competence to perform their roles effectively. 11.

Individual Conduct

Standards &

• Rules The role holder must: Act with integrity, due skill, care, and diligence. Be open and cooperative with the FCA, PRA, and other applicable regulators.

Pay due regard to the interests of customers and ensure they are treated fairly. Observe proper standards of market conduct. Act to deliver positive outcomes for retail customers. Comply with applicable organizational policies, procedures, regulatory requirements, and professional standards.

- Fitness &
- Propriety The role holder must take reasonable steps to ensure that areas under their accountability are managed with appropriate skill, care, diligence, and governance to comply with applicable PRA, FCA, and other regulatory requirements.

The role holder is expected to: Maintain appropriate professional competence and knowledge. Identify and manage risks within areas of accountability. Ensure appropriate controls and governance mechanisms are in place.

Escalate material risks, incidents, and compliance concerns appropriately. Complete all mandatory regulatory and compliance requirements. Maintain conduct and decision-making standards consistent with the responsibilities of the role.

Failure to meet applicable regulatory, governance, conduct, or fitness and propriety requirements may result in disciplinary or regulatory consequences and may impact the individual's ability to continue performing the role.

Location : Gurugram, hybrid

Roles And Responsibilities na

Skill Sets

- Excel
- PowerPoint
- Power BI
- Data analysis
- Visualization
- Executive reporting
- Insights generation

Required Skills ['Excel', 'PowerPoint', 'Power BI', 'Data analysis', 'Visualization', 'Executive reporting', 'Insights generation']

Additional Information na

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