Manager, Service Transition & Client Onboarding

Summary

Join GoGlobal as a Service Transition & Client Onboarding Manager and oversee the seamless integration of new clients into the GBS framework. You will develop and implement transition plans, manage stakeholder communication, maintain comprehensive documentation, and mitigate potential risks. This role requires strong project management, client onboarding, and knowledge transfer expertise within a BPO or shared services environment. Responsibilities include planning and managing client transitions, engaging stakeholders, developing and maintaining documentation, managing risks, overseeing training and knowledge transfer, and monitoring performance. The ideal candidate will possess at least 5 years of experience in a relevant field with managerial experience and a Bachelor's degree or equivalent in Accounting, Finance, or Business. GoGlobal offers a remote work environment, unlimited vacation, wifi cost coverage, and an annual training allowance.

Requirements

• At least 5+ years of experience in this field with managerial experience
• Bachelor’s Degree/ Post Graduate Diploma/ Professional Degree in Accounting / Finance / Business or equivalent
• Demonstrated expertise in overseeing end-to-end service transitions and project management, client onboarding and knowledge transfer, within a BPO or shared services environment
• Self-motivated, driven and able to work independently in a fast-paced environment
• Excellent communication and interpersonal skills for effective collaboration with clients, internal teams, and stakeholders
• Proven ability to facilitate client meetings and workshops, ensuring alignment on objectives and expectations
• Good command of both spoken and written English

Responsibilities

• Develop and implement detailed transition plans for integrating new clients’ services into GBS
• Coordinate with Account Management Team (AM), clients and internal teams to define the scope, objectives, and timelines for the transition
• Manage the end-to-end transition process, ensuring alignment with GBS strategy and client expectations
• Serve as the primary point of contact for AM and clients during the transition period
• Facilitate regular communication between AM, clients, GBS teams, and other relevant stakeholders
• Conduct meetings and workshops with AM and clients to gather requirements and manage expectations
• Develop and maintain comprehensive transition documentation, including project plans, process maps, and Standard Operating Procedures (SOPs)
• Ensure that all necessary documentation is in place for the seamless handover of services to the GBS team
• Conduct process audits and reviews to ensure compliance with established standards
• Identify potential risks associated with the transition and develop mitigation plans
• Monitor transition activities to ensure risks are managed effectively and any issues are promptly addressed
• Implement contingency plans to handle unexpected challenges during the transition process
• Oversee the training and knowledge transfer process to ensure GBS teams are well-prepared to manage new clients’ accounting services
• Work with subject matter experts to develop and deliver tailored training programs for GBS staff
• Ensure effective knowledge retention and documentation within the GBS teams
• Establish metrics and Key Performance Indicators (KPIs) to measure the success of the client transition
• Monitor and report on the performance of transitioned services to ensure they meet agreed standards and client expectations
• Conduct post-transition reviews with AM, clients and internal teams to identify lessons learned and areas for improvement

Preferred Qualifications

• Proficiency in other language is an advantage
• Strong MS Office skills, particularly Excel, PowerPoint, and Visio
• Recognised professional accounting qualification (e.g. CPA, ACCA) will be added advantage

Benefits

• Remote work: Embrace flexibility with our remote work environment
• Unlimited vacation: Enjoy unlimited vacation days to rest and recharge at your own pace
• Wifi: Get your home wifi costs covered, ensuring you are always connected
• Annual training: Benefit from an annual training allowance to further your professional development