About Firstsource:

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. We specialize in helping customers stay ahead of the curve through transformational solutions that reimagine business processes, delivering increased efficiency, deeper insights, and superior outcomes.

As trusted brand custodians and long-term partners to over 100 leading brands, we have a presence in the US, UK, Philippines, India, and Mexico. Our 'rightshore' delivery model offers solutions covering the complete customer lifecycle across Healthcare, Telecommunications & Media, and Banking, Financial Services & Insurance verticals. Our clientele includes Fortune 500 and FTSE 100 companies.

Basic Purpose and Function:

Conducts training classes for Firstsource employees in an enthusiastic, proactive manner both one-on-one and with employees in a group as well as assist collectors by floor coaching as the new hire develops through their step goals.

Position Overview

The Transition Project Manager is responsible for successfully migrating business processes from client sites while achieving defined project metrics and internally grown Digital products. This role serves as the primary point of contact between clients and internal stakeholders, ensuring smooth transition implementation and stakeholder satisfaction.

Core Responsibilities

• Role: Project Manager
• Location: Mexico (Work from office)

Project Planning & Design

• Analyze client and internal requirements and develop comprehensive project plans
• Create foundational design frameworks for solution development
• Develop process maps and establish measurement metrics
• Conduct impact analysis for change requests
• Track project costs and ensure implementation within approved budgets

Stakeholder Management

• Serve as the primary point of contact for clients and internal stakeholders
• Coordinate with support functions and operations teams
• Manage client communications and negotiations
• Build and maintain relationships with all project stakeholders

Project Implementation

• Apply project management methodologies to transition management
• Ensure adherence to client-committed timelines
• Develop creative solutions for implementation challenges
• Monitor project progress and provide regular status updates
• Manage change requests and their implementation
• Participate in solution development for prospective clients

Reporting & Documentation

• Deliver timely and accurate reporting throughout the project lifecycle
• Document project progress, challenges, and solutions
• Escalate issues appropriately when necessary
• Track and report on project costs and metrics

Position Details

• Reports to: Director/AVP - PMO and Transition
• Direct Reports: None

Required Qualifications

Education & Experience

• Bachelor's degree
• 4-6 years of total professional experience
• Minimum 4 – 5 years of experience in BPM (Business Process Management)
• Demonstrated experience in client-facing roles
• Proficiency in Microsoft Office suite, including MS Project

Technical Knowledge

• Understanding of project costing and proposal development
• Change management principles and methodologies
• Basic technology fundamentals
• Business process management concepts

Essential Skills

• Strong written and verbal communication
• Advanced stakeholder management and negotiation abilities
• Strategic planning and analytical thinking
• Creative problem-solving capabilities
• Crisis and conflict management expertise
• Attention to detail while maintaining strategic perspective
• Team leadership and people management
• Business acumen and client business understanding
• Adaptability to changing business requirements

Preferred Qualifications

• PMI certification
• Proven track record of successful project delivery
• Stable employment history
• Experience in process transition projects
• Someone with Banking & Collections experience will be an add on.