LEAD, PROJECT

Job Summary

Main objectives and duties:

1. Responsible for the successful implementation of any
internal and external projects assigned to him /her
within time and budget
○ Understands both SOW and Project requirements
aligning with company’s standards
○ Follows departmental business process during
project implementation
○ Ensures alignment
○ Conducts Risk Analysis
○ Designs Mitigation plans

2. Displays Active Participation through follow-ups on the progress of the plan
○ Executes and coordinates the activities to Project Committee based on the Master Plan
○ Conducts Root-Cause-Analysis
○ Assists in creating solutions
○ Coordinates the efforts of the team to obtain overall progress and identify challenges
○ Reviews departmental deliverables
○ Controls delivery to the client to ensure quality
○ Validates and reviews timelines with the Project
Committee

3. Acts as the Company’s Main POC for the client during Implementations
○ Establishes constant communication with the client for the project progress
○ Provides accurate and detailed information through reports, calls and meetings
○ Coordinates with the clients Main POC 

○ Ensures SOW alignment
○ Serves as the mediator between the Project Committee and Client
○ Communicates changes, progresses and statuses with the client
○ Ensures alignment of the internal team with the client
○ Introduces the project committee to the client

4. Provides Support to implemented programs after “Go Live”
○ Provides support to the operations for 4 weeks after Go Live
○ Observes consistency and adherence to the clients requirement
○ Completes and provides implementation report to clients for full transition to the Operations team
○ Does the necessary follow-ups on the open items
○ Ensures full closure of the project
○ Ensures implementation Audit is conducted with the internal departments
○ Measures alignment with the client’s requirements and company’s minimum standards (QGBM)
○ Sends evaluation surveys to clients in order to assess and evaluate overall process through scoring system

5. Provides Support to Operation Department on any project from a Project Management Perspective
○ Designs Project Plan for new projects
○ Presents the designed plan during official launching of the program
○ Assigns priority level to any projects
○ Tracks and Controls project progress
○ Provides consultancy service to the Operations Department

6. Supports and conducts internal trainings or skill enhancement trainings
○ Receives internal and external trainings
○ Conducts teach backs
○ Develops internal trainings or skill enhancement training

 

Area of expertise (Skills)

Bachelor’s Degree Holder
At least 6 months – 1 year work experience in a related field

Other Skills and Experiences (Min)

Project Management Orientation
Exposure to call center industry language

Education