At least 5 years of project management experience, with a minimum of 2 years in operations and/or account management, directly with client points-of-contact within a BPO.
Degree level or equivalent; strong knowledge of project management techniques and tools; direct work experience in a project management capacity.
Proven experience in people management, strategic planning, risk management and change management.
Proficient in project management software and Microsoft tools (Microsoft Project, Excel, PowerPoint, Zoom); fluent in written and spoken English; project management qualification is a plus.
Requirements:
Own the end-to-end implementation stabilization process from start to finish, ensuring seamless execution and a positive client experience.
Be accountable for the overall success of each launch, including consideration of internal survey responses and client NPS feedback on the implementation experience.
Manage client and project team expectations to deliver a frictionless onboarding; handle day-to-day client communication and maintain client satisfaction and confidence during the implementation.
Create, manage, and track project artifacts such as project schedules, detailed project plans, scope statements, resource plans, risk and issues logs, and status reports; provide consistent project plan/status reporting to account managers, clients, and management.
Job description
Responsibilities:
Responsible for owning the implementation & stabilization process from start to finish whilst ensuring seamless execution and experience for very client assigned.
Accountable for overall success of each launch including but not limited to, internal teams survey response of your performance and the clients NPS feedback of their overall implementation experience.
Performing deep dive information gathering sessions and collect client program requirements, you will validate the workflows and processes of incoming opportunity.
Managing client and project team expectations simultaneously for a frictionless onboarding experience.
You will handle day-to-day client communication throughout each implementation, host clients and ensure that client satisfaction and confidence in Teleperformance remains high throughout the implementation.
Create, manage and track project vehicles, including, but not limited to:
Project schedules
Detailed project plans
Project scope statements
Resource plans
Risk and issues logs
Status reports
Communicate and collaborate with internal and external customers as needed in regards to project deliverables including managing expectations, presenting and interfacing with sponsors
Make recommendations to management about schedules, prioritization and resource allocation with input from team members.
Provide consistent project plan/status reporting for use by account managers, clients, and management.
Providing in time support for all business development initiatives like project plans for RFPs, RFQs, present plans during sales visits.
Qualifications:
Work Experience
At least 5-years of experience in project management with minimum of 2-years of experience in operations and/or account management role working directly with Client Points-of-Contact within a BPO in a similar role
Education, Qualifications and Proficiency
Degree level or equivalent
Knowledge of both theoretical and practical aspects of project management
Knowledge of project management techniques and tools
Direct work experience in project management capacity
Proven experience in people management, strategic planning, risk management & change management
Proficient in project management software
Attained qualification in project management will be an added advantage
Technical Skills
Competent use of Microsoft Project, Excel, PowerPoint, Zoom (or other
