Project manage multiple small to medium scale projects from scoping through to implementation and roll out
- Partner with cross-functional partners internally and externally (such as Markets, Policy, Quality, Training and WFM) to enable outsourcing operations that help improve our community experience and support
- Identify potential risks or issues with project implementations, and proactively drive communication with internal and external stakeholders during projects
- Translate business requirements into implementation plans, furthering our mission of protecting and supporting client community
- Play an active role by contributing to improving policies, product, process and support system solutions
- Keep sites and teams up to date on project timelines
- Review change delivery tribe throughout each day:
- Ensure prepared for upcoming launches
- Check new posts, assess impact for your sites and take necessary actions
- Check notifications, answer any questions asked on post
- Input/feedback into project plans
- Ensure team meets timelines and deliverables
- Proactively flag risks & provide quantifiable trade off options if needed
- Consolidate information/questions/clarifications that needs to be shared with Change Delivery Team
- Participate in monthly Partner Management survey and encourage Ops and QTP leadership in the sites to do the same.
- Bachelor's degree holder
- Must have at least 10 years of Project Management experience under BPO industry and with expertise in Process Management, operations-based projects and a strong track record in implementation of these projects
- Must have at least 3 years of experience in Managerial role under BPO industry
- Proven ability to manage multiple projects concurrently through to successful implementation in an operational environment
- Ability to work in a fast-paced environment with mínimal guidance
- Experience working with internal/ external stakeholders in multiple geographic regions
- Must also have skills in Demand Management, Issue Management, Offering Insight, Organizational Design and Architecture, Risk Management and Work Planning and Management