Essential Duties & Responsibilities:
Project Management
- Responsible for thoroughly understanding and communicating stakeholder requirements to appropriate team members and managing all requirements accordingly.
- Establishes clear ownership for project tasks, ensures that team members have the tools needed, and provides timely feedback.
- Coordinates and facilitates delivery of project objectives.
- Organizes and facilitates project planning, daily stand-up meetings, reviews, implementation planning, and other agile project-related meetings.
- Tracks progress and reviews project tasks to ensure deadlines are met appropriately.
- Assess project issues and identify solutions to meet productivity, quality, and the goals of HR projects.
- Proactively communicates project status, issues & risks to management.
- Conducts regular status meetings with all stakeholders, keeping the stakeholders needs and requirements continuously in view.
- Ensures project teams are practicing the core agile principles of collaboration, prioritization, team accountability, and visibility.
- Finds and works to remove development and project roadblocks; motivates the project teams and keeps them excited to move forward; protects the team from outside distractions.
Policy and Process Management
- Plans, organizes, directs, controls, and coordinates policy advice and strategic planning for Operations
- Develops and establishes a strategic Operations policy framework.
- Implement and/or manage the documentation of business case studies relating to key thematic areas for use in policy initiatives.
- Implement and/or manage the writing and production of high-quality policy, procedures, and process map papers.
- Manages research initiatives in collaboration with relevant teams and external partners.
Continuous Improvement
- Actively participates in identifying and acting on opportunities for improvement, operational, and quality policies and procedures.
- Demonstrates awareness and understanding of the organization's aims and objectives.
- Uses the organization's strategic goals and objectives to focus and prioritize improvement activity.
- Creates opportunities and contributes to the organization's capacity-building activities.
- Works with different Business Leader to lead the transformation and continuous improvement of existing processes.
Relationship Management
- Develops and maintains strong working relationships with key internal and external stakeholders.
- Develops and maintains a strong network of industry contacts, maintains lists of contracts and contacts, and participates in professional associations as appropriate.
- In collaboration with the Senior Operations Team and executive team, foster links with other organizations, relevant areas of government, and call center community groups in order to develop and maintain policy information networks and a research base.
Job Requirements:
- Must have at least 3 years of working experience as a Project Manager in a BPO contact center setting.
- Is well-versed in ramp-ups (new business and existing LOBs), program flips (having an entire program turned into another account, ramp downs, site build-outs, space/floor renovation, program movement from one office to another, and tools launch
- Has knowledge on how the BPO set up works and how each department is inter-related to each other
- Has vast experience in dealing with the Senior Leadership Teams (Directors, V and C-level executives)
- Has excellent stakeholder management skills
- Can manage multiple and complex projects at any given time
- Has above average communication skills
- Has experience in risk management
- Amenable to report onsite - VXI Buendia, Makati; night shift
