Job Title: Lead, Project

Main Objectives and Duties:

1. Project Implementation

   • Responsible for successful implementation of internal and external projects within time and budget.
   • Understands SOW and project requirements aligned with company standards.
   • Follows departmental business processes.
   • Conducts risk analysis and designs mitigation plans.

2. Active Participation

   • Executes and coordinates activities with the Project Committee based on the Master Plan.
   • Conducts root-cause analysis and assists in creating solutions.
   • Coordinates team efforts to track progress and identify challenges.
   • Reviews departmental deliverables and controls client delivery to ensure quality.
   • Validates and reviews timelines with the Project Committee.

3. Client Point of Contact

   • Acts as the main POC for the client during implementations.
   • Maintains constant communication with the client.
   • Provides detailed reports, calls, and meetings.
   • Coordinates with the client’s main POC and ensures SOW alignment.
   • Serves as mediator between Project Committee and client.
   • Communicates changes, progress, and statuses.
   • Aligns internal team with client and introduces project committee.

4. Post-Go Live Support

   • Supports operations for 4 weeks after Go Live.
   • Ensures consistency and adherence to client requirements.
   • Completes implementation report for transition to Operations team.
   • Follows up on open items and ensures full project closure.
   • Conducts implementation audit with internal departments.
   • Measures alignment with client requirements and company standards (QGBM).
   • Sends evaluation surveys to clients.

5. Operations Support

   • Designs project plans for new projects.
   • Presents plans during official program launch.
   • Assigns priority levels and tracks project progress.
   • Provides consultancy to Operations Department.

6. Training and Development

   • Receives and conducts internal/external trainings.
   • Conducts teach-backs.
   • Develops internal or skill enhancement trainings.

Qualifications:

• Bachelor’s Degree holder.
• 6 months to 1 year of related work experience.
• Project Management orientation.
• Exposure to call center industry language.

Skills and Competencies:

• Project Management
• Documentation and Reports
• Data Management
• Business Software Applications
• Communication