Job Summary / Overview

Project & Change Delivery Manager plans, executes, and closes projects, ensuring they are delivered on time, within budget, and according to specifications. They define project goals, manage resources and teams, mitigate risks, and maintain clear communication with stakeholders throughout the project lifecycle. They are ultimately responsible for the successful outcome of the project and change delivery.

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

• Planning & Scheduling: Defining project scope, goals, milestones, and timelines.
• Resource & Budget Management: Allocating resources efficiently and controlling costs to stay within budget.
• Team Leadership: Assembling, directing, and motivating project teams
• Risk Management: Identifying, monitoring, and mitigating potential project risks.
• Communication & Reporting: Keeping stakeholders, clients, and upper management informed of progress.
• Quality Assurance: Ensuring deliverables meet expected standards and project goals.
• 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 our client community
• Play an active role by contributing to improving policies, products, processes and support system solutions
• SOW Compliance, Facilities Coordination, SOW Audit Compliance, Projectization, Inventory Management
• Client Syncs - Upcoming Projects, Task Management, Escalation Report
• Change Management – Attend CAB meeting, Drive Changes & updates process, Business Review Management, Weekly/Monthly/Quarterly Review Management
• Agenda Coordination, Changes & Updates Reporting, Non-Conformance Task Management
• Other duties as assigned.

Main Job Requirements

Education and Specific Training

• Bachelor’s degree or equivalent experience in BPO

Work Experience

• Graduated, PMP certified, Financial Acumen
• Prior BPO Projects, Transitions (Lift & shift, New Program Launches) experience
• 5+ years Project Management, Program Management and Change delivery experience, with expertise in process management, operations-based projects and a strong track record in implementation of these projects
• Proven ability to manage multiple projects concurrently through successful implementation in an operational environment
• Proven ability to optimize Scope, Quality, Time & Cost aspects of Projects
• Ability to work in a fast-paced environment with minimal guidance
• Experience working with internal/ external stakeholders in multiple geographic regions
• ADKAR Model for Change Management: Focuses on individual transitions: Awareness, Desire, Knowledge, Ability, and Reinforcement
• Experience of working with MSP and born in cloud clients preferred
• Experience in BPO and Contact Centre environments
• Experience of supporting large Operations (500+) with strong focus on engagement and work culture

Required Skills

Technical & Functional Skills

• PMP, Prince2 certified
• Technical support, Customer Service, Trust & Safety domain experience preferred
• Organization & Planning: Strong project management methodologies (e.g., Agile, Waterfall).
• Communication: Excellent interpersonal skills to manage diverse teams and client expectations.
• Problem-Solving: Ability to handle unexpected issues and adapt to changes.
• Tools: Proficiency in project management software (e.g. MS Project, Jira)
• Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook and others
• Ability to use Excel’s advanced analytical tools such as run charts, histograms, pareto charts, scatter plots etc, preferred