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Retail Incentive Project Leader

Introduction

The primary objective of the Project Leader is to meet and exceed set targets through managing operational performance, attendance and quality of services delivered by each Team within his/her project.

Function

Delivery

· Overall in-charge of day-to-day activities under his/her span of control.

· Ensure Service Level Agreements are met, ensure compliance to SOPs.

· Accountable for BPS business controls and audit coordination, manages resources in line with business needs

· Be an SME of the process under his span

· Be a Change Management Architet and manage forthcoming and implemented changes formally

· Provide technical expertise to the project team.

· Overseeing activities of direct reports.

· Manage and coordinate across sub-processes.

· Documentation of all project related activities.

· Escalation of identified unresolved issues to Project Manager, Customer leader or GNDM leads.

· Acts as PI agent, identifies opportunities for improvement and drives implementation of tangible opportunities

· Ensure that projects are completed within budget constraints and as per agreed timelines.

· GNDM Manager, able to work and think in GNDM model

· Assits in creatation of mitigation plans for ensuring slippage / service credit-free delivery.

· Participate in recruitment and selection of team members.

· Coordinate and communicate effectively with primary contacts at Client teams to ensure satisfactory progress of project work and timely resolution of issues.

· Ensure appropriate distribution of work within his/her span of control

· Resignations / Absconder communication to the project manager, maintaining Organization Structure updated

· Closely work with other locations of same account / relationship and drive process improvements/ training and ensure standardization of scope handled across regions

· Report SLA, scorecard of current month / historical performance at regular intervals to internal and Customer stakeholders

Leadership responsibilities

· People focused manager, encurages and develops talents

· Host regular team meetings, one to ones and feedback sessions with the direct reports

· Consciously manage the development and carrier aspirations of the associates

· Pro-active performance management

· Ensure that associates understand the organizational goals and the unit strategy

· Set clear expectations and SMART, achievable goals

· Monitor the performance of the project team continuously

· Identify critical resources and create succession plan

· Provide all necessary information to HR deployment to ensure legal compliance

General Process Control

· Initiates and follows up with process automation, digital dash boards and web portals within the account responsible for

· Evaluates process change feasibility & where required, articulates need / benefits to the customer and drives the improvement process

· Holds regular meetings with internal and external stakeholders, aims for best practice sharing

Quality/Process integrity

· Develop strategies in co-ordination with Team Leads and Project Managers so as to meet quality requirements efficiently and meet timelines set by the client.

· Monitor and track SLAs /Metrics on a project basis.

· Manages in line with DEG expectations such as managing Project planning, SLAC entries, BCP planning and testing.

· Identify areas of security lapses and immediately raises those to senior management

· Contributes to the development / review of appropriate business continuity plans, where applicable

Requirements

· College or University Degree

· Fluent English language knowledge

· Good knowledge of Windows OS, Microsoft Office applications

· People management skills

· Exposure to MBR, QBR preparation and presentation to Customers

· Minimum of 6 years of experience in BPS or equivalent industry

· Minimum of 2 years in Project Management experience in similar field preferred

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Information

Lazar Ivanovic +36 1 886 8158

Application

Lazar Ivanovic +36 1 886 8158