Job Summary :
The Operations Project Manager ( OPM ) is focused on securing an efficient transition every time a new account is implemented in Customer Management Services ( CMS ) -Strategic Accounts division.
The OPM will be responsible for coordinating / monitoring successful hiring processes, successful system-profile creation (TD), successful client-related sub-deliverables (components of any new-account implementation) that are necessary to start and run the new operation, and successful completion and acknowledgement of compliance of every client-related sub-deliverable.
The OPM will have direct responsibility over the efficient completion of the three deliverables mentioned above, which will directly impact TCDR's ability to capture revenue, generate CM%, position itself as a top service provider, and increase its market participation.
Responsibilities include on-demand support based on CMS units’ needs.
The OPM is additionally focused on process improvement across CMS.
When no implementations are being executed, the OPM coordinates with supervisors and managers to identify areas of improvement, formulate, and execute improvement plans aiming at streamlined processes through the preferred methodology : Identify, plan, execute and review.
The OPM is additionally focused on managing, delivering, and closing special projects within the CMS organization.
When no implementations are being executed, the OPM responds to requests from supervisor and managers regarding special projects in their units.
Principal Duties / Responsibilities :
To coordinate / monitor the successful implementation of new accounts. (30%)
To execute process improvement actions in coordination with account supervisors and managers. (20%)
To manage, deliver and close special projects requested by account supervisor and managers. (20%)
To provide at-request ongoing support to every BPO once operations are up and running. (20%)
To document the completion and acknowledgement of compliance of every client-related sub-deliverable. (10%)
Other Duties & Responsibilities :
Additional duties as assigned
Meets attendance and punctuality standards
Knowledge Skills and / or Abilities Required :
Able to execute instructions and to request clarification when needed.
Possesses basic clerical and data entry skills.
Possesses strong data entry skills.
Able to perform basic mathematical calculations.
Able to recognize and attend to important details with accuracy and efficiency.
Able to communicate clearly and convey necessary information.
Able to create and conduct formal presentations.
Able to interact effectively with all levels of management.
Able to negotiate skillfully, promote / sell ideas persuasively, and close transactions with mutually beneficial results.
Possesses strong multi-cultural interpersonal skills.
Possesses strong leadership skills with a willingness to lead, create new ideas, and be assertive.
Possesses strong organizational and time management skills, driving tasks to completion.
Able to constructively work under stress and pressure when faced with high workloads and deadlines.
Able to maintain and promote social, ethical, and organizational standards in conducting internal and external business activities.
Able to work independently with minimum supervision.
Able to maintain confidentiality of sensitive information
Able to build solid, effective working relationships with others.
Able to exhibit ability to be sensitive to the needs, concerns, and feelings of others.
Able to quickly learn new systems and technology.
Able to use relevant computer system applications at an intermediate level.
Working Experience :
2+ years of relevant work experience.
Experience managing Business Continuity Projects (BCP) and Configuration Management Tool (CMT)
Minimum Educational / Certifications Requirements :
High School Diploma or relevant work experience.
Language : 100% proficiency in English.
Additional Education / Certifications :
College Degree in Business Administration field of study preferred.
Technician on Project management / Knowledge in Lean Six Sigma, preferably with certificate
Working Conditions :
Professional, office environment.
Occasional non-standard work hours or overtime as business requires.
Some travel required.
Cultural Competency Requirements :