Job Description for project manager
- Experience Required: 10+ Years
- Job Location: Mumbai
DESCRIPTION:
As a Project Manager in the field of Knowledge Process Outsourcing (KPO), you will be responsible for overseeing the efficient and effective delivery of services to clients. This role requires a strong understanding of KPO processes, excellent communication skills, and the ability to manage a team to meet or exceed client expectations.
SKILLS AND EXPERIENCE:
- Bachelor’s degree in a relevant field; advanced degree or professional certification in business, management, or related disciplines is a plus.
- Proven experience in a similar role within the KPO industry.
- Strong leadership, communication, and interpersonal skills.
- In-depth knowledge of KPO processes and industry best practices.
- Analytical mindset with the ability to make data-driven decisions.
- Excellent problem-solving and decision-making abilities.
RESPONSIBILITIES:
- Client Relationship Management:
- Build and maintain strong relationships with clients to understand their business needs and expectations.
- Act as the main point of contact for clients, addressing queries, concerns, and ensuring overall client satisfaction.
- Service Delivery:
- Oversee the end-to-end service delivery process, ensuring timely and accurate completion of tasks.
- Monitor key performance indicators (KPIs) and service level agreements (SLAs) to meet or exceed client expectations.
- Identify areas for improvement in service delivery processes and implement necessary changes.
- Team Management:
- Lead and motivate a team of professionals, providing guidance and support to ensure high-quality output.
- Conduct regular performance reviews, set goals, and implement training programs to enhance team skills.
- Process Optimization:
- Continuously evaluate and improve operational processes to enhance efficiency and quality.
- Implement best practices and innovative solutions to streamline workflows and reduce turnaround times.
- Quality Assurance:
- Implement and maintain quality control measures to ensure the accuracy and reliability of deliverables.
- Conduct regular quality audits and implement corrective actions as needed.
- Reporting and Analytics:
- Generate and analyze reports on service delivery metrics, presenting insights to both internal stakeholders and clients.
- Utilize data-driven insights to make informed decisions and drive improvements.
- Risk Management:
- Identify potential risks in service delivery and develop strategies to mitigate them.
- Work closely with relevant stakeholders to proactively address issues and ensure a smooth service delivery process.
- Continuous Improvement:
- Stay abreast of industry trends and emerging technologies to incorporate best practices into service delivery.
- Collaborate with cross-functional teams to implement continuous improvement initiatives.
- Deadline Management:
- Manage design projects efficiently, adhering to timelines and delivering high-quality designs within specified deadlines.
- Prioritize tasks based on project requirements and deadlines.