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Job Description for project manager

  • Experience Required: 10+ Years
  • Job Location: Mumbai

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.

  • 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.
  1. 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.
  2. 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.
  3. 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.
  4. 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.
  5. 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.
  6. 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.
  7. 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.
  8. 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.
  9. 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.
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