Delivery Manager (GPL)

About the Job:

As a Delivery Manager, you will be the key client liaison and internal coordinator for implementing client-driven changes. You will also drive dialogue with the client on improvements to products, processes, and support systems.

You will report to and work closely with the Portfolio Lead, supporting the specific program.

Key Responsibilities: 

• Project Execution and Control - Manage daily task execution, track project progress, identify and address obstacles, and ensure key milestones are achieved.
• KPI Management: Ensure that all project deliverables meet the required Quality, Average Handling Time  (AHT), Occupancy, and Utilization standards to align with client expectations and organizational goals. 
• Revenue Management - Ensure attainment of 100% revenue (Maxbill) every week by ensuring 100% attendance for all billable roles.
• Lead change management efforts associated with project rollouts, including communication and adoption strategies.
• Team Leadership: Assemble, lead, and motivate project teams, assigning tasks and coordinating efforts to ensure tasks are completed effectively. 
• Coach and mentor team leaders and high-potential staff to develop leadership capability across your portfolio
• Manage and support Team Leaders and production staff, fostering a culture of performance, accountability, and continuous development. In partnership with People Teams, oversee performance management and disciplinary processes as needed.
• Risk Management: Identify potential risks and develop mitigation strategies to keep the project on track and prevent disruptions. 
• Communication: Serve as a liaison between project teams, stakeholders, and senior management, providing regular updates, ensuring transparency, and fostering expectations.. 
• Collaborate with cross-functional teams internally, including Training, Compliance, Quality, and Analytics, to ensure the program’s success.
• Reporting:- Provide exhaustive account and business-level reporting for ongoing and completed projects along key account metrics.
• Risk Management- Identify potential risks or issues with project implementations, and proactively drive communication with internal and external stakeholders during projects.
• Flag and escalate business risks timely manner to the client.
• 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.
• Identify potential value additions and/ or areas of work we can target for the client, with a justifiable business impact of the proposed solution
• Work proactively with colleagues in service delivery, taking the initiative to resolve issues as they arise and contributing appropriately to meetings.
• Assist with high-severity requests or issue escalations as needed.

Minimum Qualifications:

• Bachelor’s degree in project management, or any business related field.
• 4+ years Project Management experience, with expertise in process management, operations-based projects and a strong track record in implementation of these projects. 0 - 1 years of supervisory experience.
• Proven ability to manage multiple projects concurrently through to successful implementation in an operational environment.
• Certificate / Diploma in project management course an added advantage (PMP, PRINCE 2, Six Sigma).

Preferred Qualifications:

• Dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity.
• Strategic thinker with strong analytical and problem-solving skills.
• Empathy for the client community and passion to create an exceptional experience and provide outstanding support.
• Experience working with internal/ external stakeholders in multiple geographic regions.
• Adaptable and energized by a fast-paced technology environment.
• Good communication skills in both written and spoken English. 
• Can work in a multiple shift environment such as day, night, cross-shifts, weekends and public holidays.
• Demonstrate  the ability to  adapt to new and changing situations within their teams.
• People management experience and a strong desire to develop team members.