Project Manager

Job Profile

Job Ref - 001195 
Job Title - Project Manager
Location -Milton Keynes
Salary - Circa £40K + Bens
 
Details:
 
Interesting and challenging opportunity to join a young organisation in its infancy and become a pivotal and key influence in defining methodology and processes, both now and in the future!

The Project Manager role requires management, negotiation, communication and facilitation skills to plan and deliver the diverse activities relating to key portfolio and strategic change projects across the contact centres. The Project Manager will work with many cross functional teams, including Marketing, Technology, Networks, Training, Planning and all operational segments to ensure seamless implementation of existing and new projects.

The role holder will be expected to work closely with the Programme Manager. Delivery to ensure all project updates, issues and risks registers and milestones are being maintained, as well as being responsible for making key decisions on behalf of the contact centre within the specifics of the project to ensure the successful implementation of all initiatives.

Responsibilities

Specific responsibilities include:

• Development and maintenance of project plans, and establishment of priorities
  
• Adherence to change process, ensuring all project requirement, definition, design, business case completion and approval are attained prior to the commencement of their successful implementation
  
• Management of project risks and issues, including the development and delivery of contingency plans
  
• Day to day running and delivery of roadmap or other strategic initiatives, and leadership of multi-disciplinary teams to meet project goals.
  
• Stakeholder engagement and communication to advise on status of project delivery
  
• Analysis of cost, complexity and benefit for new initiatives, and development of business cases to gain funding approval for initiatives presenting significant commercial opportunities to the Contact Centres. Ongoing benefit tracking to ensure project deliverables meet/ exceed forecast benefits
  
• Act as interface between Contact Centre Operations and project teams
  
• Complete Project reporting activities on a weekly / monthly / quarterly basis, as required
  
• Conduct end of project evaluations to assess how well the project was managed and to identify lessons learned for future implementations
  
• Ensure a high standard of conduct and leadership by living the Values setting an example for others to follow

Required Skills & Experience

• Proven experience in leading, controlling and taking ownership of projects
  
• Experience in Contact Centres, preferably within either outsourcing and/or finance
  
• Task driven, action orientated.
  
• Must be able to take a project, own it and ensure that the project team (some of whom may be senior) complete their tasks as required.
  
• Ability & experience in upwardly managing senior member of the team including Directors or above if they're late on a task.
  
• Ability and experience in understanding how to delegate a task whilst retaining responsibility for completion of that task.
  
• Can demonstrate PM fundamental skills and behaviours - PM qualifications (Prince2, PMI etc would be a huge benefit and expected at this level)
  
• Understand and experience of managing the risks, issues, actions, the plan, project meetings, clients, governance and status reports.
  
• The successful candidate will be coming to an immature organisation so will be central to defining methodology and processes, previous experience of doing this is essential

Skills/Attributes

• Experience of delivering projects to challenging time, cost and quality targets
  
• Excellent communication, organisational and influencing skills
  
• Ability to think strategically and demonstrate awareness of key commercial and economic drivers.
  
• Knowledge of change processes - roadmap and CD.
  
• Knowledge of Customer Service set-up and operation across all sites
  
• Customer Focus
  
• Analytical approach and high levels of problem-solving skills.
  
• Proactive approach in building strong relationships across cross functional teams within the business
  
• Ability to work and influence senior management cross directorate
  
• Ability to work under pressure, lead on projects and deliver simultaneous tasks
  
• High levels of personal organisational skills
  
• Flexibility around working hours and site location due to the nature of the work and project constraints.

Package:
 
Circa £40K + Bens
 
f.randle@cactussearch.co.uk