Overview:
Reporting to the Senior Project Manager, the Project Manager is responsible for the successful planning, coordination, delivery and in-depth reporting of all assigned projects and change programmes across the UK and South Africa estate, on time and within budget. Working in support of the wider internal Teleperformance business and our clients, this role is critical to ensuring that the business can meet its key objectives for growth, transformation and client satisfaction.
The Project Manager is a self-motivated and organized individual who can work on their own initiative but is also influential in bringing others along a journey towards the successful delivery of any programme of work they are responsible for, spanning a multitude of work streams. As a strategic thinker they will continually challenge in a bid to delivering the optimum solution. They must create adequate and detailed project plans which account for every detail of each workstream required, to ensure a successful project of work, as well as set deadlines, assign responsibilities, monitor and summarise progress of all projects & change programmes they are leading along with identifying and controlling risk & issues with senior stakeholders. This role will work on problems of diverse complexity and scope.
With the ability to appropriately challenge and drive progress at all levels across all relevant functional areas, in both the Teleperformance and client organisations, the Project Manager is an expert in guiding all those involved through the programme of work to ensure the smoothest possible journey and successful delivery. Being an expert communicator with diplomacy and influencing skills is key to achieving this, whilst working across diverse groups of people, teams and organisations.
Working closely with the wider Projects and Change team to become a driving force through the business, ensuring successful delivery of all projects and change undertaken across the Operational Delivery function, will contribute to the continuing success of the department and amplify the professionalism of Teleperformance as a strategic partner of choice for our clients and prospective clients.
Qualifications:
- Bachelor’s degree or equivalent experience in a call centre or business related field (e.g. Project Manager or Senior Project Manager)
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Currently in a Senior Management role that had exposure to new business or transitions or other projects
- Completed the Jump Project Management (Essential)
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Experience of operational improvement projects, TUPE, IT application development and deployment projects, telephony projects
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Proven delivery of cross function projects with £1M initiatives
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Experience of external customer facing projects
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Sole responsibility for end to end project delivery
Technical Skills:
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Knowledge of using MS Office apps - Word, Excel, Outlook
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Demonstrate knowledge and use of MS Projects or equivalent MS tools.
Experience of industry standard Project Tools
Responsibilities:
- Accountable for successful delivery of all assigned projects and change programmes across key deliverables (including scope of work, timescales, quality and budgets), prior to hand-off to the business as usual environment
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Overseeing early life performance, ensuring strong operational delivery aligned to a previously agreed glide path. Tracks and monitors benefits realisation against planned targets through an activity and performance report, and share with peer functions and leaders for feedback on ways to continuously improve
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Works closely with the wider stakeholders and colleagues across the Teleperformance business and centralized support functions to delivery strategic priorities, initiatives and customer experience outcomes
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Ensures all projects and change programmes have appropriate governance in place including production of Project Initiation Documents (PIDs), project plans, regular stakeholder engagement and progress reports.
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Plans the project effectively ensuring that the appropriate participants, dependencies, budgets and timescales are identified and agreed. Undertakes low level detailed project planning, inclusive of all core project work streams (HR, Recruitment, Training, Quality, Operations, IT, Security)
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Experienced in requirements capture and analysis, as well as customer journey and business process mapping
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Oversees on-time achievement of all key milestones within the project plans
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Proactively identifying continuous improvement opportunities which would enhance project outcome, customer experience and client perception
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Maintains project communication across all business areas (internal and external). Produces high quality reports that provide accurate status updates and documents associated risks (threat / opportunity) of any project or change.
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Completes post project reviews and includes lessons learnt exercises which identify both positive and negative outcomes to be actioned
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Liaises closely with all appropriate functions to ensure accurate & robust budget and resource monitoring against project plans are in place
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Assists with managing all major project or change incident escalations, escalating as required
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Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives
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Demonstrates expertise on Teleperformance’s tools, service offerings and processes, and a deep understanding of the client’s requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients
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Maintains open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis
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Hosts client / prospective client meetings as required
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Supporting Business Development team with BID and Sales activity, with ownership of Transition
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Leads by example and consistently demonstrates the Teleperformance values of Professionalism, Integrity, Commitment, Innovation and Respect in every interaction
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Fosters a working culture which is built on embracing diversity, respect and positivity, and has a zero-tolerance attitude towards bullying & harassment, and any other unethical behaviors or practices
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Other duties as assigned
