Customer Experience Project Manager

Job description / Role

- Driving and managing the projects initiated from the CEX division e.g., projects on fixing the basis, ensuring alignment and consistency etc.
- Direct interaction and effective coordination with external Customers, Sales, Operations and Functional Groups
- Developing, interpreting and defining Project Requirements – Statement of Work deliverables
- Project Lifecycle management – Initiation, Planning, Implementing, Controlling & Closing
- Developing and managing a project timeline, including cost and financial management
- Determining project Risk exposure and developing remediation & migration plans
- Responsible for the process and work standardization and determining project performance (KPI) status – Cost & Schedule
- Effective problem resolution – Root Cause Corrective Action (RCCA)
- Managing concurrent competing project demands
- Financial cost and benefits analysis
- Assign Project Management resources according to experience and availability, and ensure equal distribution of workload amongst all PM resources.
- Manage inter-relations between various planned/ongoing projects to capture pre-requisites and align projects’ implementation.
- Manage and oversee the administrative and daily operations of the project/program managers/engineers and the coordination/administration team in Project Management Office, ensuring compliance with company strategy and Project Management Standards.
- Ensure diligent and accurate implementation of project contract management (including capitalization, ATPs, payments and penalties).
- Provide technical and/or professional coordination and leadership in the execution of day-to-day program/project activities, as appropriate to program/project objectives and area of expertise.
- Direct end-to-end large project activities that include several stages or phases and ensure all project elements and dependencies are considered in the plan.
- Oversee successful completion of projects within budget, timeframes, and in full accordance with project scope and specifications.
- Offer support to Project Management team to address issues beyond their authority.
- Ensure the availability of Project Policies, Templates and Procedures according to international standards and in line with the Company’s operational environment.
- Ensure the availability of Comprehensive, Realistic and Accurate reports on all projects and project activities as well as all relevant KPIs.
- Oversee continuous efforts on improving reporting data, accuracy, relevance and presentation. • Analyze available reports to identify opportunities for improvement of operational activities and processes.
- Ensure regular feedback to project stakeholders and management (VP-INU, GMs and Project Sponsors) through Project Progress reporting and presentation on regular basis or as-and-when required by stakeholders.
- Ensure the availability of document repository and ensure that all project documents are digitized and stored for future reference
- Develop annual operating, training and staff budgets, and provide fiscal direction to the Function.
- Support corporate business goals by ensuring adherence to operating budget for Project Management (approvals and monitoring).
- Implement strategies that result in positive financial impact and ROI for the organization and mitigates financial and operational risks

Requirements

- Excellent knowledge of Project Management processes and best practices; based on PMI
- Good knowledge of cost control, planning and financial skills
- Thorough knowledge of MS Office, with a particular focus on Excel
- Good knowledge of project management tools such as MS Project, Enterprise Project Management
- Knowledge of the Telecommunications Industry
- Excellent knowledge of Customer Experience programs in telecommunication environment or large organizations
- Bachelor’s Degree relevant field.
- Advanced Master Certificate in Project Management, PMP or equivalent
- Project Manager: a minimum of 8 years of relevant experience with background in customer Experience;

About the Company

RP International is the leading specialist recruitment consultancy in the established and emerging telecoms markets.

From our hubs covering the Americas, Europe the CIS, the Middle East, Africa and Asia Pacific we have partnered with operators, vendors, systems integrators and consultancies in more than a hundred countries, giving us an in-depth understanding Of cultural sensitivities, local business practices and hiring requirements.

Our clients and candidates benefit from the long-term perspective and breadth of knowledge that comes from working with an industry partner.

From our beginnings providing telecoms expertise into deregulating markets, we have developed our range of services to supply executive search, contingent, contract and launch and transformation resource solutions across the industry.

Our historic success in cross-border search assignments connects our clients to a global network of industry talent.

We identify the best available candidates on a local, regional and international basis.