OverviewThe Operations-TOPS-Project Manager position is a role within the Operations department of Prodapt that reports to the Operations-TOPS-Project Manager. The overall purpose of the position is to govern various tools and processes within a project in collaboration with the PMs and clients, and to recommend continuous enhancements to increase efficiency, and to uphold Prodapt’s winning values and to work in a way that contributes to the Company’s vision.Responsibilities
Process Management:
Create key stroke level process flows and process documentation independently
Govern calibration calls with clients and share necessary process related updates
Drive brainstorming sessions to recommend transformation and enhancements in existing processes
Collaborate with Project Managers on process re-engineering or process refinement approach
Incorporate industry best practices into the existing processes and drive continuous improvement
Quality Management:
Ensure 100% quality scores across all processes
Govern periodic quality calls and demonstrate process quality metrics to the clients
Collaborate with the client’s quality team to align the solutions with client’s expectations
Identify root causes of recurring issues and drive corrective/preventive actions
Project Management:
Create contractual agreements such as SOW, amendments and renewals
Lead/govern multiple transitions including Offshoring/nearshoring
Travel to client location as per business requirements and demonstrate high project management skills with clients
Maintain Lean operations to avoid unnecessary buffers and to drive cost effective operations
Focus on project revenue, cost and RGMs and to drive efficiencies with defined action plan
Identify new opportunities within the current project and highlight them in Leads generation process; create proposals and business plans
Collaborate with Delivery Managers in creating proposals and business plans
Implement effective BCP management process
Work with PMs for tracking critical data in the project and generate client focused periodical reports
Coordinate with clients to create excellent business relationship for consistent performance and business expansions
Align project delivery with organization’s goals and strategy
Change Management:
Work with clients to understand the change requirements
Ensure seamless operations through system driven approach while incorporating changes in the process
Assist team members in effective change management
Team Management:
Identify domain experts within the team through mentoring and coaching
Contribute to organization wide knowledge repository e.g. ‘Insight creation’
Implement effective Checks and Balance process in place – including imposing PIPs for non-performers, rewards and recognition for performers, create high motivation factors within team
High focus on knowledge base retention including acquiring key skills through L&D, setting career aspiration roadmap, supporting team members in scaling up etc.
Support other accounts/programs as required to help providing KT for new tools/channel support
Requirements
Bachelor’s degree (in any field) (Mandatory)
MSc/BE /Masters with specialization in IT/Computer Science
Six Sigma Green belt, Lean certification
Work experience (11-15 years)
Adapt/ Experience working in multi-channel delivery projects