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Project Manager (Call Centre)

Product/Project management
Cape Town – Western Cape

ENVIRONMENT:
A dynamic Financial Services Group seeks a solutions-driven Project Manager (Call Centre) whose core role will be to lead the delivery of Projects within its Operations programme. A key focus area will be Robotic Process Automation (RPA). You will be expected to successfully introduce change into the business from project initiation through to project closure. The ideal -candidate must possess a suitable Bachelors’ Degree or higher with a Project Management  Certification, have 8-10 years’ experience in a similar role with a proven track record of delivering multiple complex projects simultaneously, understand ICT functional areas, a broad knowledge of business & financial products and a practical understanding of the system development and product life cycle, database and system design.
 
DUTIES:
  • Coordinate Project to accomplish the Project objectives by ensuring delivery is on time, within budget, as per requirements and the Project Sponsor’s and Business Owner’s expectations.
  • Facilitate the delivery of the Project by following the Project Office methodology through the following phases –
    • Preliminary – Support Sponsor and Business Owner in the validation of the Business Case and key success criteria.
    • Preparation – Define the Project and complete the Project Definition Document, complete necessary governance, Stakeholder Analysis and Risk Assessment and prepare for Project Kick off.
    • Elaboration – Project Kick-off, facilitate Solution Design and validation, construct detailed Project Plan, Resource Plan, Budget (as well as financial validation) and set up project structure.
    • Construction – Coordinate both business and technical work-streams towards delivering Project requirements to scope, time, cost and quality objectives.
    • Transition – Execute detailed Transition and Implementation Plan including Post Implementation Testing and validation.
  • Support Business Transition Management by ensuring that business change as a result of the relevant Project(s) is managed in such a way that the disruption to the business is kept to a minimum.
 
REQUIREMENTS:
Qualifications –
  • Relevant and applicable Bachelors’ Degree or higher with a Project Management Certification.
 
Experience/Skills –
  • 8 – 10 Years’ experience as a Project Manager with a proven track record of delivering multiple complex projects simultaneously.
  • Financial Services and/or Retail experience.
  • Broad knowledge of business and financial products.
  • Knowledge and thorough understanding of best practice Project Management methodologies.
  • A practical understanding of the system development lifecycle and product life cycle, database and system design.
  • Understanding of ICT functional areas such as development, infrastructure and service management.
  • Excellent presentation and facilitation skills with the ability to drive decision making.
 
Advantageous –
  • Experience of implementing projects in a Call Centre environment or utilizing RPA.
  • Business Analysis Diploma or exposure.
  • Experience within an Agile environment.
 
ATTRIBUTES:
  • Business acumen and commercial awareness.
  • Ability to work across multiple complex work streams simultaneously and deliver under pressure.
  • Strong stakeholder management skills with the ability to manage expectations, risks and issues in a pro-active manner.
  • Disciplined prioritisation with excellent planning and organisational skills.
  • Analytical, conceptual and creative problem-solving skills.
  • Excellent communication and negotiation skills.
  • Ability to adapt easily to changing circumstances and priorities.
  • Able to assimilate new information (both technical and process) to understand the requirement.
  • Sound organisational skills with strong documentation and reporting abilities.
  • Considers the bigger picture and get involved in the technical detail where required.
  • Strong leader and team player.
  • Systematic and integrated thinking.
  • Sound judgment and decision making.