Project Manager

About the role

Requirements

• ● Lead and manage the project from an operational and administrative perspective, ensuring delivery in line with the approved scope.
• ●      Develop and maintain the project operational plan and monitor execution progress.
• ●      Oversee Customer Service teams and Customer Service Supervisors.
• ●      Ensure smooth day-to-day operations and high-quality service delivery.
• ●      Define and monitor Key Performance Indicators (KPIs) and operational targets.
• ●      Ensure compliance with all applicable policies, procedures, and government entity requirements.
• ●      Monitor service quality and handle escalations and operational issues.
• ●      Act as the main point of contact with the government entity and key stakeholders.
• ●      Prepare and submit regular operational and performance reports to senior management.
• ●      Identify operational risks and implement mitigation and improvement plans.
• ●      Lead training and development initiatives for project teams.
• ●      Ensure adherence to Service Level Agreements (SLAs).
• ●      Manage resource allocation and operational scheduling.
• ●      Recommend and implement process improvement initiatives.
• ●      Oversee the use of operational systems and customer management platforms.
• Qualifications:
• ●      Bachelor’s degree in Business Administration, Management, or a related field.
• ●      PMP certification or equivalent is preferred.
• ●      Proven experience in project management or operations management.
• ●      Experience supervising Customer Service functions.
• ●      Prior experience working on government-related projects is a plus.
• Skills & Competencies:
• ●      Strong project management and planning skills.
• ●      Leadership and team management capabilities.
• ●      Performance monitoring and analytical skills.
• ●      Excellent communication and professional reporting skills.
• ●      Problem-solving and decision-making ability.
• ●      Ability to work under pressure and manage priorities.
• ●      Continuous improvement mindset.
• ●      Proficiency in operational and customer management systems.
• ●      Stakeholder management and presentation skills.

Responsibilities

• Lead and manage the project from an operational and administrative perspective, ensuring delivery in line with the approved scope.
• Develop and maintain the project operational plan and monitor execution progress.
• Oversee Customer Service teams and Customer Service Supervisors.
• Ensure smooth day-to-day operations and high-quality service delivery.
• Define and monitor Key Performance Indicators (KPIs) and operational targets.
• Ensure compliance with all applicable policies, procedures, and government entity requirements.
• Monitor service quality and handle escalations and operational issues.
• Act as the main point of contact with the government entity and key stakeholders.
• Prepare and submit regular operational and performance reports to senior management.
• Identify operational risks and implement mitigation and improvement plans.
• Lead training and development initiatives for project teams.
• Ensure adherence to Service Level Agreements (SLAs).
• Manage resource allocation and operational scheduling.
• Recommend and implement process improvement initiatives.
• Oversee the use of operational systems and customer management platforms.

Skills

• Project management
• Planning
• Leadership
• Team management
• Performance monitoring
• Analytical skills
• Communication
• Professional reporting
• Problem-solving
• Decision-making
• Working under pressure
• Prioritization
• Continuous improvement
• Operational systems
• Customer management systems
• Stakeholder management
• Presentation skills