Customer Assisted Channels

**Position: Customer Assisted Channels - Project Manager**
**Employment Type: 1-year Agency Contract (Highly Renewable)**
**Location: Alexandra**
**Mode of work: Hybrid
**Job Objectives**
The Project Manager is the key interface between users and technical teams in gathering, analysing and documenting the requirements and processes. He/She will ensure the signed-off requirements are transitioned to delivery and testing teams throughout the project life cycle.

**Responsibilities**
- Define the project plan and schedule with Technology Delivery team, Product vendors and users
- Track the tasks closely and report the status to program manager and other stakeholders
- Conduct Weekly Project Status Review and Fortnightly PWC meetings
- Monitor the project tasks and help the team to remove impediments
- Ensure projects are following SDM processes
- Project closure with necessary artifacts
- Responsible for the quality, scope, timeline, effort (co-related to estimation, CR’s, complexity), resources (includes Business, Contractor, Professional Services (Vendors) resources as well as Operations)
- Develop and execute the overall project plan and analyse project proposals which impact the schedule and budget variance which in turn contribute to meeting the overall objectives of the Programme
- Identify and schedule Programme & Project/Workstream deliverables, milestones and required activities and tasks. Understand interdependencies between Technology, Operations and Business needs.
- Work hand in hand with Business Project Managers and Technical Delivery Managers to manage stakeholders and relationships - e.g. escalation, expectation, conflict, scope changes, etc. Ensure teams work in a collaborative environment
- Manage all changes to the agreed scope of work. Review and assess all changes and impact to timeline and ensure all changes are approved by Programme Steering Committee (PSC) or appropriate Governance forum(s), including any Design Authority, Product Committee or similar
- Prepare Investment Approval requests and manage approval of Programme(s). Organise and facilitate PSC meetings, chair Project Working Group (PWG) meetings, including attendees from all required countries across the Region
- Risk and Issue Management: Manage the overall Programme risk profile, track risk aging, work-through escalations, change governance and related issues. Implement the risk mitigation plans
- Process Adherence: Partner with relevant stakeholders in ensuring that the system development methodology (SDLC) is followed and the relevant artefacts are delivered on time with quality, in adherence to the development methodology/approach
- Measure, monitor and report progress to stakeholders at various levels of organisation across the enterprise with the right quality and consistency in content. Implement Project & Programme communication plans and review status reports prepared by Project personnel and modify schedules or plans as required
- Planning and managing the process with all key stakeholders to identify requirements for new projects and to manage the process up to the delivery of a project investment proposal to the Investment Committee
- Identify potential risks and issues across projects and work with relevant stakeholders to mitigate these risks
- Provide regular updates to senior management on project status, risks, and issues. Collaborate with Business Product Owner/ Specialists to ensure all aspects of the business requirements are coordinated and documented by users and Business Analysts
- Monitor and manage risks /issues related to requirements and scope creep
- Lead and collaborate with cross-functional and technical teams including system analysts, solution architects, technology development teams and testing teams in defining/clarifying/finalizing requirements
- Work with Test Manager to translate business requirements into test scenarios
- Clarify test findings escalated by Test Manager and classify the findings accordingly (either as a defect or change request) Support Business T&O leads on pre-project planning, project management and closure activities

**Job Requirements**:

- **At least 10 years of experience in banking, financial services, Insurance or Telecommunication industries**:

- **Strong business domain knowledge in retail banking and channels (Contact Centre, Branch, Self Service Machines & Public Web)**:

- **Must have strong SME knowledge and experience inUnified Communication Systems like Voice Telephony, Auto Dialer, Call Recording, Work Force Management, Quality Management Systems, etc**
- Experience in working as SME in Avaya, Verint, NCR/DN, Teamsite systems is a plus
- Strong experience in process re-engineering in the areas of Contact Centre, Telesales, Collections, Branch/ Backend Operations
- Retail product knowledge e.g. CASA, Loans (Secured/Unsecured), Wealth & Investment
- Strategic forward thinking approach to challenges with outstanding communications, influencing, negotiat