Role Overview

You will be accountable for the successful delivery of strategic Projects and Change within a key Global BFSI Client This will include operational and business change, IT change governance and strategic activity as defined by the business through the effective management of multi-disciplined project teams and using planning tools including MS Project and wider MS Office tools.

You will have demonstrable experience of working with conflicting deadlines in a pressurised environment and be comfortable providing quality solutions at pace. You will have experience in managing, coaching and developing professional teams and have significant skills and experience in Client relationships and Exec level reporting and engagement.

The ideal candidate must have experience in account management, 3^rd party (Internal and External) vendor management, project management and/or operations management within a Contact Centre environment. You must be able to manage simultaneous complex projects and work across internal and external teams and demonstrate an ability and experience of conflict management to resolution.

Key Tasks/Responsibilities

• Organizing project teams, assigning individual responsibilities, developing project schedules, and determining resource requirement
• Monitoring and reporting on the status of projects including cost, timing, and staffing
• Ensuring adherence to internal and external Quality, Compliance and Regulatory standards
• Identifying/resolving obstacles to completing project on time and to budget
• Manage multiple, interrelated projects (including business transformation projects
• Serves as final decision/opinion maker in the area, coaches, mentors and trains others on the area of expertise.
• Driving force behind the development of new solutions for programs, complex projects, processes or activities
• Ensures appropriate policies, processes & standards are developed and implemented to support short to medium term tactical direction.
• Programme governance oversight across full suite of Projects to ensure delivery to required standard and wider internal and external stakeholder reporting
• Client engagement and relationship building to manage the successful delivery of change
• Delivers change in line with a strong Prince2 methodology (Planning, Governance, Reporting),
• Oversee strong Risk & Issues Management and reporting.

What are we looking for?

• Able to demonstrate strong IT skills, including a full MS Office suite
• Work remotely with colleagues, clients and external suppliers and have strong verbal and written communication skills.
• Confident with managing changing requirements, able to action rapid impact analysis and make recommendations.
  Thrives in a fast paced environment
• Must have experience of sole responsibility for end-to-end project delivery within a Contact Centre or similar environment
• Experience of external customer facing projects
• Outstanding stakeholder relationship skills (internal and external)
• Experience in managing teams through the full employee lifecycle
• Proven delivery of cross functional projects, ideally including over £1m initiatives
• Experience of operational improvement projects, TUPE, IT application development and deployment projects, telephony projects
• Current Prince 2 Practitioner qualification (Agile qualification preferred)
• Educated to degree level or equivalent

So who are we?

While you may not have heard of us, it’s likely you will have spoken to us at some point. We have sites in over 50 countries and we talk to customers in more than 66 different languages and dialects on behalf of major international companies. We’re really proud to say we are the biggest in the world. Impressive, right?

In the UK we operate out of multiple locations and provide a diverse range of contact centre solutions. You could call us experts in the call centre services industry...it’s what we call ourselves.  Whether you’re working in one of our locations, or from a clients’ own centre or even based in one of our International contact centres, Teleperformance can really offer you a world of opportunities.

Our passion is what led us to achieve the number 1 spot in our market and it is also what helps our clients to achieve what once may have seemed impossible; delivering outstanding customer experience at every single opportunity. This is only possible because our people are transforming passion into excellence.

So why wouldn’t you want to join us?