Description
We are looking for an experienced Project Manager Transformation to support strategic initiatives and transformation programs within a BPO/shared services environment. This role works closely with the Senior Manager in planning, executing, and monitoring cross-functional projects that drive operational excellence and digital transformation. The ideal candidate has hands-on exposure to automation, speech analytics, AI technologies, and CCaaS enablement.
- Partner with the Senior Manager to define project objectives, deliverables, and success metrics
- Develop and maintain detailed project plans (timelines, budgets, resources)
- Coordinate cross-functional teams (Operations, IT, Quality, etc.)
- Conduct risk assessments and implement mitigation strategies
- Track project progress and provide stakeholder updates
- Document business requirements clearly and accurately
- Leverage automation, AI, speech analytics, and CCaaS tools to drive transformation outcomes
- Monitor post-implementation performance and recommend optimizations
- Support SOP documentation and best practice rollouts
- Drive continuous improvement initiatives
Requirements
- Bachelors degree in Business, Industrial Engineering, IT, or related field
- Minimum 3 years of project management or operations experience in BPO/shared services (recent and relevant experience is mandatory)
- Familiarity with automation tools, AI technologies, speech analytics, and CCaaS platforms
- Proficiency in MS Project, JIRA, Smartsheet, or similar tools
- Strong organizational and stakeholder management skills
- Solid understanding of scope, risk, and stakeholder management
Preferred Qualifications
- PMP, PRINCE2, Scrum, or equivalent certification
- Experience in digital transformation and process optimization
- Exposure to operations, training, or quality functions
What We Offer
- Hybrid setup (12 days WFH per week)
- HMO coverage, including 3 eligible dependents upon hire
