Project Management

Simplified Job Responsibilities – Project Manager (PM)

• Organise monthly performance meetings with client and management to report on service performance.
• Attend meetings with client and other agencies to discuss contract-related matters.
• Work closely with client to ensure all Customer supporting staff are:

1. Competent
2. Properly trained
3. Meeting qualification requirements

• Ensure all Customer supporting staff:

• Sign confidentiality/security undertakings
• Complete required security screening before deployment

• Attend training and development meetings and ensure all new information, updates, and service changes are shared with Customer supporting staff promptly.

• Continuously update Customer supporting staff with operational knowledge and improvements for daily work.

• Handle service recovery for escalations, including:

1. Investigating issues
2. Communicating with customers (phone/email/face-to-face)
3. Coordinating with stakeholders
4. Implementing corrective actions
5. Documenting actions and providing updates to Client

• Investigate and submit written reports within 3 days for any complaints or feedback, including recommendations if required (unless extension is granted).

• Must be always contactable via phone and email and respond promptly to Client.

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