Salary: Dependant on experience
Location: Hybrid with ability to commute to key TP UK Site (Glasgow / Manchester / Bristol)
Contract: Permanent
Hours: 37.5 hours per week. Flexibility required
Role Overview
You will be accountable for the successful delivery of strategic Projects and Change within a fast paced environment. 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, 3rd 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
- Serving as final decision/opinion maker in the area, coaches, mentors and trains others on the area of expertise.
- 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
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