Senior Project Manager

3 days ago

Cardiff, United Kingdom Page Personnel Finance Full time

Page Group are recruiting a Senior Project Manager within a Global Contact Centre for a globally recognised financial services organisation.

We are looking to speak with senior contact centre professionals who have experience in change management, process improvement and transformation projects.

**Client Details**
- Top 10 Global Accountancy and Business Advisory Firm
- Work from home / remote working available across the UK
- Flexible and dynamic employer
- Excellent career opportunities with a leading employer
- Fantastic brand reputation and known across the globe

**Description**

The Senior Project Manager is to lead its current set of deployments in the EMEA Region and drive its Transformation program to improve service and increase efficiency. The professional would work directly with Global Contact Centre leadership to own thetimely delivery of all new programs within the EMEA region both for its new and current customers. This includes management of all processes and technology implementations and tracking of key performance indicators.

Your primary focus for this role will be to lead on global projects that drive customers to using self service tools without being a detriment to customer experience. This in turn will improve efficiencies across the organsiation, drive down costs and improvecustomer experience. Your role will be to business partner effectively with senior stakeholders across the EMEA region in driving change and ensuring alignment across multiple business functions.

**Responsibilities**:

- Work with Global Contact Center leader and CoRe/Global technology leaders in implementing the future state vision across Service Desks in the EMEA region
- Accountable for the development of all new deployment plans in EMEA, including tracking of milestones and Business performance indicators
- Management of roll out of Transformation initiatives across service desks in the region (including but not limited to, implementation of self-service technology and automation and enhancement of knowledge management platforms)
- Development of country-specific requirements for Transformation activities, in partnership with central GCC and Technology teams
- Ownership of schedule and scope of all active Global Contact Centre projects related to deployment of new service desks and enhancements across region
- Support the management of costs and driving process excellence across service desks
- Support relationship management / client service leaders in managing customer expectations for delivery, and implement effective project governance
- Development of change management plans associated with new deployments and enhancements

**Profile**
- Previous experience in a large shared service centre or contact centre environment (minimum 1000 FTE)
- Large scale project management experience
- Experience with project management methodologies
- Excellent stakeholder management, business partnering and influencing skills
- Experience project managing self service customer tools such as chat bots

**Job Offer**
- £80,000 to £110,000
- 25 Days AL + Bank
- Buy/Sell Holidays up to 10 days
- Remote working / work from home with occasional travel across the UK
- Car leasing scheme

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