Project Manager Team Lead

About the Role

The Project Management Team Lead role at Talogy leads a team of Client Experience professionals responsible for the end-to-end project management of client implementations. They use their extensive personal experience in customer service and project management to support others in scoping project requirements, creating project plans, and providing support to clients and colleagues through the implementation of projects.

This is a full-time, permanent position, from Monday to Friday during typical office hours. Day-to-day the role can be performed remotely, with the expectation of occasional travel to Talogy offices in their region for team collaboration, meetings, and workshops.

Role Responsibilities

• Maintaining a strong working knowledge of Talogy solutions and platforms.
• Providing formal people leadership to a team of contributors in the Client Experience structure, with responsibility around the whole talent lifecycle, e.g., recruitment, onboarding, performance management, goal setting and professional development.
• Training new members of staff on team processes, systems, and tasks.
• Managing the team’s workload and distributing tasks as required.
• Monitoring workflows and deadlines to ensure all team members meet project goals accurately and in a timely manner.
• Working with clients and colleagues to develop project “scope of work” plans and documentation.
• Facilitating planning sessions to build consensus among project team members regarding task definitions, sequencing, and interdependencies across a project.
• Developing, communicating, and maintaining detailed project plans.
• Preparing project reports for project status meetings as required.
• Identifying, tracking, monitoring, and communicating on project related issues, scope changes, variances and contingencies that may arise during the implementation of projects.
• Seeking opportunities to make continuous improvements to our project management processes.
• Proactively providing feedback across departments on risks, issues, and potential improvements to cross-functional operations.
• Acting as a liaison between clients, colleagues, and other external stakeholders, e.g., vendors, associates, contractors.
• Maintaining strong customer relationships, e.g. by handling questions, concerns, feedback etc. with speed, accuracy, friendliness, and professionalism.
• Working to ensure project plans deliver against SLAs and other KPI expectations regarding costs, schedules, quality, and customer satisfaction.
• Setting and following processes around documentation of client work and interactions, e.g., utilizing client relationship management and project management tools such as Salesforce, SmartSheets, and OpenAir.
• Supporting their department leader with ideas and suggestions related to strategic decisions that impact their team and the broader Client Experience function in their region.
• Effectively and professionally represents the company to internal and external audiences.
• Performs a variety of tasks and other related duties incidental to the work described herein as may be assigned or delegated.

Knowledge, Skills and Experience Requirements

• Strong experience in a project management environment with distributed teams is required.
• Strong knowledge and experience in the concepts, practices and procedures of project management, customer service, and quality improvement mechanisms.
• Education/certification in project management is strongly preferred, e.g., PMP / Agile.
• Education in information technology, business or management program is preferred.
• Proficiency in using web-based project management software, e.g., Smartsheet, MS Project, Jira, etc.
• Strong IT skills and proficiency with Microsoft Office products, e.g., Outlook, Excel, PowerPoint, Word, Teams, etc.
• Previous experience in the talent management industry is desirable, but not required.
• Strong track record of collaborating effectively with others, multi-task, and prioritize workloads for self and others.
• Experience of formal people management responsibilities is ideal, or demonstrable evidence of mentoring and supporting others.

Behavioral Competency Requirements

Working together

Building Relationships: Proactively identifies opportunities to connect with people across the organization. Maintains a strong network of contacts through regular outreach and communication. Consistently interacts with people in a warm, friendly way. Expertly builds rapport with people from a diverse range of backgrounds with ease.

Communication: Asks open questions to understand others’ insights and needs. Conveys ideas and information in a clear, convincing and credible way. Appeals to each person’s interests by leveraging logic, emotion and connections. Actively listens and summarizes to demonstrate understanding to others.

Building Teams:

Identifies, supports, and promotes common goals and shared values. Models and fosters positive interactions between colleagues across teams and functions. Frequently shares knowledge and expertise and encourages others to do so. Respects others’ talents, expertise, and contributions, and draws on peoples’ strengths to maximize team effectiveness.

Organizational Agility: Recognizes differences in goals and priorities between teams. Leverages influencers and decision makers across different teams to get things done. Works effectively laterally and vertically across functions. Uses organizational strategies and processes to achieve goals.

Managing client solutions

Problem Solving: Gathers information about problems and challenges and makes clear and considered decisions. Seeks to understand issues at the core of problems. Shows awareness of the benefits and drawbacks of approaches, evaluating both thoroughly. Uses logic and evidence to suggest appropriate actions and alternative solutions.

Prioritizing and Planning: Effectively prioritizes and coordinates tasks and projects in a thoughtful way by considering organizational strategy, importance, complexity, deadlines and resources. Shifts priorities as needed, delegating tasks to ensure on time completion of all tasks and projects. Creates comprehensive and realistic plans to achieve objectives. Maintains effective systems for tracking tasks, projects, and work volumes, and monitoring progress.

Customer Focus: Sets high standards of client satisfaction for their teams. Provides prompt, respectful, and attentive responses to clients. Uses tact and diplomacy to resolve conflict within their team. Listens to the needs of their team and clients and concerns to ensure they feel valued.

Achieving results

Delegating and Empowering: Distributes workload optimally, considering time, talent, and development. Maintains two-way dialogue with others on progress and results. Shares responsibility and authority equitably and appropriately. Trusts others to complete important as well as routine tasks.

Adaptability: Readily adopts change and new ways of doing things, and encourages their colleagues to value change. Demonstrates a flexible approach to dealing with difficult clients. Adjusts course of action quickly in response to new information or challenges. Willingly and repeatedly changes directions as needed per client or stakeholder requests.

Drive for Results: Pushes self and others to meet challenging goals. Sets high standards of excellence for self and team. Expects challenges and perseveres through them until they are overcome. Builds momentum in productivity across their team.