Project Manager (Customer Service)

Description and Requirement

1.    Project Planning & Execution

• Define project scope, objectives, and deliverables in collaboration with stakeholders
• Develop detailed project plans, including timelines, resource allocation, budgets, and communication strategies.
• Lead and motivate cross-functional teams, ensuring clarity in roles, responsibilities, and task execution.
• Track project progress, ensuring adherence to timelines, budgets, and quality standards.

• Build and maintain strong relationships with internal and external stakeholders.

• Communicate project updates, risks, and issues effectively to stakeholders at all levels.

• Facilitate meetings, manage expectations, and ensure alignment on project goals.

• Escalate critical issues to leadership as needed to maintain project momentum.

• Identify, assess, and mitigate project risks, dependencies, and constraints.
• Develop and implement risk mitigation strategies and track resolution of issues.
• Ensure compliance with banking regulations and internal policies throughout the project lifecycle.

• Analyze current service processes to identify inefficiencies and pain points.

• Propose and implement best practices to enhance operational efficiency and customer experience.
• Drive continuous improvement initiatives through project execution

• Maintain accurate project documentation, including plans, status reports, risk logs, and meeting minutes.

• Provide regular project updates to management and stakeholders.
• Conduct post-project evaluations and formalize project closure.

Requirements

• Candidates must possess a Bachelor’s degree in Business Administration, Finance, Information Technology or related field with a Master's degree being advantageous. (PMP certification is a plus.
• Minimum (5) years of project management experience, preferably in banking/financial services.
• Excellent in project management methodologies, including planning, execution, and risk management.
• Fluent in English (both verbal and written).
• Strong analytical and problem-solving skills with a focus on data-driven decision-making.
• Strong leadership, negotiation, and stakeholder management skills.
• Be able to work under pressure and a tight timeline.
• Ability to travel as needed.
• The ideal candidate will have a strong understanding of customer service principles, best practices, and technologies specific to the banking environment.
• Demonstrated experience in managing projects focused on process improvement, technology implementation, and enhancing customer experience within a customer service department is essential.