Overall Purpose of Role

Manages a team of project managers who implement solutions to clients, resulting in excellent customer satisfaction, retention, and ultimately repeat revenue growth. Applies domain expertise and business knowledge to enable project managers to manage their projects. Performs all management responsibilities across the group and is often involved in individual contributor tasks.

Key Responsibilities

Operational Excellence

·     Manages the overall operation of the team to drive productivity and effectiveness of project implementations that result in excellent customer satisfaction.  Acts as an escalation point in helping to resolve project issues such as client concerns, resourcing, and timing conflicts.  Oversees and monitors the progress of multiple projects against established targets and KPIs (e.g., revenue and profitability).

Delivering Quality, Value and Results

·     Delivers measurable and superior customer satisfaction by monitoring and adjusting plans and/or process based on evaluating overall KPIs and customer feedback. 

·     Provides timely direction and feedback to team to make necessary adjustments to plans and/or resolve project conflicts.  Establishes effective methods to communicate with teams and clients on   the status of projects (e.g., status reports, conference calls/meetings, business reviews).

Leadership Excellence

·      Enables the team to deliver exceptional results by setting clear expectations and measures of performance, providing feedback and coaching to drive success, and addressing issues and concerns in a timely and constructive manner.  Works cooperatively with other teams and clients to address issues and concerns.  Responsibilities will include determining staffing needs, ensuring the implementation of performance and development plans, and budgeting.

Functional Excellence

·      Leveraging deep functional and customer knowledge, works with his/her team to analyse project implementations in order to recommend specific improvements in methods and process that lead to customer satisfaction.  Works with his/her team and others (e.g., operations, sales) to identify opportunities to grow services and solutions (e.g., technology opportunities) in existing accounts.  Acts as a mentor to others in learning effective project management methods.

Strategic Partnership/relationship Building

·      Promotes collaboration and information sharing among project teams to ensure projects are implemented smoothly and conflicts are resolved successfully.  Relied upon to provide effective communications to stakeholders, such as alerts and status updates, especially on critical issues.  Develops positive relationships with customers by supporting his/her team to effectively implement projects and handle issues in a timely and constructive manner.

Responsible for on boarding new customer groups and ensuring efficient deployment of corporate initiatives such as Helix, IMT etc.

 

Job Complexity

·     Applies expert subject matter knowledge to manage staff activities in solving most complex business/technical issues within established policies. Acts as a key advisor to senior management on the development of overall policies and long-term goals of the organisation Plans, directs and monitors high-end operational/tactical activities of Staff members' primary focus is on either high-end tactical or broad strategic issues or a combination of both

People Management

·      Manages activities of professional individual contributors with accountability for a large multi-department area(s) or location(s) with significant impact on business unit results and organisational strategy  

Interaction/ Discretion

·        Regularly interacts with members of senior management team on matters concerning several functional areas, divisions, and/or customers

·        Requires the ability to change the thinking of, or gain acceptance from, others in sensitive situations, without damage to the relationship

Critical Skills & Competencies 

Core Project Management Competencies

·        Customer Focus Demonstrates concern and takes action for meeting and exceeding their customer’s expectations and requirements. 

·        Ownership & Accountability

·        Accepts full personal responsibility for the quality and timeliness of work.

·        Collaboration Works collaboratively and uses a positive approach to achieve goals.

·        In addition to building on the competencies of lower levels should demonstrate the following:

·        Works across Boundaries

·        Shows a genuine effort to work as a unified organization to achieve business goals.

·        Professional/ Technical Expertise

·        Applies technical and professional knowledge, skills and judgment to accomplish results.

·        Team Leadership

·        Effectively leads teams to achieve team goals.

·        Business Acumen

·        Demonstrates understanding of business concepts, strategy, structures and processes.

·        Influence

•    Develops and applies appropriate strategies to gain the support of others.

·        Engages & Motivates Others

·        Applies approaches that result in others feeling passionate about their jobs, committed to the company, and putting discretionary effort into their work.

·        Self-Awareness

•   Understands how one is perceived by others.

·        Courage  

•   Communicates messages, intentions, ideas, opinions and feelings openly and honestly, especially in difficult situations.

·        Credibility & Trust

·        Builds trust by behaving consistently, honestly and with integrity.

·        Leads Change Develops capacity for change; initiates, manages and sustains change at individual, initiative and organizational levels.

·        Microsoft Office Excellent knowledge of MS Project

·        Productivity Tools

·        Initiates and drives efficiency and effectiveness within the team by adapting and implementing technology changes.