CX/Lean & Operations Project Manager

Role Overview

• Manages the execution and change management of large, high-level, complex operations projects and core operational activities affecting employees, customers and agents.
• Leads and facilitates multiple large cross-functional teams in the implementation of business solutions aligning with the enterprise strategy.
• Performs project management and develops analytics to identify trends and make recommendations impacting changes in technology, operating procedures, and improved results.
• Collaborates with leadership and key stakeholders across the enterprise to build effective relationships and support the delivery of initiatives within the portfolio.
• Initiate, research, evaluate, recommend and execute high-level complex projects and core operational activities to support Service Operations strategy, people, process, and technology initiatives.
• Leads project and supports the execution of large cross-functional enterprise strategic projects in collaboration with other enterprise teams.
• Ensure short and long term strategies, programs and processes are executed.
• Develop and lead change management plans and execution activities including impact analysis and assessing change readiness.
• Partners with other business units, including Digital, Product, IT and Underwriting, to facilitate communication and ensure projects align with operational objectives and direction.
• Lead and present analysis reviews including trend monitoring and provides sound business solutions.
• Develops and delivers presentations and communications supporting the execution of change management.
• Collaborates with key stakeholders and generates key insights influencing business decisions and solutions.
• Takes ownership for resolving and mitigating issues. Identifies opportunities and risks associated with changes in internal and external environment by developing and implementing short term and long term operational plans.
• Makes sound recommendations based on research of new technologies, techniques and tools to support and/or drive improvements within Service Operations.
• Provides guidance, mentorship and coaching to Operations Execution Analysts I and II.
• Performs other duties as assigned.

Requirements

• Bachelor’s degree. Masters preferred
• 3+ years of project management experience
• Full proficiency in English
• Strong demonstrated analytics experience
• Experience communicating, presenting, and delivering business proposals to executive level leadership

Technical & Business Skills

• Office Suite (Advanced)
• Project management
• Advanced
• Change Management
• Intermediate
• Strategic Thinking
• Intermediate
• Oral Communication
• Intermediate
• Written Communication
• Intermediate
• Stakeholder Management
• Intermediate
• Process Improvement
• Intermediate
• Critical Thinking & Problem Solving
• Intermediate

Benefits

Competitive compensation and benefits package:

1. Competitive salary and performance-based bonuses

2. Comprehensive benefits package: Grocery vouchers, saving funds, SGMM, etc.

3. Career development and training opportunities

4. Dynamic and inclusive work culture within a globally renowned group

5. Private Health Insurance

6. Pension Plan

7. Paid Time Off

8. Training & Development

Note: Benefits differ based on employee level.